Chandrajeet Singh Email and Phone Number

• Management of key staff responsible for IRC Service Desk for leading financial business.• Be responsible for career development and appraisals of staff.• Major Incident management ensuring that SLA’s are achieved and client expectations are met (or exceeded).• Service transition for customers as services are added or removed.• Definition of service level agreements (SLAs) related to contracted services and that escalation flows are in place, advise technically on… Show more • Management of key staff responsible for IRC Service Desk for leading financial business.• Be responsible for career development and appraisals of staff.• Major Incident management ensuring that SLA’s are achieved and client expectations are met (or exceeded).• Service transition for customers as services are added or removed.• Definition of service level agreements (SLAs) related to contracted services and that escalation flows are in place, advise technically on escalations.• To specify systems, processes and methodologies, to ensure effective monitoring, control and support of service delivery.• To ensure reports are provided to an agreed schedule (or on request), including management and account performance reports.• Schedule and Attend Weekly/Monthly client service review meetings; areas covered will include performance reports, service improvements and quality.• To develop and facilitate training & development of the IRC.• To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.• To plan and schedule resources to the requirements of the business.• Ensure transfer of knowledge to other staff to ensure the Customers systems are understood.• Work as a team member within the organisation to provide a resilient service to our customers. Show less

§ Complete service delivery responsibility OneGE Helpdesk.§ SME and SPOC for GE Retail Finance Business in OneGE.§ Leading a team of 14 Technical Support Analysts/Specialist to provide world-class IT helpdesk support services.§ Driving OpEx & E2E Metrics through daily and weekly dashboards initiated across the floor.§ Helpdesk Service Improvements, Design & Implementation: Improving and simplifying Standard operating procedures, Dynamic shift manning to improve call… Show more § Complete service delivery responsibility OneGE Helpdesk.§ SME and SPOC for GE Retail Finance Business in OneGE.§ Leading a team of 14 Technical Support Analysts/Specialist to provide world-class IT helpdesk support services.§ Driving OpEx & E2E Metrics through daily and weekly dashboards initiated across the floor.§ Helpdesk Service Improvements, Design & Implementation: Improving and simplifying Standard operating procedures, Dynamic shift manning to improve call statistics, Designed processes, technical transitions to improve problem solving abilities and escalation procedures for improving wing2wing performance.§ Ensuring all CTQ’s and CTP’s according to the SOW with the Client are met.§ Training New Hires.§ Preparing RCCA’s using Six Sigma Quality tools to be presented to the Client for any Metric miss.§ Monthly one-on-one sessions with staff and counseling them on possible career opportunities and plan to acquire the required skills.§ Any other Additional Organizational responsibilities.§ Instrumental contribution in driving IT Service Management across Genpact IT Services, India. Show less

§ Worked as a Project Manager for SAV Credit Business§ Application Packaging and Deployment as per Business Requirements.§ Image Creation as per Business Requirements§ Ensuring daily tasks are accomplished with the tools available.§ Daily, Weekly and Monthly reporting on the status of the project.

§ Complete service delivery responsibility GE Money Americas Helpdesk account.§ Leading a team of 42 Technical Support Analysts/Specialist to provide world-class IT helpdesk support services.§ Leading a team of 5 Specialists for Business Critical Incident Management.§ Driving OpEx & E2E Metrics through daily and weekly dashboards initiated across the floor.§ Helpdesk Service Improvements, Design & Implementation: Improving and simplifying Standard operating procedures, Dynamic… Show more § Complete service delivery responsibility GE Money Americas Helpdesk account.§ Leading a team of 42 Technical Support Analysts/Specialist to provide world-class IT helpdesk support services.§ Leading a team of 5 Specialists for Business Critical Incident Management.§ Driving OpEx & E2E Metrics through daily and weekly dashboards initiated across the floor.§ Helpdesk Service Improvements, Design & Implementation: Improving and simplifying Standard operating procedures, Dynamic shift manning to improve call statistics, Designed processes, technical transitions to improve problem solving abilities and escalation procedures for improving wing2wing performance.§ Ensuring all CTQ’s and CTP’s according to the SOW with the Client are met.§ Training New Hires.§ Conducting regular BCP/DRP tests and invoking BCP/DRP whenever applicable.§ Preparing RCCA’s using Six Sigma Quality tools to be presented to the Client for any Metric miss.§ Monthly one-on-one sessions with staff and counseling them on possible career opportunities and plan to acquire the required skills.§ Any other Additional Organizational responsibilities. Show less

§ Diagnose and resolve technical support issues for new and existing customers.§ Report solutions and best practices back to customer.§ Maintain accurate and complete record of support activities within company's customer ticketing system.§ Ensure continuous monitoring of customer tickets so that they are resolved according to customer service level agreement timelines.§ Work closely with development teams to diagnose bugs and provide workarounds to customers.§ Escalate… Show more § Diagnose and resolve technical support issues for new and existing customers.§ Report solutions and best practices back to customer.§ Maintain accurate and complete record of support activities within company's customer ticketing system.§ Ensure continuous monitoring of customer tickets so that they are resolved according to customer service level agreement timelines.§ Work closely with development teams to diagnose bugs and provide workarounds to customers.§ Escalate customer issues appropriately within Support groups and/or to Engineering.§ Excellent time management skills, organizational skills, problem solving and crisis management skills.§ IT SPOC for the process, maintaining the system information and making sure all the PC’s are up and running with all required software’s. Also, making sure that the staff is 100% compliant on Data Privacy, Data Classification & other GE GDC policies and certifications.§ Excellent communication and writing skills.§ Responsible for Mentoring, handling escalation calls and other support personnel.§ Responsible for Training new hires.§ Responsible for setting up a new Incident response center desk for handling critical customer issues on priority.§ Any other Additional responsibilities Show less

§ 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.