ServeX247 is a BPO company that provides managed IT services to corporate clients facilitating their operations to run smoothly. Our team consists of industry leaders and works closely with clients to adopt emerging technical support needs in the industry. We work with our clients as a partner as we believe in growing together.

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- Led the technical support team to ensure successful implementations, error-free operations, and technical support for Clients across Pakistan.- Led the Service Desk Team along with the configuration, deployment, and monitoring of Jira Service Management.- Responsible for Incident and Request Management handling via Jira Service Management- Jira Service Management Administrator along with the configuration of custom workflows.- Responsible for Incident Management with Jira Service Management

- Leading the Technical Support team of almost 26 Support Specialists to ensure the successful implementation and Error-Free operations for Nestle’s proprietary Database driven application on more than 200 branches across Pakistan- Monitoring the Application Infrastructure Technical Support remote team that provides support for local and remote users spread geographically in different areas responsible for the prompt resolution of all application level problems as per the trouble tickets service level - Responsible for safeguarding the application infrastructure environment and ensuring all policies, procedures, and standards are being followed- Implement effective quality assurance procedures to ensure all desktop systems hardware, software, and services within established levels- Work and support company projects as required and meet all expectations for accuracy, completeness, and timely work- Prepare and maintain documentation, technical reports, and provides follow up status on application and system support activities and tasks assigned- Maintain and improve application and software support methods, standards, KPI’s and SLA’s- Ensure the quality management processes to the team’s activities are followed, e.g. ensuring all support methods, procedures and tools are robust, fully tested, of high quality and fit for purpose- Recommend and assist with developing improvements around support processes, tools, standards and the overall performance and level of support provided by the Applications Support team- Ensure completeness of root cause for major/critical incidents, and where possible resolve or provide workarounds, suggestions and improvements to mitigate future incidents- Produce weekly/monthly management information reports to company's management in respect to service levels and support activities (e.g. dashboards, status, SLA’s, KPI’s. risks/issues)- Bring to the attention of managers any matters relating to the health and safety of staff

• Monitor & Control the team’s core operational activities to ensure there is no delay and service is being delivered uninterruptedly using the prescribed tools, processes, and procedures.• To ensure that all the incidents/services requested are logged into the system, and the SLA is met for every incident as per agreement with the client.• Acts as POC for Client for all day-to-day coordination for the Sales Automation team recording all the requirements, and changes and translating to the teams to act accordingly to achieve the overall business objectives.• Acts as acting Project Supervisor in his absence. • Handle escalations raised by the Technical Teams at the application level (level 1 to Level 2) and validate in case if Sales Automation team is to be engaged for the resolution, and ensure its resolution on the production.• Document and revise various guides for the Client applications for the technical teams after getting reviewed and verified by the Sales Automation teams.• Responsible to provide various reports to Clients like KPO turnover, Release Deployments, Nationwide Activities, Various other Brand/Sales related reports, etc.• Responsible for archiving all the nationwide Scorecard-related data like Top Sales reports, and KPO Acknowledgments and to provide to Sales Automation as per agreed timelines.• Responsible for sharing the monthly scorecard calendar with respective RSMs as per agreed timelines• Advance level troubleshooting and testing of Client Applications including SQL Server, and Android App.• Testing of every new Client Application release; both for Windows and Android.• Responsible to manage communications ensuring that every from Client reaches End Users and Internal Team Members effectively. • Provide Technical Support material for the new version of Client Desktop, Android application; Manual and Video Nuggets.

• To solve the problematic query of the customers online regarding their DSL services connectivity issues. • Configurations of modem on Routing mode and bridge mode• Providing solutions of Wireless Routers, private networks and load balancer. • Following up VIP / problematic customers• Dealing Matters of Technical Visits and DSL line issues • Coordinate the DXX, E1, ITMS Complaints (PTCL Corporate Clients) • To ensure information is forwarded to all concerns and prompt actions are taken. • Maintain the QOS during calls.• Managing and Maintenance of two Servers on Intranet and LAN.• Keeping record of each pending customers for their proper solutions.