Mohammad Raziuddin Email & Phone Number

Data on POC effectiveness - Managing client expectationsDaily/weekly & Monthly conference calls with the client on all areas of technology support functionsResponsible for technology & system availability, technical SLA management with internal/external clients, developing IT service continuity plans with SME'sReview SLA reports on a daily basis, carryout call analysis and feed the result back to technology for proactive actionsWork with Incident management team and respective other departments for swift restoration of servicesGood communication around issues and opportunities - get things done, make things happenManage client VOC w.r.t technology Manage all change controls, ramp ups, and escalated complaints (only high business impacting) involve service support, solution design & project management team if neededEnsure all established processes are being practiced for operations interfacing with technology & support deskPreparing Process Improvement plansWork with the support manager to prepare capacity planUnderstand the client technology solutions & find area of improvementRemoving all obstacles to customer satisfaction and / or financial performanceHandle client interaction & escalations (on call or in person)Closely monitoring daily productivity against the defined service level standardPerform regular audit checks on client defined compliance requirementsAnalyze & generate reports for team performance on processesDevelop a continuous learning process for the teamSupervise & support team members to ensure that delivery is consistent with or exceed client's quality service standards

Listed skills include Communication, Customer Service, Lead Generation, Business Process Improvement, and 18 others.