🌟 Key Highlights:👥 Leading a team of Success Agents to ensure top-notch customer support.🚀 Managing critical customer escalations and overseeing career development and project management.📈 Strategically planning team growth and leading impactful organizational projects.🧑‍🏫 Mentoring success agents, enhancing their professional growth and skills.📈 Core Competencies:💬 Advocating for customers and managing client relationships.🔄 Excelling in communication and handling escalations.📅 Delivering SLA updates and metrics reports efficiently.🌍 Fostering cross-functional collaboration to boost customer satisfaction.🛠️ Skills:👥 People Management: Directing Salesforce Technical Experts’ career progression.📞 Customer Success: Resolving escalations to achieve high satisfaction levels.🛠️ Technical Expertise: Utilizing Salesforce Marketing Cloud, integration, and cloud computing skills.🗣️ Communication: Engaging effectively with diverse audiences.🤝 Team Collaboration: Leading global cross-functional teams and enhancing stakeholder relations.📈 Strategic Planning: Driving team growth and project execution.⚠️ Escalation Management: Quick resolution with customers and product teams.🔄 Organizational Coordination: Aligning with Sales, CSM, QA, AE, and Product teams.🌐 SaaS: Managing and supporting Software as a Service solution.📋 Documentation: Maintaining clear and concise documentation.📦 Product Management: Collaborating on product improvements for better customer experience.

🌟 Customer-Centric Leadership: Operational lead flawlessly executing Salesforce's Critical Incident Response, prioritizing exceptional customer experiences with urgency.🚀 Technical Expertise in Action: Deep knowledge of complex SaaS systems, leading rapid responses to drive internal and external incident resolution.🌍 Global Operations: Member of Customer Success Group and Global Critical Incident Center team, covering rotating shifts across AMER, EMEA, and APAC regions for uninterrupted support.💡 Driving Growth and Action: Critical driver for high-severity multi-customer incidents, collaborating with Salesforce organization for action and customer success.Key Responsibilities: Incident Management🔥 Leading with Excellence: Incident Commander leading cross-functional teams for high customer satisfaction and minimal impact.🤝 Reassuring Customers: Escalation point, providing direct reassurance and support during critical incidents.🎙️ Webinar Hosting Skills: Exceptional communication through impactful webinars for large customer audiences.🔍 Continuous Improvement: Driving post-incident reviews and improving playbooks to enhance incident response.🤝 Building Collaborative Partnerships: Developing close partnerships, fostering collaboration, and ensuring alignment across functions.📚 Preparedness is Key: Leading training sessions and conducting simulations, tests, and drills for incident response readiness.🔧 Leadership Across Functions: Leveraging cross-functional leadership to coordinate resources and resolve multiple incidents.⚡️ Thriving Under Pressure: Thriving in fast-paced, high-pressure environments, delivering results with composure.

🌟 Unleashing Stability: Playing a crucial role in the comprehensive Run the Bank (RTB) function within Technology Operations to deliver stable and robust IT services.🔍 Investigating for Success: Digging deep to identify the root cause of incidents and prevent their recurrence, ensuring uninterrupted operations.🎯 Proactive Prevention: Collaborating across technology areas to identify trends and proactively prevent incidents before disruptions.Key Responsibilities:📊 Mastering the ITIL Way: Managing the entire lifecycle of the ITIL Problem Management Process to organization standards, ensuring a streamlined approach.🔎 Spotting Opportunities: Using analysis and trending to identify opportunities for incident elimination and reduction proactively.🔬 Unlocking Root Causes: Leading Root Cause Analysis activities to successfully identify the underlying reasons behind problems, paving the way for practical solutions.✅ From Trends to Solutions: Identifying problem trends and known error conditions, working tirelessly to find permanent solutions.💡 Empowering Improvement: Conducting detailed technology analyses, highlighting weaknesses, and providing recommendations for enhancements.🤝 Collaboration for Stability: Working closely with design/architecture teams to ensure the adoption of best practices and maintain application and infrastructure stability.📈 Data-Driven Insights: Performing trend analysis and leveraging statistical data to pinpoint potential high-risk areas, initiating proactive resolution activities.🔧 Tracking Progress: Monitoring the implementation of problem-resolution tasks, ensuring timely and effective resolutions.💼 Driving Alignment: Conduct regular Problem Management meetings with stakeholders to track progress, address issues, and foster collaboration.

🌟 Customer Project Manager: Delivering Excellence in Customer Projects📊 Single Point of Interface:Act as a single point of MS Ops Support interface with the global MS community.Own and drive new global MS initiatives.💼 Operational Efficiency:Ensure correct under/over absorption reporting for GSI by Global Business Controller.Secure accurate Global WLA reporting for GSI.Establish a central repository for all MS customer's governance records.🌐 Standardization and Best Practices:Drive common ways of working and governance models across all MS accounts.Share Best Practices among various MS accounts.📋 Establish Project Baseline:Define project scope, secure necessary resources, and create project plans.Monitor all activities to ensure the project plan baseline is met.🚀 Drive Project Execution:Track project activities and proactively handle changes, conflicts, and escalations.🤝 Customer Engagement:Manage customer relationships, building confidence and trust.Ensured project progress by arranging meetings and customer events.💰 Project Finance Management:Monitor financial systems and ensure proper tracking of project finances.📈 Business Development:Participate in contract preparation and pre-sales meetings.💡 Continuous Improvement:Develop the CPM discipline by simplifying processes, methods, and tools with innovative ideas.

