• Involved in Transition/setup of the account – Honeywell.• Involved in Managing the Operations of multiple Key Clients Globally.• Managing team of 35 + team members (Agents, SMEs & TLs).• Managing and supporting the project by coordinating between multiple teams through emails & conference calls.• Process Improvement activities (CSI )and implementation of the same ensuring Client Satisfaction • Achieving monthly KPI’s and SLA’s and ensuring client metrics are… Show more • Involved in Transition/setup of the account – Honeywell.• Involved in Managing the Operations of multiple Key Clients Globally.• Managing team of 35 + team members (Agents, SMEs & TLs).• Managing and supporting the project by coordinating between multiple teams through emails & conference calls.• Process Improvement activities (CSI )and implementation of the same ensuring Client Satisfaction • Achieving monthly KPI’s and SLA’s and ensuring client metrics are met.• Extensive excel reporting of regional SLA metrics and Onsite engineers SLA reports to Global client capability leads (CCL’s) and regional project managers.• Managing client escalations and Operations review on weekly/Monthly basis.• Training the team and peers for a successful career path.• Taking care of Hiring and other recruitment for the accounts assigned. • Effective 1:1 meeting (performance and behavior) of team members.• Vendor and stakeholder management (internal and external).• Successfully managed Multiple Projects implementing lean and Six Sigma.• Managed and worked on several process for Process improvement by using the tool (Pareto analysis, RCA, CRM tools.)• Managed and worked on several Operation Metrics & Quality Metrics• Developing and maintaining Quality and Operations related documents and user guides. Show less

POC/Client engagement:o Manage the service desk operations supporting users on multiple issues as per ITIL frameworko Responsible to meet all the agreed SLAs and achieve over and beyondo Responsible for staffing and scheduling of employees as per the volumes to meet the SLAso Responsible for all disciplinary issues of the team and performance managemento Handling and owning client queries / issues related to the product till end resolution.o Manage the project… Show more POC/Client engagement:o Manage the service desk operations supporting users on multiple issues as per ITIL frameworko Responsible to meet all the agreed SLAs and achieve over and beyondo Responsible for staffing and scheduling of employees as per the volumes to meet the SLAso Responsible for all disciplinary issues of the team and performance managemento Handling and owning client queries / issues related to the product till end resolution.o Manage the project deliverables and project milestoneso Creation and execution of the program Plan of Record, including Scope, RequirementsManagement, Success Criteria, Schedule, Resources, and Quality.o Work with the product / technical team to ensure the client issues are sorted out in time.o Providing consultation support for complex problem resolution for clients and sales team.o Work with the client and understand the requirements in detail to ensure appropriate productdelivery.o Closely monitor any POC underway with product, engineering, sales and marketingteams to ensure compliance with deadlines.o Help plan future POCs based on sales, product and engineering priorities.Data Handling:o Gathering and organizing regular sales updates from sales members on a weeklybasis in Salesforce and other channels.o Identifying gaps in planned vs actual milestones for sales and intimating senior membersof the same.o Working on plugging gaps in planned vs actual milestones by extending support todifferent teams (product/sales/marketing/support) as required.Sales Process:-o Lead generation to sales closure processo POC process for engagement with key prospectso Contracting & sales closure activities managemento Invoicing, billing, collection and reconciliation process for existing customersMetrics:o Develop and maintain metrics for activities and outcomes as required. Show less

• Handling and serving the key clients with at most priority.• Handling complete Vendor Management.• Co-ordination with management and vendors for smooth project execution.• Prepare and maintain schedules working with field operations to ensure timely completion of project. • Consistently prioritize tasks in order to ensure successful delivery of quality work on time.• Preparing Proposals for new clients and follow up for them.• Providing end to end interior and… Show more • Handling and serving the key clients with at most priority.• Handling complete Vendor Management.• Co-ordination with management and vendors for smooth project execution.• Prepare and maintain schedules working with field operations to ensure timely completion of project. • Consistently prioritize tasks in order to ensure successful delivery of quality work on time.• Preparing Proposals for new clients and follow up for them.• Providing end to end interior and infrastructure solutions.• Prioritizing on delivery model for clients.• Ensuring effective site management to ensure safe execution of projects• Release purchase orders for supply, erection & commissioning and work orders for civil works, fabrication & erection with material basis or on labour basis also• Responsible for Procurement & Project Purchase within the stipulated budget. Show less

Incident Manager Roles:-• Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.• Assign unresolved Incidents to appropriate Tier 2 Support Group.• Log all Incident/Service Request details, allocating categorization and prioritization codes.• Keep users informed about their Incidents’ status at agreed intervals.• Associate Incidents with other records (i.e. Incidents, Changes, Problems… Show more Incident Manager Roles:-• Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.• Assign unresolved Incidents to appropriate Tier 2 Support Group.• Log all Incident/Service Request details, allocating categorization and prioritization codes.• Keep users informed about their Incidents’ status at agreed intervals.• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.).• Provide first-line investigation and diagnosis of all Incidents and Service Requests.• Verify resolution with users and resolve Incidents in ITSM tool.• Escalate Major Incidents to the Incident and/or Problem Manager.• Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.• Owns all Incidents and Service Requests throughout the lifecycle. Show less

• Lead a team of 20 Transaction Monitoring Evaluator with their day to day operational activities.• Design, monitor and evaluate adherence to and efficiency of key customer related processes that support ability of account to achieve business results and client satisfaction through transaction monitoring. • Design process change suggestions, with support of supervisor or manager, to achieve desired business goals, high productivity, and client and customer satisfaction. • Analyze… Show more • Lead a team of 20 Transaction Monitoring Evaluator with their day to day operational activities.• Design, monitor and evaluate adherence to and efficiency of key customer related processes that support ability of account to achieve business results and client satisfaction through transaction monitoring. • Design process change suggestions, with support of supervisor or manager, to achieve desired business goals, high productivity, and client and customer satisfaction. • Analyze results and trends on all quality metrics across LOB(s).• Provide data to support staff teams and Account Management on program level results/trends for all elements evaluated including, but not limited to, training, coaching and development, recommend and support implementation of appropriate changes. • Support management focus on review of key transaction monitoring drivers • Assist with the development of Transaction Monitoring Evaluator staff members. • Facilitate and participate on TQID continuous improvement teams. • Support and coordinate transaction monitoring process audit and system reviews. • Facilitate calibration sessions, as needed. • Develop rapport and strong working relationships with internal operations and key management personnel. • Assist in development of, and the coordination of, contact evaluation forms and associated definition documents. • Consult with Transaction Monitoring Management on process improvement, training, environment, Transaction Monitoring tools and analysis, recommends and initiates appropriate change. • Conducts ad hoc coaching and feedback sessions for coaching skill reinforcement training. • Interact, as appropriate, with international Transaction Monitoring team.• Manpower development, performance appraisals, Coaching and career planning of the associates and training management.• Maintain high level of team efficiency, motivation and morale. Show less