Anuj Sondhi Email & Phone Number

New Delhi, Dl, In

New Delhi, Delhi, India

New Delhi, Delhi, India

New Delhi, Delhi, India

Managed Recovery Program Act as a single point of contact for 4 assigned Managed Recovery Program customers Identify, project manage and coordinate Total IT Global Service Owner Groups to ensure they are delivering contracted services and meeting customer requirements.• Provide overall coordination and data gathering for customer’s production environment to document and maintain their application and hardware requirements and dependencies.• Successful service delivery – manage service delivery SLA achievement and high level of customer satisfaction.• Building, maintaining and analyzing service reports to address any possible delays before it occurs.• Monitor, Measure & Manage the performance of Delivery team & Service Desk against client expectations / commitments.• Incident management, Problem Management, Change Management, Escalation management and Asset management (Stock replenishment) for hardware maintenance contracts.• Regularly meet (weekly, monthly, and quarterly) with assigned customer base key individuals to capture changes to customer production application, system, and hardware environment that may impact availability and recoverability and trigger remediation to the contracted hardware, procedures and services for the customer.• Removing all obstacles to customer satisfaction and / or financial performance.• Communicating across organizational boundaries – from bottom to top level.• Following up, escalating and taking action if service delivery is not meeting expectations.• See upcoming issues proactively & be ready with the possible solutions.• Working with the client delivery teams along with FSO teams to identify and manage service improvement activities.• Propose any amendments/ideas to improve processes & to keep customer delight for long run.• Develop and implement processes with client to ensure effective information flow to speed up delivery timelines.

New Delhi Area, India

· Provide integrated management and coordination of Incident Management, Problem Management, Change Management, and Availability Management processes.· Optimize the availability of IT infrastructure, systems, and services to meet the commitments IBM has made to its clients in a cost-effective manner.· Deliver an Enhanced Recovery Model for resolution of Major Incidents of complexity or long duration.· Utilize technical and client environment knowledge to assure services and components are designed and delivered to meet their availability targets.· Facilitate bridging the gaps between delivery teams and drive rapid recovery during incidents.· Provide a holistic view of the client's environment and make recommendations to improve overall service· Conduct time to time training and triage for SA teams.· Update project documents to assure 100% achievements of targets.

Bengaluru, Karnataka, India

Do Incident Management· Overall responsible for the delivery of all ITOC Command Center Services.· Responsible for allocation of resources to provided delivery of ITOC Command Center Services, to include IT support resources as well.· Deliver IT Infrastructure Library (ITIL) operational processes to fulfill the IT Service Management framework used to make service delivery and support possible across the IT Operating Model.· Rapid detection and facilitation of Incident Resolution to help reduce downtime to the business and provide higher availability of service.· Accurate and rapid assessment of business impact to ensure the proper level of response for an Incident· Aligns IT activities with real-time business impact by identifying business priorities and dynamically allocating resources· Enables Problem Management to conduct effective Root Cause Analysis to prevent reoccurrence.Achievements:·

Gurgaon

· Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.· Monitor and take action on TKS, personnel and payroll issues.· Conduct performance appraisals annually.· Review Convergys compliance documents as required.· Responsible for staffing and hiring.· Maintain current employee records on direct reports.· Review CMS statistics on a daily basis and provide constructive feedback.· Provide Subject Matter Expertise.· Ensure training needs of subordinates are met.· Modify Operations as needed to meet service level agreements under supervision of Operations Manager.· Successfully complete all client related training.· Resolve escalated customer issues.· Hold team meetings on a regular basis with direct reports.· Communicate all process and client changes to direct reports within specific timeliness promote the use of all center communication tools.· Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.

Gurgaon, India

Responsible for handling shifts for login\ logout, breaks etc.Responsible for achieving client targets for Service levels, customer handling time and in completingagent’s login time.Arranging meetings, coaching\ feedback's and interviews for agents.SPOC for Six Sigma White Belt training for all agents on floor.SPOC for Knowlagent Courses for assigning, reports, driving completion.Responsible for arranging time to time technical triage's for support professionals.Audit and maintain all the workstations in working conditions by being in continuous communicationwith technology (IT) and facilities team.Working closed with Work Force Management (WFM) team in deciding shifts, staff requirement,overtime requirement etc.Working on CMS, CRDB, IEX applications.Responsible for creating and sending out all the reports on agent’s performance, score card and trainingto senior management.

Gurgaon, India

Worked as „Solution Engineer‟ in „Quatrro Bussiness Support Services‟ Pvt Ltd. with the Viacom.

Worked as ‘Solution Engineer’ in ‘Quatrro Business Support Services’ Pvt Ltd. with the Viacom.