Ramzan Sayed Email & Phone Number

Mumbai, Maharashtra, India

Mumbai, Maharashtra, India

Manage the Global IT Service Desk, Cloud Service Desk, and IT Administrator based in Mumbai.• Ensure excellent communication and customer excellence skills are followed.• Ensure all logged tickets are triaged, responded to, and resolved or escalated in a timely and accurate way and in line withcompany SLA’s.• Ensure all the new starters and leaver are actioned as per the SOP’s.• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularlyimproved.• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that areinvolved in service desk operations.• Mentor and support all Service Desk and Cloud Support Engineers.• Lead on customer support by actively responding to queries and handling complaints and escalations.• Establish best practices of Service improvement throughout the entire support process.• Create and present executive style Service desk dashboard and reports to Global IT Support Manager and Global Head of IT.• Always innovate the service within a continual service improvement plan and provide feedback to the appropriate teams.• Review the feedback received from the end-user and look for service improvement.• Contribute to the regular change advisory board (CAB) meetings.• Conduct Weekly Team meetings• Plan shift roster for all the IT teams that cover 24x7 business.• Successfully performed SIP/CSIP within the process.• Performed SWOT analysis on different areas within the team.• Plan and manage the upskilling and development for the whole IT Team.• Ensure weekly and monthly training sessions are pre-booked and planned and documented.• Ensure assessments are conducted post-training and feedbacks are shared with the Team.• Training outputs are implemented and utilized on live calls.• Manage Asset procurement process from start to end.

Thane

Assistant Manager | Global Service Desk• Managing internal & external service desk processes covering Europe region.• Overseeing US Retails Service Desk Team.• Supervising the team for SLA management & coordination with Client and Vendors.• Developed process SOPs and Training Documents from Service Desk perspective.• Hiring, training and developing new employees.• Maintaining an overall management style that follows company best practices.• Ensuring company policies are followed.• Maintaining the complete Data for the Process• Reviewing the Process data every day to maintain the hygiene.• Preparing and presenting employee reviews.• Working closely with the Managers and senior manager.• Organizing employee Shift and Transport schedule.• Ensuring that health, safety, and security rules are followed.• Taking disciplinary action when necessary.• Motivating employees and ensuring a focus on the mission.• Completing tasks assigned by the Manager accurately and efficiently.• Conducting Weekly Meets for new updates and Training.• Keeping a Track of Daily Attendance and Other Allowances.• Performing Audits and providing Feedback.• Participating in Weekly Process review calls with customers and vendors.• Managing customer and Vendors Escalations.• Conducting Monthly Process Knowledge Test.Highlights:• Steered UK Services Desk in achieving over 90% SLA for 3 Quarters.• Identified training needs for the team and organised/conducted training programmes.

Mumbai Area, India

• Responsible for Leading the Team for Technical issues and Case Management.• Provide Technical Assistance to Support Engineers during Technical Roadblock.• Online Troubleshooting for Microsoft office 365- (Office2013& 2016).• Handling Office 365 Premier Tenant/Customer.• T3 Certified (Train the Trainer).• Floor Training on TCG’s and New Product Launch.• Managing Team in the Absence of Team Manager.• Send Newsletters across the floor with the latest issues and article.• Research on Non-product and out of support issues.• Audit Calls and Give Feedback to Engineers whenever needed.• Participate in Weekly Client Call with Microsoft Technical Advisors to overcome challenges.• Keeping a check on Quality and process adherence.• Training and mentoring new Hire Batches and engineers.• Maintaining team data and sharing the same whenever needed.• Conduct Team Meets every week to discuss on call challenges.Highlights:• Best Technical Leader Q1 2018• Best Technical Leader Q3 2018• Top performer in Quality (Wipro BPS)• Best Batsman and Fielder for 2014/15 and 2016 in Wipro Cricket League

Mumbai, Maharashtra, India

• Performance Review call and Data Presentation (W/M) with the Account Manager.• All the job activities/responsibilities of SME are performed under the guidance of TM.• Client interaction.• Weekly /Monthly review with the reporting SMEs.• Keeping a check on Quality and process adherence.• Studying weekly progress reports. To plan the course of action.• Monitoring the Updates Cascading.• Regular interactions with employees to check their needs and process understanding.• Ensuring the process delivery targets and SLAs are achieved as per the client’s requirement• Conducting weekly knowledge checks (assessments) to identify process knowledge deficiencies and mentor the associates.• Perform reviews with all the team members to assess their performance and ensure that they are aware of the metrics and have the relevant product knowledge.• Team huddles to ensure timely communication exists within the team.• Generating daily, weekly & monthly performance reports to study agents need and provide appropriate training for bottom line performers.• Analyzing Customer satisfaction surveys responded by customers.• Orientation sessions with New Hire Tech associates• Handling Transitions (Training – Nesting – Operations)• Participating in Train the Trainer (TTT) Programs.• Conducting practical lab sessions on technical concepts.• Nominated as Ambassador for Dell -ITS for representing the site in terms of technical challenges and need based training.Highlights:• Best Technical Consultant• Best Process Trainer