* Understand the scope of Project which includes problem statement, proposed solution, stakeholder requirement and benefits & outcome. * Identify the projected financials & resources for end to end delivery, analyse Work break-down Structure, predict Estimated total cost, estimated actual cost.* Ensure all the key deliverables, run books and go live dates are planned well in advanced, along with the Go-No/Go meetings as per agreed timelines.* Work closely with the PMs & Technical… Show more * Understand the scope of Project which includes problem statement, proposed solution, stakeholder requirement and benefits & outcome. * Identify the projected financials & resources for end to end delivery, analyse Work break-down Structure, predict Estimated total cost, estimated actual cost.* Ensure all the key deliverables, run books and go live dates are planned well in advanced, along with the Go-No/Go meetings as per agreed timelines.* Work closely with the PMs & Technical SMEs to deliver all the scheduled milestones, KT, Documentation, Business case, Testing Documents, Deployment plans and Business Sign-offs.* Close all the financials, closure of all tasks, adjustment of pending ETC of all the resources, publish final closure report for approval. Show less

* Manage the life cycle of all Problems through Problem Review meetings. Identify and document the root cause of Problems. Partner with responsible teams to ensures that critical problems have permanent resolutions and applicable knowledge articles.* Partners with management and business to understand and resolve critical problems in the environment through root cause analysis.

● Manage a team of 15-19 members. Assist in troubleshooting all kinds of hardware & software issues related to Desktop/Laptops, Internet & 3rd party applications & Wired & wireless network etc via phone.● Coach, mentor & update agents on new technology & process updates on daily basis.● Handle customer escalations which agents are not able to sort out themselves.● Approve dispatches for parts replacement by onsite technician.● Provide feedback to agents related to hits & misses… Show more ● Manage a team of 15-19 members. Assist in troubleshooting all kinds of hardware & software issues related to Desktop/Laptops, Internet & 3rd party applications & Wired & wireless network etc via phone.● Coach, mentor & update agents on new technology & process updates on daily basis.● Handle customer escalations which agents are not able to sort out themselves.● Approve dispatches for parts replacement by onsite technician.● Provide feedback to agents related to hits & misses on calls handled.● Manage SL/SIR, AHT, Inbound-Outbound calls & AUX usage.● Process reports on a daily/weekly basis & identify the areas of improvements. Show less