Daniel Barnabas Email & Phone Number

Dublin, County Dublin, Ireland

Dublin City, County Dublin, Ireland

Chennai, Tamil Nadu, India

• Manage major incidents to resolution as quickly and efficiently as possible within contracted SLA’s • Ensures that incident routing does not meet bottlenecks and that appropriate resources have been engaged to effectively investigate and diagnose critical incidents. • Achieved a 20% reduction in the volume of incidents impacting the business across all service areas during 2018. • Perform major incident trend analysis as part of the Continual Service improvement process to identify and eliminate the source of reoccurring incidents. • Created and updated policy and procedural document based on customer requirements. • Process Improvements: Identify and construct process frameworks as well as reviewing, recommending and documenting improvements to establish process. • Manage incident bridge calls with support teams / On call support teams and Senior management and stakeholders. • Provide management reporting on incident KPI metrics and incident management performance. • Provide guidance on incident management to all support staff and assist in their training and knowledge development. • Worked on customer feedback as a part of continuous process improvement. • Lead RCA investigation to successfully identify the root cause of critical and chronic issues and be responsible for working with stakeholders to develop valid action to reduce risk or impact.

Chennai

As a service delivery lead I have handled new product releases. Handled customer escalations, provided innovative ideas for better customer satisfaction and business improvement. Managed support team and maintained SLAs. Defined KPIs and ensured the team achieves it. Conducted periodic reviews and audits to ensure high standards of service delivery.

Chennai, Tamil Nadu, India

Handled customer complaints and issues over remote. Provided group drive access, new user creation, DL lists creation, outlook issues and provided resolution to tickets based on priority and maintained SLA standards at all times.

Chennai Area, India

Handled escalation calls and emails. Managed support team and ensured the team always their targets. Being a lead for a call center, ensured the team handles all calls and has the AHT within target. Introduced innovative ideas for AHT reductions and process regulations.

Master'S Degree, Cloud Computing

Bachelor'S Degree, Computer Science

Hsc, Computer Science

Bachelor Of Engineering - Be

Education record