Ramesh Ps Email & Phone Number

Bengaluru, Karnataka, India

Role ObjectiveAccountable for enabling IT Strategy to deliver Tech Area purpose. Drive IT and Customer innovation and executing the Enterprise Strategy.Purpose• Operate the Global service desk and production support service Centre across multiple geographies• Drive programmes and projects to improve the end user services’ processes and systems• Deliver technology solutions aligned with Group strategy• Drive initiatives to improve service delivery processes• Control, and operate the key service delivery processes of Incident and Request Fulfilment for ANZs regional businesses• Responsible for meeting support SLAs and reporting on SLAs and support KPIs• Talent Management including recruiting, team building, mentoring and performance management• Key focus on Automation and Artificial Intelligence, chatbots, Robotic Process Automation (RPA), Virtual Support Assistants (VSAs)

Bengaluru Area, India

Role ObjectiveDelivering customer outcomes and managing the backlog at the Tribe level & Drive high performance and co-ordinate interdependencies between Squads.Purpose• Work closely with the Product Owners within the Tribe to prioritize and refine the work that the Tribe delivers and break work down into meaningful squad missions and objectives. • Responsible for ensuring that Tribe performance is developed and measured to provide clarity towards the achievement of Tribe objectives. • Identify the need for, schedule and plan strategy sessions, Tribe level QBRs and leadership meetings across the Tribe as required. • Driving alignment of Tribe priorities through a consistent and coherent communication plan. • Ensuring alignment and effective management of inter-dependencies and manage a chapter of Product Owners on their development and performance.

Ncr - National Capital Region, Philippines ; Bengaluru Area, India

Responsible for managing Tier 2 Technical support teams of 70 Staff across India, Australia and Manila Region to support Windows Infrastructure, Microsoft Exchange and SSL certificate administration.Specific responsibilities for supporting and improving the employee experience of ANZ’s global workforce by; • Tracking, measuring, reporting and evaluating Team’s performance on a recurring basis. • Identifying opportunities to upscale the existing support channels and improve business productivity.• Establish and maintain alternate support channels (Technology Experience Center) across various geographies for end users.• Build relationship with vendor partners and monitor their performance to ensure optimal productivity and outcome.• Take the lead in driving a culture of continuous improvement by building collaboration with Tier 1 and Tier 3 Support Teams.• Identifying and owning Risks and plan treatment to close it within the defined timelines.• Involve in effective business continuity management allowing minimal or no disruption to businesses.• Identify opportunities to Reduce Operational cost and Improve Productivity.• Priorities backlogs and work with multiple squads to drive value using agile process.• Identify recurring manual tasks and automate to enhance the speed of resolution.• Building a strategic road map and align resources to deliver the desired outcome.• Contribute & encourage and staff Involvement in corporate social responsibility events.

Bengaluru Area, India ; Ncr - National Capital Region, Philippines

Key highlights of the Role• Responsible for establishing an extended service Desk in the Philippines region.• Heading the team of 150 support staff globally to provide Level 1 Technical assistance to 40000 end Users.• Uplift service desk performance & ensuring defined metric standards are met with a goal to deliver the best end user experience • Oversee Tier 1 incidents and problems. Manage and coordinate urgent and complex issues and act as liaison point between businesses and technology.• Develop and mature support channels through phone/ticketing & ensure proper triaging processes for free flow of information within the organization to improve the resolution timeframe.• Drive Ticket Deep Dive and develop strategies for improvement by identifying the root cause of recurring issues and fixing it permanently.• Provide data and reporting of KPI’s and trends to the stakeholders, weekly, monthly and as needed.• Monitor Service Desk performance trend & compare market trends to develop easy support channels for ANZ Businesses.• Involve in communication in the event of a technical outage/emergency & liaise with Tier 2 and 3 technical support for a faster resolution.• Improve services through regular customer feedback on tools, on support experience and enhance users IT experience.• Proactively identify Potential High severity issues and liaise with Technical Teams and Service Managers to Quickly fix and reduce the impact.• Assess & align staff skills in line with the business needs.

Bengaluru Area, India

Purpose of this role was to• Spearheading the tier 1 team to support 6K end users & deliver a world class Incident and service fulfillment service.• Lead, co-ordinate and allocate incidents and requests and monitor the call and email Queues to improve operational efficiency.• Co-ordinate during high severity incidents & engage with critical businesses for a faster resolution and reduce downtime.• Communicate with offshore businesses for planned work and unplanned technical outage outages.• Harmonize with peer technical groups to proactively reduce technical incidents and improve customer satisfaction.• Monitoring and governance of IT processes to ensure work is carried out in accordance statement of work.• Improve technical efficiency through robust resolution methods.• Evaluate staff performance, through goal setting and performance appraisals and support staff career and development.• Technical mentor and a coach to uplift team members career aspirations.• Connect and build network with businesses executives to identify and uplift the key processes.• Contribute to the execution of new technologies and develop staff skills to be future ready.

Bengaluru Area, India

• Responsible for providing first level phone support.• Provide Remote support to 40K Staff and troubleshoot Branch Hardware, Branch Applications, Desktops with Windows XP, Windows 7, Microsoft applications and Basic Network Issues.• Putting End Users first and delivering operations service that continuously exceeds the customer's expectations.• Single Point of Contact for Software fulfillment, Licensing and Procurement.• A knowledge Champion to improve the First Call Resolution ( FCR) and Competencies of Service Desk Staff. • Technical Coach and responsible for conducting Training to Newly appointed Staff.• Escalation Point of Contact for Complex Issues and liaise between Service Desk and External Vendors.

Bengaluru Area, India

Roles and Responsibilities included:• Diagnose Desktop and Laptop hardware technical issues via phone for Canada Region. • Resolve technical issues and provide an excellent customer experience which is one of the key metrics in the monthly performance.• Constantly maintain First Contact resolution to avoid repeat resolution (RR).• Maintaining complete and support history of customer hardware, using Dell's fault management tools and business applications.• Maintaining skill set and understanding of Dell's product range and services through Critical training and assessments. • Wide Understanding of Dell's Solution tool and expertise in quick resolution maintaining a minimal percentage rate in Hardware dispatches.• Identify opportunities and cross sell Dell peripherals to generate revenue.• Collaborate with peers and technical associates on problem resolution and strive for possible resolution.• Support through DELL on Call and assist premium customers to resolve internal and External Software issues.Achievements: • “CE STAR” award for Consistently achieving an individual C-sat Score of 90% and above for 5 consecutive Weeks.• “Top Agent” award for outstanding Performance.• “TOP DC” award for resolving highest number of issues remotely in one quarter.

Bengaluru Area, India

Roles & Responsibilities Included• Handling inbound and outbound calls for customers and clients. Identify the needs of customers, resolve issues and provide solutions.• Maintain records of the conversations with the customer and analyze the data. Write and submit timely reports on performance, targets and customer queries.• Measure compliance against established expectations of Analysts performance. Therefore improving user satisfaction.• Facilitate high-level customer service, assess team’s performance, counsel and coach the analysts to improve their skills to meet the taregted business performance.• Identifying and implementing tools targeted towards improving internal processes quality of customer experience & business’s general performance.

India

Being part of a technical division and front lining the Nation's defence against external aggression and internal threats, maintaining peace and security in the borders.

Diploma In Mechanical Engineering

Bachelor'S Degree, Computer Applications, First Grade