Joy Dhanaraj Email and Phone Number

Maintaining a team of engineers with their daily operational activities. Providing support to L1 and L2 engineers to resolve issues. Handling escalations and resolve them in short span of time. Interact with clients to understand their requirement on process and needs. Conducting and providing training for engineers to meet client needs. Responsible to manage and improve or maintain the stability of a given teams performance. Monitor and provide feedback to team members to improve the performance. Prepare monthly and weekly dashboard of the given team. Prepare training plan and conduct training when required and specified by clients. Managing the floor to keep up the SLA’s. Responsible for shift staffing and roster across all shifts.

Handled a team of 27 agents on DOC POD QUE in DELL.Ensured all of the agents meet the given targets.Generating daily, weekly and monthly reports on the work done by the team.