Arun David Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Bengaluru Area, India

Bengaluru Area, India

Operations Lead for Adaptive Management Services part of Next Generation IT Program

Bangalore

Part of GSD TS Consulting! As a Solution Architect maintain excellent communication with Pursuit Solution Architect, customer’s business and IT executives, and HP’s internal stakeholders. Facilitate smooth transition from sales to implementation by orienting the appropriate teams to the solution design. Through continuous innovation and creating success and become a trusted advisor (internal and external) and build customer loyalty.

Bangalore

• Managing and coordinating problems that span multiple technologies• Managing cross tower technical action planning and driving internal HP communications for the duration of the issues currently being involved. • Lead and drive virtual technical teams in order to isolate the cause of a technical issue to the failing factor.• Communicating Technical action planning to keep technical team coordinated and customer situations under control. Working in coordination with the local… Show more • Managing and coordinating problems that span multiple technologies• Managing cross tower technical action planning and driving internal HP communications for the duration of the issues currently being involved. • Lead and drive virtual technical teams in order to isolate the cause of a technical issue to the failing factor.• Communicating Technical action planning to keep technical team coordinated and customer situations under control. Working in coordination with the local solution center, customer account team or perhaps escalation/account/pre-sales manager to provide ongoing status to the customer.• Negotiating to bring correct resources together to focus on an issue. E.g. helping CSC management to prioritize relative importance of one issue over another.• Contributor to publish Issue Resolution Documents Show less

Bangalore

• Owner of elevations to ISS Engineering for end-end resolution of issues• Co-ordination with Escalation, Account, Sales and various technology groups and working together to address customer’s issue to resolution and enhancing customer satisfaction.• Technical/Team Lead for the internal team (Converged Infrastructure and Networking)• Providing Level 2 support to ISS Blade Systems, Virtual Connect, ProCurve, CISCO, GBE2c interconnect Blade switches and CloudSystem Matrix… Show more • Owner of elevations to ISS Engineering for end-end resolution of issues• Co-ordination with Escalation, Account, Sales and various technology groups and working together to address customer’s issue to resolution and enhancing customer satisfaction.• Technical/Team Lead for the internal team (Converged Infrastructure and Networking)• Providing Level 2 support to ISS Blade Systems, Virtual Connect, ProCurve, CISCO, GBE2c interconnect Blade switches and CloudSystem Matrix OE• Owner of the team’s Health Report, Case reviews, Escalations, Leave Management, Team Meetings, Training plan tacking/completion and Knowledge Sharing• End-to-End diagnosis/troubleshooting/lab simulation and testing• Interaction with customers, escalation, sales, engineering and product division teams during high management visibility scenarios• Co-ordination with ISS Engineering teams for an end solution to an issue• Part of the project for intern-ship of engineers to the GCC team and we have completed 2 successful seasons of the intern-ship program. Show less

Bangalore

• Mentoring and coaching 20-25 engineers in relation to Technical Escalations, Elevations, 2ndlevel support.• Owner for GSCB ISS UK & I and MEMA TCE metric for the last 4 years• Reporting based on key performance indicators –TCE, DADE (DAPU), Utilization, Productivity, Quality Transaction Monitoring etc• Core Contact for all escalations for Customer Managers, Account Delivery Managers and Account Managers UK & Ireland Escalation team• Owner for SLA, TAT’s for various Mission… Show more • Mentoring and coaching 20-25 engineers in relation to Technical Escalations, Elevations, 2ndlevel support.• Owner for GSCB ISS UK & I and MEMA TCE metric for the last 4 years• Reporting based on key performance indicators –TCE, DADE (DAPU), Utilization, Productivity, Quality Transaction Monitoring etc• Core Contact for all escalations for Customer Managers, Account Delivery Managers and Account Managers UK & Ireland Escalation team• Owner for SLA, TAT’s for various Mission Critical, Mission Sensitive, Relationship Customers (various CTR’s)• End-End Care of Process and Account related and Escalated (SCOPE customer’s) customers. Show less

