Ayan Saha Email & Phone Number

Vilnius, Lt

Bengaluru Area, India

• Drive the project management meetings with onshore business team for prioritization and planning • Responsible for management of the L1/L2 and Remote Resolution team• Plan and drive the entire Operation process.• Manages the day-to-day operations of the team, ensuring delivery of team productivity and quality• Active participation in audits and guiding the team in adhering to processes defined. • Prepare weekly and monthly status reports of the projects.• Coaches and develops individual team members ensuring they have the skills and knowledge to succeed in current and future job roles• Ensuring that the goals of the Incident Management process are achieved, restoring normal service as soon as possible based on customer perspective and within defined SLA• Mapping client’s requirements, identifying improvement areas & implementing measures to maximize CSAT levels• Manage customer escalations and coordinate resolution efforts with key stakeholders by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled.• Ensure customer escalations are resolved within agreed upon timelines and reduce escalation volume• Allocate work among team members and provides guidance on a regular basis.• Acts as point of escalation and responsible for ensuring satisfactory closure of escalated customer issues. • Assist Site Leads with recruitment, performance management and development of all team members and delivery of business initiatives across team. • Ensures all queries are resolved efficiently and effectively by the team within the guidelines and procedures for customer satisfaction and service

Bengaluru, Karnataka, India

• Looked after the Technical Support team in Workflow & Analytic queue.• Identifies and escalates situations requiring urgent attention.• Redirects problems to appropriate resource when needed.• Research and answers questions using available information resources.• Advises users on appropriate actions.• Monitors and tracks open issues and requests and follow up to ensure timely resolution per established SLA’s.• Stays current with product information, changes, and updates.• Actively participates in project and team initiatives as needed. Explores opportunities to add value to job accomplishments• Forecasting and Planning• Drive the project management meetings with onshore business team for prioritization and planning • Liaison between business and technical team• To explain the requirement to both Development & QA teams and ensuring business objectives are met • Plan and drive the entire release process.• Post-release monitoring and provide customer feedback to the team. • Managing and maintaining time and materials-based approach in project implementation and support• Serve as an escalation point for issues that impact the customer’s success Interview/Coordinate with the HR team to hire associates for Service Desk

Bengaluru Area, India

• Involved in the creation of support documents for the project• Provided call and email support on customer IT issues• Ensured customers' queries/complaints are promptly addressed and evolve quick resolutions with minimum turnaround time• Provided support for Physicians and nurses on CPOE, PowerChart, SurgiNet, PowerNotes, Meditech and HSM Mckesson. Created role and user profiles in Cerner CPOE• Create and manage Incident and Request tickets in Zendesk and ServiceNow• Involved in monitoring recurring issues and raising problem tickets for respective team• Involved in granting access to servers (Linux, AIX, Windows) using putty for Change Requests• Maintaining good rapport with resolver teams to resolve issues in a timely and professional manner• Looked after the Technical Support Agents in DELL Desktop & Portables queue • Organized the Process Training for the Tenured Technicians of the floor

Bengaluru Area, India

• Troubleshooting Desktop / Laptop related queries of our global Clients over call which involves working in different time zones.• Taking calls from global customers and initiate the right response to them, positively and professionally.• Deal with a wide range of products using a powerful information database.• Provide remote solutions to problems, probe problems and explain the solution in such a way that non-technical users understand.• Removing and adding hard ware parts in the systems.• Supporting Operating Systems like 2000, ME, XP, Vista & win 7• Troubleshooting Wi-Fi, WPAN, WWAN issues on consumer’s system.• Handling wireless issue and configure router.• Outbound calls for Escalated issues, complaints, CSAT, follow-up.• Helping New hired colleagues.