Bharathi Sankar Email & Phone Number

Chennai, Tamil Nadu, India

As a Service Desk Team Lead, played a crucial role in ensuring efficient and effective support services for end-users within an organization. Team Leadership: Provides leadership and guidance to the service desk team, including setting performance expectations, coaching team members, and fostering a positive and collaborative work environment.Staffing and Scheduling: Coordinate staffing levels and schedules to ensure adequate coverage for service desk operations, including managing shifts, rotations, and time-off requests.Incident Management: Oversee the handling of incoming incidents and service requests, ensuring timely resolution within agreed-upon service level agreements (SLAs). This involves triaging tickets, assigning tasks to appropriate team members, and monitoring progress to ensure SLA compliance.Escalation Management: Manage escalations from lower-tier support teams or directly from end-users, ensuring proper prioritization, communication, and resolution of escalated issues in a timely manner.Performance Monitoring and Reporting: Monitor service desk performance metrics, such as ticket volume, response times, resolution rates, and customer satisfaction scores. Generate regular reports to track performance trends, identify areas for improvement, and report to management.Knowledge Management: Maintain a centralized knowledge base of known issues, solutions, and best practices to facilitate efficient resolution of common problems and enable self-service options for end-users.Customer Relationship Management: Foster positive relationships with end-users by delivering high-quality support services, addressing feedback and concerns promptly, and proactively communicating updates and resolutions for ongoing issues.Vendor Management: Liaise with external vendors and suppliers to obtain support services, escalate product-related issues, and coordinate vendor resources as needed to resolve technical problems or fulfil service requests.

Chennai, Tamil Nadu, India

As a Senior Engineer specializing in Cloud and Infrastructure Management, encompassed a broad range of responsibilities related to designing, implementing, and managing cloud-based solutions and IT infrastructure.Documentation and Knowledge Sharing: Maintaining comprehensive documentation of cloud architectures, configurations, and operational procedures. This includes creating runbooks, architectural diagrams, and knowledge base articles to facilitate knowledge sharing and collaboration among team members.Technical Leadership and Mentorship: Providing technical leadership and mentorship to junior engineers and team members. This includes sharing knowledge, coaching on best practices, and fostering a culture of continuous learning and improvement within the team.Vendor Relationship Management: Managing relationships with cloud service providers and vendors to stay updated on new features, services, and pricing models. This includes evaluating vendor solutions, and resolving technical issues through vendor support channels.By fulfilling these roles and responsibilities effectively, contributed to the successful adoption, operation, and optimization of cloud-based solutions within the organization, driving innovation, efficiency, and agility in IT infrastructure management.

Chennai, Tamil Nadu, India

As an IT Infrastructure Engineer, involved designing, implementing, managing, and supporting the organization's IT infrastructure.Monitoring and Performance Tuning: Implementing monitoring tools and processes to proactively identify and resolve performance issues, optimize resource utilization, and ensure system reliability.Documentation and Compliance: Maintaining documentation of IT infrastructure configurations, procedures, and policies. Ensuring compliance with relevant regulatory requirements, industry standards, and best practices.Technical Support: Providing technical support and troubleshooting assistance to end-users and other IT teams. Resolving escalated issues and coordinating with vendors for advanced support when needed.Collaboration and Communication: Collaborating with cross-functional teams (such as development, operations, and security) to ensure alignment of IT infrastructure with business goals and requirements. Communicating technical information effectively to non-technical stakeholders.Continuous Improvement: Staying updated with emerging technologies, industry trends, and best practices in IT infrastructure management. Continuously evaluating and implementing improvements to enhance the organization's IT capabilities and efficiency.Overall, as an IT Infrastructure Engineer, played a critical role in ensuring the reliability, security, and performance of the organization's IT infrastructure, enabling the smooth operation of business processes and supporting the achievement of strategic objectives.

Chennai, Tamil Nadu, India

Managing customer conversations across all support channels requires a well-organized approach and effective communication skills. Here's a comprehensive plan to fulfil these responsibilities:Multichannel Support Management:Implement a centralized customer support platform to streamline interactions across in-store, online, and phone channels.Train support staff to efficiently handle inquiries on each channel while maintaining consistency in responses and service quality.Utilize omnichannel tools to ensure seamless transitions between channels for customers, providing a cohesive experience.Customer Inquiry Handling:Respond promptly to customer inquiries with accurate and helpful information.Develop standardized responses for common queries to expedite resolution.Empower frontline support staff with access to relevant resources and knowledge bases to address a wide range of issues independently.Issue Escalation Process:Establish clear criteria for identifying complex issues that require escalation.Implement a tiered escalation process to ensure rapid resolution by routing issues to specialized teams or managers as needed.Provide ongoing training to support staff on recognizing escalation triggers and facilitating smooth handoffs.Proactive Customer Experience Enhancement:Regularly solicit feedback from customers through surveys, feedback forms, and post-interaction inquiries.Identify pain points and areas for improvement based on customer feedback and implement proactive measures to address them.Implement loyalty programs, personalized recommendations, and proactive outreach initiatives to delight customers and exceed expectations.