Bangalore

• Provided Enterprise Support to Mission Critical and Mission Sensitive Customers -EMEA region: HP Proliant, Blade Class Systems, Modular Smart Array Enclosures, Blade System Infrastructure Interconnects, HP Systems Insight Manager (HP SIM) Software, Power Protection and Management Tools, Remote Management Hardware, ICE Linux and HP Valencia Solution.• Handled Escalations, Elevations in relation to TCE, Service levels responses and Quality to Customers.• Active team member in Six Sigma… Show more • Provided Enterprise Support to Mission Critical and Mission Sensitive Customers -EMEA region: HP Proliant, Blade Class Systems, Modular Smart Array Enclosures, Blade System Infrastructure Interconnects, HP Systems Insight Manager (HP SIM) Software, Power Protection and Management Tools, Remote Management Hardware, ICE Linux and HP Valencia Solution.• Handled Escalations, Elevations in relation to TCE, Service levels responses and Quality to Customers.• Active team member in Six Sigma Projects -related to Parts Consumption and Shipment. Trained in Q Basics, Parallel Thinking with Six Thinking Hats, Improvement Plan Training and DMAIC and worked on numerous Green Belt projects as a member.• Ensuring Complete Customer Satisfaction and Temperature Vibe check through callbacks made to customers for closed cases/open cases resulting in enhanced performance in Total Customer Satisfaction and ensuring Total Customer Experience.• Member of the VoW -Voice of Workforce Core Team, Project Swayam. To create awareness of HP Values and Corporate Objectives, take feedback on the previous VoW survey, ensure greater participation in future VoW survey's and adherence to core values of the organization.• Contributing to Knowledge Data Bank -advisories, articles etc.• Mentoring of new entrants in the team, guiding and providing Technical and process related queries and escalations. Show less

Bangalore

• Provided Technical Support -Notebooks (Laptops) for North America customers for Hewlett Packard• Handling Second Level Escalations• Mentoring of new entrants in the team, guiding and providing Technical and process related queries and escalations.• Engaging in Team Building Exercise such as Technical topic related forums and awareness of emerging technical issues• Besides mentoring the assigned Team also taking process and technical escalations for other agents across the… Show more • Provided Technical Support -Notebooks (Laptops) for North America customers for Hewlett Packard• Handling Second Level Escalations• Mentoring of new entrants in the team, guiding and providing Technical and process related queries and escalations.• Engaging in Team Building Exercise such as Technical topic related forums and awareness of emerging technical issues• Besides mentoring the assigned Team also taking process and technical escalations for other agents across the floor• Achieved the Most Valuable Partner Award for three consecutive quarters Show less

Bangalore

• Mentoring the assigned Team with respect to Technical and Process related queries.• Ensuring the team achieves the targets relating to Average Handling Time (AHT), Customer Satisfaction Scores (CSATs), Quality scores, Process Adherence as well as Schedule Adherence.• Conducting Team Huddles with respect to Technical issues, as well as conducting one -one counseling sessions with individual agents to improve on their parameters• Provided Technical Support for Desktops and Office… Show more • Mentoring the assigned Team with respect to Technical and Process related queries.• Ensuring the team achieves the targets relating to Average Handling Time (AHT), Customer Satisfaction Scores (CSATs), Quality scores, Process Adherence as well as Schedule Adherence.• Conducting Team Huddles with respect to Technical issues, as well as conducting one -one counseling sessions with individual agents to improve on their parameters• Provided Technical Support for Desktops and Office jets for North America Customers for Hewlett Packard.• Handled technical escalations on the floor, Mentoring and Administrative duties. Reporting Performance based on various parameters such as TCE, AHT, Quality Scores and Process Adherence.• Besides mentoring the assigned Team also taking process and technical escalations for other agents across the floor Show less

Bangalore

• Providing Technical Support for Office jets (All In Ones) for North America customers for Hewlett Packard.• Handled technical escalations on the floor and Team Building Exercise.