Christopher Melvin Email & Phone Number

Bengaluru South, Karnataka, India

Align service strategy initiatives with business goals, lead project management and execution, and drive continuous improvements. Lead cross-functional teams, maintain performance reporting, manage stakeholder relationships, and implement strategies for organizational growth, ensuring seamless integration and achieving successful business outcomes.

Bengaluru, Karnataka, India

Geo leads overview strategic Leader for the Managed Service team within the designated geographic area who contributes to the overall success of Managed Services. Geo-Lead is accountable for smooth operations of the region, collaboration of cross-functional teams, Risk management, Continuous service improvement, Business escalation, Regional interlock meetings & Establishing and monitoring key performance indicators (KPIs).

Bengaluru, Karnataka, India

The Managed Service Manager is an experienced Program Manager, The Managed Services Manager is accountable for the end-to-end delivery of the solution to the customer’s single IT management focal for all Service-related issues, technical and process escalations, Greenlake Managed Service operations, & and integration action.

Bengaluru, Karnataka, India

Escalation Manager - Maintain the objective of the escalation and notification process: swiftly restore normal operations with minimal disruption to the customer's business. Initiate major incidents, involving all stakeholders, until resolution. Sustain the goal of the Major Incident process: swiftly restore normal operations with minimal disruption to the client's business.Change Manager - Coordinate change planning and execution, assess risks, communicate changes to stakeholders, and document initiatives comprehensively. Evaluate change effectiveness and collaborate with other teams. Ensure compliance with regulatory requirements and internal policies. Conduct post-implementation reviews for insights and future improvements.Incident Manager - Oversee the complete incident response process, assess incident priority and severity for prompt resolution, conduct root cause analysis to prevent a recurrence, generate incident reports for analysis, analyze trends for preventive measures, conduct post-incident reviews to evaluate effectiveness and implement lessons learned for enhanced future incident management.Problem Manager - Identify and log IT problems through monitoring and user feedback, and conduct root cause analysis to address recurring issues. Prioritize problems based on business impact and collaborate with relevant teams for resolution. Implement preventive measures to eliminate potential problems, manage a knowledge base, and align efforts with change management. Apply lessons learned for ongoing improvement in problem management.

Bengaluru, Karnataka, India

Identifying, assessing, and triggering the escalation process based on predefined criteria. Proactively overseeing escalations (Proactive Escalation Management) through daily case reviews to identify potential issues and mobilize resources to address concerns, thereby maintaining effective control. Serving as the Manager on Duty (MOD) for Technical Escalation/Elevation across multiple product groups. Functioning as the Single Point of Contact (SPOC) for customers, ensuring team availability during escalations or monitoring periods. Instigating hierarchical escalation processes involving Upper Management and domain experts to provide relief to customers and ensure satisfaction throughout the escalation. Assessing the root cause of escalations to enhance escalation procedures. Concluding the escalation process upon the successful completion of the monitoring period, ensuring customer satisfaction before closure. Delivering monthly data presentations to Team Managers and Tower Managers to pinpoint improvement opportunities and proactively avert escalations.

Bengaluru, Karnataka, India

Mentoring engineers supporting diverse server products, supervising complex and escalated cases for resolution, and improving overall customer experience scores and KPIs. Training new hires, directing a range of team metrics, creating metric-focused reports, and facilitating communication within the designated region. Collaborating on research with L3/L4 teams regarding elevated cases, working towards quarterly targets for various metrics, and efficiently managing team resources.

Bengaluru, Karnataka, India

• Technical Support for ProLiant DL ML and SL Servers, both rack and tower models.• Support for Blade Servers and Enclosures. • Complex handling of RAID concepts. • Experience in working on the Windows Server platform (OS). • Sorting out data centre complications. • Support for HP UPS • Handling Different queues for different support levels. • Support engineers who handle data centers in nine different countries. • Support for both hardware and OS levels.

Bengaluru, Karnataka, India

• Worked on HP LaserJet, All in one, Business inkjet, Digital send software, Scan jet, and High-end monochrome and color LaserJet printers.• Configuring printers on a wide network.• Installation of printer drivers.• Configuration of wired & wireless print servers.• Configuration of printer sharing, Server Client printing, and Direct IP printing.• Configuration of scan to email via mail exchange service. • Configuration of scan to SMTP servers.• Resolving Multifunction product Hardware challenges.• Handled Technical Support Services dedicated to helping the customer resolve printing, copying & and fax challenges quickly and efficiently.• Handling escalation on the network, and installation of MFP for wired and wireless scanning.• Ratification of cases.