Rohit Sinha, Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Continued my journey from IBM India Private Limited after spinoff to Kyndryl in Sept 2021I have been in different roles starting with Technical Support Specialist to Incident Manager and Global Queue Manager in the organizationAnalyzed client service management processes and identify areas for improvement.Developed and implemented service management strategies to optimize service delivery processes.Provide recommendations to improve service delivery and customer satisfaction.Team mentoring and developing a successful team which will in turn deliver the top-level customer service required to look after your client. Develop and deliver training programs to improve the skills of client service management staff.Implement service management tools and systems, such as incident management systems, change management systems, and service level management systems.Conduct assessments of service management processes and systems to identify areas for improvement.Produced weekly and monthly reports to track key performance indicators and provide insights to stakeholdersConducted ad-hoc analyses to answer business questions and provide insights to stakeholders, resulting in improved operational efficiency and cost savingsUtilized data mining techniques to uncover hidden patterns and correlations in customer data, resulting in a increase in revenueExcellent problem solving, analytical and debugging skillsProficient in Reporting and decent practice of Visualisation ToolsHave very good verbal and written communication skills to drive effective customer communication.Demonstrate strong acumen to understand and work with support leadership to solve business challenges

Bengaluru, Karnataka, India

Driven the efficiency and effectiveness of the incident management processManaged Major Critical Incidents End to EndCoordinated actions through incidents with product, field, and support teams to ensure all incident related tasks are being tracked and actionedAssisted support teams in working to identify themes which drive tickets and work to identify incidents much soonerWorked in coordination with the Operations problem management team on postmortem and preventative corrective actions.Chaired cross functional postmortem discussions when neededExperienced in writing customer facing communications including incident updates and Root Cause Analysis reports.Managed communications from technical level teams up to Executive audiencesMentored and trained technical team leads to assist with technical observations and investigations during incidents.Participate in Incident Life cycle management activity. Educate and guide different resolver teams to improve the way of handling Incidents.Promoted awareness and knowledge about the process and its importance to the organization.Participated in collecting and reporting feedback in the development of the process and tool.Report and perform advisory work for responsible resolver teams on KPIs.Participated in different process related forums.Chaired operational forum for day-to-day execution of the process.

Noida Area, India

• Ensure the US Deskside Support Queue is managed efficiently and ensuring minimum backlogs • Drive and lead the Weekly/Monthly Stakeholders calls and ensure agendas are moved to closed state • Oversee the escalation process for incidents and service requests. • Ensure that escalation procedures are followed and that tickets are escalated to the appropriate teams or individuals based on the severity and impact of the issue. • Coordinate and collaborate with various support teams, including technical specialists, sme's, and third-party vendors, to ensure timely resolution of escalated incidents. Act as a central point of contact for managing communication and coordination between teams involved in the incident resolution process. • Ensure that detailed records of escalated incidents, actions taken, and resolutions achieved are properly documented. Provide clear and comprehensive reports on escalated incidents, including trends, analysis, and recommendations for improvement. • Review and refine the escalation process to optimize efficiency and effectiveness. Identify bottlenecks, areas of improvement, and opportunities for automation to enhance the escalation management process • Build and maintain a centralized KB that contains an accurate and up to date repository of technical documentation, troubleshooting guides, FAQs, and other relevant information. • Collaborate with service desk analysts and subject matter experts to capture knowledge from various sources, such as incidents, service requests, problem records, and resolution documentation. • Promote knowledge by facilitating training and documentation reviews.Provide guidance and support to service desk staff in utilizing the knowledge base effectively. • Engage with key stakeholders, service desk, and IT management, to understand their knowledge requirements and gather feedback. Align knowledge management initiatives with the overall IT service management strategy and objectives.

Noida Area, India

New Delhi Area, India

My job involved conducting market research to identify customer needs, developing marketing plans and campaigns, coordinating events and promotions, and analyzing marketing data to measure campaign effectiveness. Also collaborated with sales teams to ensure that marketing efforts align with sales goals and objectives.

Guwahati Area, India

Developed and executed sales strategies and tactics to achieve sales targetsIdentifying and created new business opportunities followed by building and maintaining customer relationships, and providing exceptional customer service. Collaborate with marketing teams to develop promotional materials and campaigns that support sales efforts.Developed and maintained strong relationships with external partners to increase collaboration and efficiencyConducted weekly/monthly sales meetings to provide guidance and review progress, resulting in a improvement in team morale

Agartala Area, India,

Developed and executed sales strategies and tactics to achieve sales targetsIdentifying and created new business opportunities followed by building and maintaining customer relationships, and providing exceptional customer service. Collaborate with marketing teams to develop promotional materials and campaigns that support sales efforts.Developed and maintained strong relationships with external partners to increase collaboration and efficiencyConducted weekly/monthly sales meetings to provide guidance and review progress, resulting in a improvement in team morale

Guwahati, Assam, India

The job role involved prospecting and identifying potential clients, conducting sales presentations, negotiating and closing deals, and maintaining ongoing relationships with clients. Developed a deep understanding of the telecom products and services as well as the industry and market trends.Developed excellent communication and negotiation skills,Developed self- motivation and results-driven, and have a proven track record of meeting or exceeding sales targets.Developed the ability to work independently and manage their time effectively to maximize sales productivity.

Post Graduate Diploma In Business Administration, Operation Management And Business Process Re-Engineering, A

Bachelor'S Degree, Physics, Statistics, Mathematics

Activities and Societies: Badminton, Chess, DebateStudied with subjects as English , FCES, Physics, Statistics and Mathematics and awarded.

10+2, Science

Graduated with subjects Enlish, Alternative English, Physics, Chemistry and Mathematics

10Th, High School

Activities and Societies: Debate, Badminton, Chess, CricketStudied English, Alternative English, Bengali, Mathematics, General Science.