🌟 Service Delivery Manager: Ensuring Excellence in Service Delivery🔍 Operational and Financial Performance Monitoring:Monitor and report on the operational and financial performance of the service delivery unit for specific customers, aligning with WLA requirements.Based on international benchmarks and targets, monitor and report on the global center's overall operational and financial performance or regional MS delivery organization to SD&O MS PM.📊 Performance Reporting:Report operational performance and infrastructure KPIs to MSIP OA, MSIP Deployment, or MSIP P&D as per local or global WLA requirements.🤝 Alignment and Governance:Ensure delivery units align completely with New MSTOP processes, utilizing global tools (MSDP) and following performance and quality assurance governance models.🚀 Driving Improvement:Initiate and drive improvement plans to correct operational or financial performance deviations in specific WLAs.Initiate and drive improvement plans to correct operational or financial performance deviations based on global benchmarks and targets, with support from the SD&O MS PM organization.📋 Resource and Service Handover:Manage the handover of resources, services, and activities to the global or regional delivery unit to fulfill or expand the WLA scope.Secure the availability of required capacity and ensure operational readiness of the local or global delivery organization.⚡️ Continuous Improvement:Proactively work to improve the financial and operational performance of delivery units continuously.Drive process enhancements as part of Continual Service Improvement initiatives.

🌟 Incident Manager: Orchestrating Service Recovery🚀 Prompt Service Recovery Team:Assemble a team of support specialists focused on prompt service recovery.📋 Compliance and Awareness:Be aware of and comply with various processes:Incident Management Work InstructionTrouble Ticketing Handling ProcessManagement Escalation ProcessCritical Escalation ProcessCustomer Service Level AgreementsConference Bridge Etiquette ProcessOperations Incident Manager CheckList⏰ Availability and Shift Management:Be available at all times during the designated shift.Coordinate handover activities associated with ongoing critical incidents.💻 Seamless Operations:Ensure the War Room(s) is in good working order at the beginning of each shift.Coordinate remote functioning when applicable.🤝 Resource Coordination:Ensure all required resources (human, facilities, equipment, etc.) are available, involved, and focused on service restoration.⚡️ Timely Recovery:Ensure the recovery of service is progressing in a timely and efficient manner.Correctly classify incidents as critical events based on customer service level agreements.📢 Communication Management:Manage and coordinate communication processes during and after the incident.Maintain incident details and provide regular updates via SMS.📄 Incident Reporting and Analysis:Provide input to and coordinate the development of Network Incident Reports (NIR) and Root Cause Analysis (RCA).Offer initial recommendations to prevent similar incidents from recurring.📝 Executive Summary and Assistance:Provide relevant stakeholders an Executive Summary or interim Major Incident Report (MIR).Assist the EDM in handling political issues related to the incident.✅ Action Checklist:Utilize the Incident Manager checklist to ensure completion of all incident-related actions.

🌟 Incident Reporting and Coordination: Driving Service Excellence🔍 Collaborative Teamwork:Manage and coordinate with teams like Service Assurance and TAC to gather incident inputs for reporting.📊 Analytical Insight:Analyze event records using COLT's Remedy-based Fault Management System during fault durations.Identify and segregate tickets associated with outages.📝 Documenting Service Disruptions:Create comprehensive outage documentation for each customer service disruption.📈 Network Performance Reporting:Generate network performance reports on a case-by-case basis.📞 Customer Communication:Communicate with customers and provide detailed outage reasons, updating the remedy tickets accordingly.🤝 Collaboration and Information Gathering:Collaborate with the Service Assurance team to collect fault-related information.Interface with third-party operators and line operators to gather outage reasons.⏱️ Timely Execution:Execute internal tasks within operation-level agreements (OLA).📊 Performance Reporting:Prepare reports for performance metrics, process alignment, and upgrades.🔄 Process Organization and KPI Definition:Contribute to process organization and define key performance indicators (KPIs) for associated teams aligned with the Incident Reporting process.🌟 Enhancing Customer Satisfaction:Support projects to enhance customer satisfaction, such as Churn Analysis, Life Cycle Engineering for premium customers, and League Table Organization for Associated Teams to identify key problem areas.

Seamless project implementation was achieved through a proactive approach to driving connectivity solutions. Comprehensive project plans and scopes of work were prepared for various initiatives such as Internet & Broadband, Data Centers, Telephone, Leased Circuits, MPLS-VPN, International Private Leased Circuits, VOIP, E1 PRI & BRI projects, ensuring clear identification of dependencies and stakeholders critical for successful implementation. Effective cross-functional coordination was practiced with Network Operations and Monitoring, Field Engineering, and Installation and Commissioning teams, enabling smooth execution. Business development management leveraged expert knowledge to manage new initiatives and align with the company's business strategies. Process optimization solutions were provided to the global customer service operations team, enhancing operational performance and identifying cost-saving opportunities. Focusing on global process management led to establishing of a consistent methodology and tracking system for customer-facing case resolution and customer satisfaction performance metrics. Notably, the Directorate of Income Tax project achieved significant success, including successfully setting up an MPLS-VPN cloud across 750 locations, integrating with primary, secondary, and disaster recovery hubs, and deploying data center services encompassing applications, mail, database servers, and storage libraries.

Ensured timely service delivery through SLA adherence and collaborated with the NOC for smooth circuit implementation, prioritizing customer satisfaction. Provided crucial after-sales support by accommodating modifications and change requests. Maintained supervision and accountability to drive efficient project execution, enhancing management and customer experience. Optimized resource utilization through wireline communication and training, resulting in improved customer satisfaction. Completed the notable BSES - Reliance Energy project, establishing 500 leased lines and two network-operating centers. Received recognition for exemplary Customer Advocacy, demonstrating a solid commitment to customer satisfaction and a customer-centric approach.