Arpit Tayal Email & Phone Number

United Kingdom

London Area, United Kingdom

London Area, United Kingdom

London, United Kingdom

I am Technical Support Leader for Europe responsible for L1 and L2 Support for IBM’s portfolio of hosted services running in IBM Data Centers around the globe. My Team supports the IBM B2B Cloud platform that is accessed across multiple communications protocols for high value customers spanning different verticals. Key responsibilities: -Responsible for a diverse team of Technical Support Engineers spread across Europe in Germany, UK, France and Italy providing Support in 4 languages.-Hired, trained and developed highly effective customer support team that consistently exceeds customer satisfaction ratings.-All aspects of people management- hiring, training, goal setting, coaching, performance management, career development, team management, 1:1 and team meetings, separation etc.-Working with cross-functional IBM teams- Global Leadership, Offering Management, Engineering, DevOps, Sales etc.-Handling customer escalations quickly and effectively from large enterprise customers leading to high customer retention. Incident Management and Root cause analysis.-F2F/ remote meetings with the Clients for Support service delivery reviews.-Assisting with the Support enablement of new Clients and new IBM offerings.-Implementing processes, systems, and technology to support and enhance the technical support function.-Generating reports to track the Support KPIs. (Example: NPS- Net Promoter Score).-Ensuring service level agreements are met by managing technical support related operations.-Resource scheduling for 24x7x365 Technical Support Operations. -Working closely with our partners to ensure their service delivery met our high standards of support excellence.

London, England, United Kingdom

I was responsible for the delivery of technical support as the European technical lead. Key Highlights:-Ensured service level agreements were met by managing technical support related operations.-Identified and resolved business system problems utilizing continuous process improvement activities.-Managed escalated customer complaints through resolution utilizing cross-functional and global resources as required.-Provided technical mentoring, problem resolution when difficult customers engagements where needed.-Conducted weekly technical updates on back log cases involving the team

London, England, United Kingdom

I worked as a Support subject matter expert and single point of contact for several IBM B2B Customers and their trading partners. I delivered the EDI production Support. I represented IBM from Europe on weekly Support review calls with Customers’ IT team. The key focus areas were:-End to End EDI/ B2B process flow- Support case management- Working with various EDI standards, communications protocols and data formats- Customer facing skills and stakeholder management.- Trading partner configuration/ onboarding- EDI account management/ Escalation management and EDI production Support- EDI co-ordination- Working in remote-offshore model

Bengaluru, Karnataka, India

I worked with several IBM (previously Sterling Commerce) B2B Managed Services Customers as EDI Mapping Expert and helped them in mapping requirement analysis, mapping services, MRS (Mapping Requirement Specifications) Creation, map development and testing, mapping bug Fixing, production support.

Bengaluru, Karnataka, India

I worked for a Financial Institution as Consultant and helped them in customizing the Sterling Integrator product as per their requirement. I performed the gap analysis, wrote and executed the test scenarios with the customer.

Bachelor Of Technology - B. Tech, Computer Science And Engineering

Internship, Supercomputing

Sr. Secondary, Science

Internship, Data Encryption, Digital Rights Management

Internship, Parallel Computing