Nirav Tandel Email & Phone Number

Pune, Mh, In

Pune, Maharashtra, India

Pune, Maharashtra, India

Pune Area, India

Maintaining awareness of all ongoing Critical Incidents.Manage team resources effectively to ensure appropriate resource are available at all times.Accountable for performance standards within the team.Acting as escalation point for any issues relating to team.Provide internal clients with value added technical insights in areas of functional expertise.Lead day-to-day operational activities in of the Incident Management Team.

Pune Area, India & China

As a Major Incident Manager with senior level Incident Management or Recovery Management skills from a global large scale complex multi-platform environment (UNIX, Windows, vMware, WAN, LAN, SQL, Web Systems etc.) and knowledge of ITIL processes, with strong crisis management / problem solving skills and experience of managing senior stakeholders as well as understanding support systems and processes required for a leading global company. Responsible for driving, managing and co-coordinating the response to all Major and High Priority incidents for Tech Mahindra client Ensure that all incidents are resolved promptly and efficiently, and services restored as quickly as possible Responsible for clarifying the priority of incidents to execute the correct level Incident Management or Major Incident Management Process. Responsible for clear, accurate and punctual/ timely communications to internal stakeholders and resolver teams Responsible for chairing and driving Technical and/or Management conference bridges up to Executive Director level Responsible for effective internal and/or vendor escalation up to Executive Director level Lead and/or Contribute to effective Major Incident Reviews – produce Major Incident Reports, as well as input to the Change and Problem Management Processes as required Single Point of Contact for internal stakeholders for all High Priority Incidents for the Tech Mahindra client Conduct bi-weekly meeting with clients regarding the MI and process improvement and support needed by them for smooth flow of their operation. Incident Management of some lower priority incidents Produce statistics and status reports for Major and High priority incidents Quality assurance of all Major and High Priority Incident tickets within Service Now

Pune Area, India

Worked in a CRT (Critical Response Team) as an Incident Manager, with primary responsibility to get any/all the Incident closed on Time.Receive incident tickets from monitoring team and customer via an email notification, understand the issue, check for the required details and assign it to appropriate team for further troubleshooting.Keep track of updates on the incident tickets through ticketing tool.Join daily review call with geographically segregated teams to discuss the status of all critical major incidents listing.Join Daily Service Review call with all the Tower Service Providers of customer to discuss the impact from different towers.Raise notifications through Escalation Management System to expedite the resolution process and let management and customer know about the work being done.Join escalation calls as a representative to the team to provide updates to the customer.Follow up with the customer to know the status of the issue; follow up for closure when network team stuck in the incident.Perform quality checks of all critical major incident tickets to check the proper tickets handling procedure.

Pune Area, India

Handle a team of 40+technical support engineers providing technical support over Chat.To help/coach the team members to achieve their targets, which includes getting in good CSAT (customer satisfaction) maintain good first contact resolution.To cater to the agent’s salary, leave, holiday and other HR related issue.To maintain Clients side SLA for the process.To prepare and participate in the weekly client call for the process review.Determining the RCA for various dips in process performance and providing a CAPA for the same.Providing in house training/updates to the engineers about the new product/process launch by the client.Have synchronization with the PWFM department to plan the rostering part of the process.

Pune Area, India

Handle a team of 25+technical support engineers providing technical support over Chat.To maintain the team scores as set up by the process which includes CSAT, FCR Revenue Per Call.To cater to the agent’s salary, leave, holiday and other HR related issue.To maintain Clients side SLA for the process.

As a QA Mentor the key responsibility is to monitor and give feedback to the agents. Other than that also the following task are carried out : To have calibration sessions with the clients and other TAC sites. To have regular updates and training with client for new products and process updates; and passing on the information to the respective department. To maintain the agent’s performance record and give a monthly review of their performance; which is tracked according to the C-Sat Surveys the agent receives.  To perform various process audits to find out the unethical or process deviation observation in the operation department. To have mock calls of the NHT batch and to check their performance so that the can be sent on floor. Handled a team of 3 newly joined QA’s reporting to me in Aug 07 To prepare and deliver Daily / Weekly client report’s. Have generated and rolled out the internal QA monitoring form for the Operations department.

Initial configuration of the wired and wireless SOHO routers. Also Specialised in the vast wireless products installation and troubleshooting of the client. Having a good knowledge of the configuration of the VPN and Specialised products like Range Expanders, Access Points, Gaming Adapters, and Print Servers. Also handled escalations for the NHT on the floors.

Diploma In Computer Engg, Computer Engineering

Education record