Deepali Pawar Email & Phone Number

Maharashtra, India

India

Principal Job Responsibilities:• Manage the team and assist them with day to day tasks in order to make one team one dream• Manage employee relations, recruitment, attrition, conflict resolution and interpretation.• Define clear roles and responsibilities within the team. E.g; RACI matrix.• Identify Training needs and deploy training on required skill enhancement• Take ownership of the incident management processes and enable strong cooperation between ITSC managers and global teams to provide seamless support to customer. Example P1-P2 communication• SPOC for escalated issues related to incidents within the IT Helpdesk.• Accountable for the delivery of continuous improvement initiatives relating to operational activity by proactive attitude. E.g. Problem management, initiative ,ideas.• Follow up within the team and take actions to ensure that bar of Metrics is kept higher (SLA, Quality)• Any other assignments delegated by the management• Be a good communicator and good listener within the team. Listening to employee queries and providing appropriate feedback.• Ensure adherence to Konecranes Core values and code of conduct every time.• Perform Random audits within ITSC on various KPI’s.• Be part of ITSC Management group and give valuable inputs for guiding the ITSC management team.• Recording and managing people issues and escalating when necessary. Managing team deliverables. Co-ordination with HR and other departments on need basis.• Find initiatives wherever possible to avoid cost and make your unit cost effective.• Provide success stories as an outcome of the excellent work done proactively by your team. Eg; Been able to reduce incidents by proactive problem management, training key users etc.• Identify and map the training needs from Incident management process which can improve customer efficiency.• Provide accurate Headcount forecasting for monthly reviews and financial controlling.• Accountable for induction planning & execution.

India

Roles and Responsibilities: -  Have Great Experience in Amdocs Billing, and Order Management (CRM). Key Responsibility of have complete co-ordination in related project. Managing the project to be in Green status. I am managing the team which handles Incident management and all major activities regarding Incident Management. Managing team of 90 direct repartees and total group of 200 people with 4 different accounts.  Preparing project improvement plans which are delivered to us from respective next level teams and make changes to established SOP’s and documentation. Establish and ensure co-ordination between functions – Service Desk, Production Support, Tier 2.5, COM and Development teams. Building Team collaboration and maintaining team environment. Consistently improve customer satisfaction through expert resolutions of conflicts, issues, and concerns and drives the telephonic communication accordingly.  Managing KPI’s, OLA, SLA’s for all the account internal and external on monthly basis.  Handling Escalated incidents and P1/P2 Incidents within SLA with RCA if needed. Yearly evaluation handled for all my direct assignees.  Key responsibility is to enhance the knowledge of team member and support them for future growth on Organizational career path. Providing support for accounts 24/7 for 365 days.

Roles and Responsibilities: -  Activation and De-activation of Services. Calculation of Waivers and arranging the approval for the same.  Preparation of Monthly Billing Summary for Corporate Accounts. Fulfilling of Bulk Corporate requirements of Installations, coordination with the Mobility Team. Preparing & processing Daily/Weekly/Monthly/Yearly Reports as required by the Management Team. Activation & De-activation of National and International Roaming. Assigning new Mobile numbers.