Pan India Vendor Management and Currently Incident Management  Good understanding of infrastructure technologies. Ensure call back expectations are met or exceeded. Responsible for monitoring and addressing issues via a dedicated phone line and Internal Mailbox. Liaise with the Business Owners, RM and Tech Team as focal points for all high priority & major incidents reported. Communicate effectively with internal Teams and escalate issues if needed. Ensure… Show more Pan India Vendor Management and Currently Incident Management  Good understanding of infrastructure technologies. Ensure call back expectations are met or exceeded. Responsible for monitoring and addressing issues via a dedicated phone line and Internal Mailbox. Liaise with the Business Owners, RM and Tech Team as focal points for all high priority & major incidents reported. Communicate effectively with internal Teams and escalate issues if needed. Ensure prompt response and handling of HOT – SEV 1 / CRITSIT Issues, expired calls. Represent the team and International support while leading a SEV 1, SEV A and Major incident. Provide technical direction and coordination to the resolver groups involved Drive group chats and bridge calls effectively to resolve incidents Handle conflict situations and make quick decision while driving incidents Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management. Develop and maintain IRT Process. Managing all Vendors tagged for technical resourcing to NSS EUCS/GSD/GNS/DCS/EMCS Oversees the evaluation and selection of vendors as well as the negotiation on year end contract renewal. Ensure delivery of quality of service through regular dialogue with outsourced vendors and the reporting of performance metrics. Identify and resolve issues relating to service provision, working with the relevant parties to ensure appropriate measures and controls are put in place to prevent recurrence, communicating as required. Review fees against MIS and agreed tariffs, process payments, and to produce key metrics for departmental reporting. Maintain a profile of all outsourced suppliers for the region, monitoring timelines for reviews, ensuring all relevant information is up-to-date. Show less

Pan India Vendor Management for ITIS

 Good understanding of infrastructure technologies (MS Exchange, SharePoint and Office and Lync/ OCS, etc.) Queue Supervisors for MSSolve Queues. Sort and assign cases in queue, 24/7 monitoring of all assigned queues. Ensure call back expectations are met or exceeded. Responsible for monitoring and addressing issues via a dedicated phone line and Internal Mailbox. Liaise with the TAM, TR and CRITSIT Management as focal point for all high priority & major… Show more  Good understanding of infrastructure technologies (MS Exchange, SharePoint and Office and Lync/ OCS, etc.) Queue Supervisors for MSSolve Queues. Sort and assign cases in queue, 24/7 monitoring of all assigned queues. Ensure call back expectations are met or exceeded. Responsible for monitoring and addressing issues via a dedicated phone line and Internal Mailbox. Liaise with the TAM, TR and CRITSIT Management as focal point for all high priority & major incidents reported. Communicate effectively with internal Teams and escalate issues if needed. Ensure prompt response and handling of HOT – SEV 1 / CRITSIT Issues, expired calls. Represent the team and MS NOAM while leading a SEV 1, SEV A and Major incident. Provide technical direction and coordination to the resolver groups involved Drive group chats and bridge calls effectively to resolve incidents Handle conflict situations and make quick decision while driving incidents Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management. Develop and maintain DM Process. Show less

Handled India's Biggest Louis Philippe Store, Attaining highest revenue and Maximum number of Loyalty Membership enrollment in the country.

 Maximises sales and exceeds store budgets, through assistance in and supervision of effective and continuous space, stock and seasonal management, and highest possible levels of customer service.  Maintains highest possible standards of in-store visual impact. Follows brand / layout guidelines correctly followed to deliver brand values and ensure corporate ''handwriting'' is evident in presentation.  Helps ensure store achieves defined stock loss targets. Ensures store accurately… Show more  Maximises sales and exceeds store budgets, through assistance in and supervision of effective and continuous space, stock and seasonal management, and highest possible levels of customer service.  Maintains highest possible standards of in-store visual impact. Follows brand / layout guidelines correctly followed to deliver brand values and ensure corporate ''handwriting'' is evident in presentation.  Helps ensure store achieves defined stock loss targets. Ensures store accurately carries out all loss prevention activities as defined by stock loss action plans.  Assists in administration of staff issues. Participates in delivering highest standards of in store training including weekly communication, daily de-briefs, product knowledge and on the job coaching.  Ensures store enacts and is fully compliant with all required administrative procedures according to company guidelines and within deadlines. Show less

 Reaching sales targets and increasing profits. Dealing with customer service issues such as queries and complaints. Interviewing and recruiting new staff. Supervising departmental Representatives and organising training  Organising rotas and holidays  Overseeing stock control and receiving orders to ensure no theft and mishandling of products

 Provides first-level technical support on Dell supplied products and/or peripherals using documented procedures and available tools  Provides first-level technical support on Dell Supplied software and applications to the point of installation and basic use, or to the level of service appropriate to the warranty offered on the product  Uses troubleshooting techniques and tools to identify technical defects/issues  Actively supports the customer in all aspects through to problem… Show more  Provides first-level technical support on Dell supplied products and/or peripherals using documented procedures and available tools  Provides first-level technical support on Dell Supplied software and applications to the point of installation and basic use, or to the level of service appropriate to the warranty offered on the product  Uses troubleshooting techniques and tools to identify technical defects/issues  Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident  Maintains knowledge of Dell's product line and service offerings along with future industry products and technologies  Attends required technical training sessions and makes effective use of assigned lab time  Complies with schedule adherence to ensure overall service level targets are achieved  Identifies and provides input on unique or recurring customer problems. In addition to providing support ensure prompt upselling.  Grow revenues for assigned book of business by driving cross-sell opportunities. Maintain 100% plus book of business Gain long-term service commitments from assigned accounts Maintain and master on-going relationships with each client on the basis that each communication provides value to the client Understand client’s business and information security environment. Clear understanding of technical acumen and ability to communicate effectively with technically sophisticated clients.  Intuitively and proactively understands client concerns and facilitates escalation to the appropriate resources to address and resolve each situation Perceived as a client advocate to ensure all service issues are resolved and the client experience is enhanced Show less