Divya Mathias Email & Phone Number

India

Bengaluru Area, India

• Responsible for onboarding new joiners and off-boarding of leavers in addition to training joiners with a complete understanding of the profile• Deftly performing hand-holding until the resources are moved to production and worked closely with process lead for implementing changes in the process document• Requirement gathering of audit-related documents, assessed and shared it with the internal account team, tracked assets and inventories in a periodic manner• Spearheading the monthly front-end operations along with reviewing meetings with transport vendors, thereby addressing issues related to transport• Collate invoices and approvals from clients to perform auditing, prepared rosters, circulated to the team, and coordinated with transport for arranging cabs

Handling critical and major incidents (data, voice and application outages) impacting the Call Centers worldwide and the main goal is to lead the restoration efforts of all infrastructure issues that impact critical components within the BPS Platform and based on the HP Standard priority definitions to determine the impact classification. My responsibility includes Incident, Problem, Change, Contact and Project Management

Responsible for service level delivery , Customer Experience, Escalation Management, Client Conference Calls & Process Operations.Provide metrics and reports to clients and managementProvides a focus for SLA managementEnsure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used.Identify problems and ensure root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.

Evaluate trapped incidents and takes appropriate action to move them through the processInvoke the appropriate support to move an incident through the processAnalyze misrouted incidents for matching symptoms and multiple occurrences (Bounces)Make sure outages are communicated in the appropriate end-user, and internal, information tools.Validation of critical incidents and tracking the same.Ensure a technical bridge and a virtual room is open during outages for resolving team engagement.Make sure information is available to be communicated to the end user on the progress and status of the incident "as needed" Monitor the incident management system for incidents that are: • Unassigned • Not active • Reaching SLA threshold Ensure the status, progress, and history of the incident/request is up to date and correct for incident that are formally escalatedProvide inputs to review teams(s) for performance improvementEnsure miss-routed cases are identified and assigned to correct support workgroupsMonitor aging tickets.