Benjamin James Email & Phone Number

Hyderabad, In

Hyderabad, Telangana, India

- Lead strategic planning and execution of support projects for banking clients, ensuring alignment with organizational objectives and client needs.- Engage and allocate resources effectively to optimize team performance and productivity.- Develop and implement tracking metrics to monitor project progress, identify areas for improvement, and drive continuous enhancement.- Mentor and coach team members to foster a culture of growth and development within the support organization.- Design and deliver comprehensive training programs on project management methodologies and tools.- Facilitate Knowledge Transfer (KT) planning sessions to ensure seamless transition of project information and expertise.- Manage stakeholders at various levels, fostering strong relationships and ensuring alignment of expectations.- Deliver exceptional service to banking clients, consistently exceeding performance targets.- Implement process improvements to enhance efficiency and streamline workflows.- Collaborate with cross-functional teams to address client needs and resolve escalated issues

Bangalore Urban, Karnataka, India

Senior Manager - TAC Operations, Bangalore - Palo Alto Networks.Responsible for handling EMEA theatre with the head count of 130+ engineers along with the managers and tech lead. • Drive profitability and growth of the program.• Plan on boarding and future opportunities.• Manage optimum billing requirements, shrinkage and buffer.• Drive Service Levels and Operational Metrics including site level KPI’s & SLAs.• Manage Client and Business level escalations.• Collaborate with Global leadership teams for Process, Service and Business excellence.• Collaborate with Global leadership teams for Process, Service and Business excellence.• Monitor the TAC Engineers, Domain Experts & Tech Leads regularly to identify and work on the areas of improvement.• Drive hygiene metrics like Absenteeism, Attrition & Schedule Adherence.• Drive recruitments through internal & external hiring and oversee appropriate sourcing.• Drive customer engagement & satisfaction via CSAT & NPS.• Drive performance metrics, escalation processes, quality compliance and drive meritocracy. • Drive technical skill analysis with appropriate check mechanism.• Drive Performance Management • Drive Employee Engagement and manage attrition with appropriate retention analysis.• Manage multiple specialized teams within Palo Alto Networks TAC: NGFW – Enterprise Support, Focused Services & End Point.

Bengaluru, Karnataka, India

Manage TAC OperationsResponsible for NAM theatre and handling a head count of 25• Drive and ensure Service Levels and Operational Metrics including team level KPI’s are met.• Monitor the TAC Engineers regularly to identify and work on the areas of improvement.• Manage hygiene metrics like Absenteeism & Attrition.• Perform Team metrics analysis, variance analysis, action plans which are used to identify the outliers at a campaign/site level.• Hiring and sourcing of right resources for the role of a TAC Engineer.• Conduct DSAT Analysis to follow up with customers, chalk out corrective measures & action plans, and present to the Client on a weekly basis.• Ensuring adherence to performance metrics, escalation processes, quality compliance, shift scheduling, and schedule adherence.• Ensure appropriate technical competence of TAC Engineers.• Organize technical upscaling and refresher training.• Responsible for Performance Management of Engineers in the team.

Hyderabad Area, India

Worked as Technology support Manager / IT ManagerKey Responsibilities are as below.Delivery excellenceCustomer experienceQualityProductivityAudit & complianceStakeholder engagementPeople managementEmployee experience & Talent retentionSLA / SLO / KPI attainmentcompetency productivity metrics Continuous improvement in planning management.

Hyderabad, Telangana, India

Managing teams handling Incident Management process.Client/Customer/People ManagementForecasting and PlanningManage the daily team activities and ensure the daily operations run smoothly.Drive Team adherence and manage monthly scheduling.Manage key business metrics like SLA and CERun reports & conduct a thorough analysis of SLA achievement.Drive Continuous Improvement in the team along with metrics improvementGenerate dashboard and scorecards for the Team for review.Performance management for the entire Team.Weekly Reviews to the Management on key deliverables.Scheduled Monthly Team meetings.Feedback and CoachingKnowledge management for the team and quality controlApply performance management strategies - action plans, BQ planningMentoring

Hyderabad, Telangana, India

2010 – 2012: Remote Technical Support Engineer, Level 2Provided remote technical support, resolving complex technical issues.Assisted clients with troubleshooting and ensured timely resolutions.Delivered exceptional customer service and maintained high satisfaction levels.---2012 – 2014: Team Lead & Major Incident ManagerLed a team in managing critical incidents, minimizing downtime for clients.Collaborated with cross-functional teams to resolve major incidents within SLA.Reduced resolution times by improving incident response processes.Served as the primary contact for stakeholders, managing communications during incidents.---2014 – May 2018: Manager – Server Build TeamTeam Size: 90Managed a team of 90 members, focusing on operational efficiency and performance.Developed and implemented performance improvement plans for team members.Conducted training for new hires and existing employees to improve process knowledge.Generated daily, monthly, and individual performance reports, tracking team metrics.Prepared detailed client reports highlighting team achievements and SLA compliance.Led recruitment efforts to build a high-performing team.Provided constructive feedback and created a positive work environment.Handled functional escalations and ensured seamless service delivery.Collaborated with team leads to address performance issues and provide guidance.Identified areas for improvement and conducted refresher training.Drove team performance by sharing insights from research and development.

Hyderabad Area, India

• Handle calls of customers/ clients for Dell CTS, related to Dell hardware, Dell all in one printer’s software, • Helped customers Installed antivirus software, MS office software, drivers,• Guided the client to install hardware part.• Helped client installing set up there new PC .• Helped customers in set up the windows Xp, Vista and windows7 if the system was not booting in to windows.• Helped customers in resolving the No post, No boot, BSOD and no video issue.• We also used to Troubleshoot on OS issue: windows Xp, Vista and windows7• We used to Troubleshoot on the software which where bought from dell.• We also use to Upsell the right product for the customers system and help the customers to upgrade the system.• We also use to configure the system for the customers.• Mentoring of new associates in the process by helping them in teaching the process & procedures and different call scenarios & application usage.• SME for leads and the octane

Hyderabad Area, India

Providing 1st level technical support to customers. Experience in Trouble shooting web browsers and security settings. Excellent communication and writing skills Responsible for providing software, hardware & mainframe support for employees of GE Money Americas. Done account Management for domain, VPN and Citrix Terminal Server.Responsible for Mentoring, handling escalation calls and other support personnel. Handle calls of customers/ clients for Ge Money, related to Outlook & Outlook Express and applications like Internet Explorer, VPN, mainframes, workstation, Sametime , Safeboot and R1 domain Help the customers on the chat tool (Sametime) simultaneously while taking calls Handling Web cases as well, along with calls and chatSupporting my Team Lead & Manager by pulling up teams reports i.e., Daily metrics reportHandling Level 2 jobs By handling bridge all regarding the business outage. By getting the right team to join the call and fixing the outage issue.Use to pull the reports for the team like AHT, Web report, Aux report and use to help in making the slides for the monthly meetings for the team and provided feedback Actively participate in all the events organized and was well known for the performance in the teamMentoring of new associates in the process by helping them in teaching the process & procedures and different call scenarios & application usage Have worked on the web tickets and gave 98% SLA for 8th continues months for the team and was awarded for having maintained the SLA for web ticket to be in green for 8 months.

Master Of Business Administration (Mba), Information Technology Project Management

Bachelor Of Commerce (B.Com.), Business/Commerce, General

Intermediate Board, Cec

High School Diploma, School

Master Of Business Administration - Mba, Information Technology Project Management