Operations Team
CurrentHandling multiple projects and managing a team of technicalengineers (Storage Division) with diverse age groups starting fromfresher’s to people of about 15 years of IT industry experience.Job Role: Supervisor - Team Operations - Project Management Clients: HPE Customers & Business PartnersHardware Platforms:Primera, 3par, XP storage, EVA, StoreEasy, File Controllers, MSA, Disk Storages, SAN Switches (Brocade/Cisco/Qlogic), Virtual Connects, Multi-Protocol Router, StoreOnce, StoreVirtual, Tape Libraries & HPE Blade enclosures.Operating Systems:Vmware, HP-UX, Windows & Linux.Applications: Salesforce, Genesys, AvayaLive Break-fix Support for HPE Storage DivisionKey Job functions: Supervisor for Team Operations:Managing a 24/7 technical team of 20 skilled engineers who handle an average of 2000 incoming calls & 1350 tickets per month for customers Severity 1, Severity 2 & Severity 3 issues.• Supervision of technical team to achieveo Service Line Agreement > 94%o Total Customer Experience Score > 92%o Diagnostic Accuracy > 97%o Time to Resolve > 95%o Part Per material Demand < 1.30%o Escalation & Elevation < 5% o High aging open tickets < 5%o Total Employee Experience Score > 90% • Incident & Problem Management• Escallation Management• Collabrating with HPE engineering & LABS• Collaboration with HPE partners & Service Partners• Building teams self-sufficiency for handling all technologies • Arranging Internal & External Training for engineers• Structuring Carrier Development Plan for each individual• Upskilling engineers from Entry to Intermediate to Specialist to Expert. Upskilling with new Technologies. • Advocate for inclusion and diversity• Employee Engagement & Team Building Activities• Customer relations management & Business Recovery • Weekly meetings & updates with the HPE leadership teams.• Solution consultant for HPE internal & external stakeholders.• Provide Engineers self-evaluation & feedback sessions.
