Edline Peter Email & Phone Number

Pune, Mh, In

Pune, Maharashtra, India

IT stratergy : Supports IT Management through the monitoring of relevant KPIsSERVICE LEVELContributes to the definition of relevant KPIs and dashboardsEnsures the data collection at local and central level of relevant data / KPIs, elaborates scorecards and dashboardsEnsures the understanding of KPIs evolutionMakes recommendations on how to improve current service level and related KPIsInteracts with Service provider to guarantee agreed service levels are metMonitors the service levels of internal and external services through continuous measurement of the main KPIs vs Service Level AgreementsINCIDENT & CHANGE REQUEST MANAGEMENTManages the processes of incident, problem, service requestDefines procedures, processes, and tools; is in charge of troubleshooting and escalation managementMonitors incident managementOrganize War Room in case of escalation processREPORTINGDefines the standard for all the reports made by service managementRESOURCES MANAGEMENTIs accountable for managing people assigned, ensuring a management system based on Group values, motivation, competence development and empowermentPromote the proper communication and cascading through the line managers to the teamsRecruits, manages, motivates, coaches, and develops own teamGuarantees professional development, evaluating people and proposing development initiativesSERVICE MANAGEMENTMonitor outsourced support services performance in the Region and interact with service providers governance structuresSupervise the Application monitoring activities ensuring the correct level of IT Services availabilityBe the IT counterpart for business stakeholders regarding systems availability and IT service deliveryEnsure regional users’ involvement in relation to Group initiativesAccountable on Service Management side for applications on Statutory & Internal Audits, Monitor Compliance with Group Governance & Implement Group IT policies as applicableAsset management -

Punr

1.Act as a point of contact in escalation matrix for all queries and incident. 2.Resource management ,people management. 3.Maintain the client relationship.4.Work on change request management. 5.Measure the performance and service level agreement. 6.License renewal.7.Own the End to end effectiveness of IT incident, Application LMS problems, IT change and IT service request workflows as per the latest ITIL standards.8.Leading the team for upgrading the version to SAAS/ server migration.9.Work on Change request / Incident / Problem and service management.10.Work closely with client and owned overall relationship with assigned clients that includes increasing adoption, ensured retention,developing upsell, opportunities and satisfaction11.Measure performance of service and business level agreements as per set expectation and provide data and reporting of KPIS and trends to IT departments as needed..12.Develop and mature phone/ Ticket escalation processes to ensure free flowing

Pune Area, India

Pune Area, India

Handling Customer queries for Support for SABA product. Providing training to customer for Saba Lms. handling calls and tickets for Product related queries. Working with Technical team for deployment and enhancement request.

Pune Area, India

handling Desktop related queries for internal and external customer.

Bachelor Of Commerce - Bcom, Information Technology, First Class

Itil V3, Incident Management, First Class

Mcitp, Network And System Administration/Administrator, First Class