Ankit Bhatnagar Email & Phone Number

Blackrock, Co. Dublin, IE

Blackrock, Co. Dublin, IE

Blackrock, Co. Dublin, IE

• Provide leadership to global support functions across multiple time zones (Australia, US, Ireland, and Thailand).
• Ensuring effective 24x7 follow the sun model is implemented for Oneview customers.
• Maintain and strategies SLOs/SLAs and KPIs. Review OKRs regularly and provide day-to-day operational metrics to business.
• Establish career path metrics, Skillset, training and onboarding plans, and standard operating procedures (SOPs)
• Manage and report application(s) performance through metrics and reporting for distribution to internal and external audiences.
• Drive and promote a great service culture while delivering an excellent customer experience.

Blackrock, Co. Dublin, IE

• Oversee and managing the Service Desk teams to deliver consistent and high-quality support to all Oneview Customers.
• Maintain and improve processes to scale support to meet the growing demand for Oneview product offerings.
• Develop metrics and reports of support performance for the business.
• Manage the timely resolution of all customer and platform issues, ensuring minimal impact on customers.
• Lead outages and manage escalations and ensure a fast resolution.
• Take an active part in the change management process. Provide feedback on lessons learned and provide root cause.

Preston, Victoria, AU

• Manage the Helpdesk team to deliver excellent client services to our retail partners & customers.
• Manage BAU Requirements of the ICT Service Desk in line with SLAs.
• Manage and direct the efficient delivery of services of ITIL processes.
• Business process management - Improvise and reduce bottlenecks by addressing recurring issues and creating a helpdesk knowledge base and templates.
• Improve & maintain service level agreement.
• Provide direction to internal and external service providers to minimize business impact.

Melbourne, Victoria, AU

• Lead client services team.
• Assist in pre and post-sales technical consultations regarding integration, training on EM products & services.
• Assist EM customers in implementing the product and tracking and in managing their projects.
• Assist customer and internal product teams in gathering requirements, data analysis & data extraction tasks. Have hands-on experience with SQL, big data analytics – Hadoop.
• Deliver monthly reports to senior management with insights onboarding of new clients and service delivery.
• Maintain communication internally/externally on the progress of various projects.

Melbourne, VIC, AU

• Worked closely with the business in supporting and administering business processes and providing IT support services for Touch Network’s associates. Acting as a Subject Matter Expert for TOUCH POS application.
• Providing 2nd level Application support for Touch Network’s associates such as CBA, 7Eleven, St. George Bank, NAB, Medicare Australia and other Point of Sale vendors.
• Perform QA testing on In-house applications.
• Follow the Incident Management and Request Fulfilment process.
• Responsible for investigating and reporting hardware/software faults.
• On-site & off-site implementation/upgrade of hardware and software with clients.

• Provide Technical support for Eftpos and POS systems.
• Remotely diagnose faults and Analysis.
• Providing LAN/WAN Support to business associates.
• Configuring Modems and Wireless Routers.
• Configuring Microsoft Outlook.
• Assist in the Installations and upgrades on-site.

Master’S Degree, Information Technology- E Commerce

Bachelor, Information Technology