Ratish Kumar Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

- Developed and implemented a comprehensive supplier management program, resulting in 25% cost savings and 30% quality improvement.- Negotiated and managed contracts with strategic suppliers, securing competitive pricing and terms.- Collaborated with cross-functional teams to resolve supplier-related issues and improve supply chain efficiency.- Developed and maintained relationships with suppliers and internal stakeholders- Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.- Conducted training sessions on best practices in service management, elevating team competencies.Key Responsibilities:1. Supplier Management Strategy: - Develop and implement comprehensive supplier management programs. Analyse supplier performance data to identify areas for improvement.2. Contract Negotiation and Management: - Negotiate and manage contracts with strategic suppliers. Conduct supplier audits and assessments to ensure regulatory compliance.3. Supplier Development:- Develop and implement supplier development programs to improve quality and delivery performance.4. Risk Management:- Identify and mitigate potential risks in the supply chain. Collaborate with internal stakeholders to ensure business continuity.5. Communication and Collaboration: - Build and maintain strong relationships with suppliers and internal stakeholders. Communicate supplier management strategies and objectives. Collaborate with cross-functional teams to resolve supplier-related issues.

Bengaluru, Karnataka, India

• Responsible for identifying and delivering improvement activity across the business through employing process improvement methodologies and the application of innovative thinking• Responsible for working with key business stakeholders to build a continuous improvement environment. Facilitate LEAN/process improvement-based workshops to drive ideas and solutions• To support the delivery of better value and greater efficiency through the identification and elimination of unnecessary complexity within business processes and the identification of better ways of working• To identify trends and process variations as part of establishing a continuous improvement monitoring system• To take ownership of change initiatives from evolution/efficiency identification through to project delivery via internal governance and controls• To actively monitor project risks to foresee/identify potential problems and proactively identify solutions to address in advance• To ensure the business impact and project objectives/dependencies are identified, reported on and managed at all times• Working with cross-functional teams, drive results and business outcomes.

Bengaluru Area, India

- Responsible for leading the service desk team to provide exceptional customer service, ensuring timely and effective resolution of IT-related issues.Key Responsibilities:1. Service Desk Operations: -- Manage the service desk team, providing guidance, coaching, and development opportunities. Monitor and report on service desk performance metrics (e.g., ticket resolution rates, response times).2. Customer Service: -- Foster a customer-centric culture, ensuring excellent service delivery. Develop and maintain relationships with stakeholders, including end-users, IT teams, and external partners. Ensure customer satisfaction through regular feedback and surveys.3. Process Improvement: -- Analyze service desk processes, identifying areas for improvement. - Implement changes to enhance efficiency, effectiveness, and customer experience.4. Incident and Problem Management: -- Oversee incident and problem management processes, ensuring timely resolution. Develop and maintain knowledge bases and documentation.5. Communication and Reporting: -- Provide regular reports on service desk performance, trends, and issues. Communicate with stakeholders on service desk initiatives, changes, and updates.

Bengaluru, Karnataka, India

• Managing end user support service partners for L1 & L2 support also responsible for performance of end user support service and end to end performance of incident management. • Ensuring GREEN SLA performance and push for proactive SLA management methodologies within partners• Responsible for New service introduction and CSI activities • Reviewing KM performance and Problem management• Develop and implement IT documentation for policies, procedures and end user support• Completed service desk remote transition from one vendor to another• SPOC for new process onboarding, identifying shift left opportunities• Developed many live dashboards and templates on excel to track incidents and to send communication to management• Responsible for Escalation lead, New Service on-boarding, Vendor management, People management• Accountable for Asset Mgmt, Configuration Mgmt, Knowledge Mgmt• Publishing Service Desk related reports to management\zones (weekly, monthly etc.)

Bengaluru Area, India

Responsibilities o Responding to issues such as service inquiries, problem resolution and retaining accounts, handling customer escalations and all customer relations issues.o Writing reports and business correspondence, o Managing customer expectations, Building customer relationships and loyalty.o Quickly researching and investigating issues that concern a customer.o Managing customer service teams, processes, and polices.o Creating work schedules and training team on ITSM (Service Now).o Conducting visual observations of how staff speaks to customers.o Allocating staff resources, preparing daily, weekly and monthly reports for senior managers, Coaching and developing team members in soft skills.o Assessing the customer service department’s operational performance against set targets, Promoting products and services.o Coordinating with different teams within operation like Event, Problem, Change, Asset & Capacity Management.o Responsible for driving CSAT scores upwards in collaboration with onsite teams.o Perform Quality check on all deliverables before internal or external delivery.o Engage with the client and onsite teams / understand & set expectations.o Manage Scope of services and alert client Leadership on possibility of scope creep.Additional Responsibilities -Provides excellent customer service, manages the Client Services Coordinators (creates staff schedules, manages workflow, handles staffing and employee issues, enforces departmental policy and procedures, is a best practices example for Client Services Duties, etc) -Make reminder calls to clients, assuring staff is provided with proper training, instruction, tools, and methods to perform their jobs.-Ensuring Customer Service follow-up methods and procedures are complete and meet time standards. Capture and report on all Customer Service measurements, production, and turnaround time metrics.

Bengaluru Area, India

Summary:IT Operations, Cisco Voice, call manager (CCUM), Cisc Unity, IPC Turret, BT Turrets, IPC Unigy, Trader Voice, installation of DSL line, POTS lines, PRI, BRI, AUX lines, DS1, DS3, OC’s and Ethernet lines, Delivery Management, Service Delivery, Strategy Planning, IT Infrastructure Services and Vendor Management & Negotiation.-Configuration of call signalling protocols like H.323 ,MGCP and SCCP on Voice Gateways.-Management and troubleshooting of media servers, media gateways, and IP phones. Participate in the troubleshooting activities associated with daily operation works. Implement and support new and existing activities. Configuration are follows:-System survivable Remote Site Telephony Configuration(SRST), Device Pool Configuration, DHCP Server configuration, Call Routing Configuration, Media Resource Configuration, Music On Hold Audio Source Configuration, Music On Hold Server Configuration, Device Configuration, Gateway Configuration, Cisco Unified IP Phone Configuration, Trunk Configuration.-Achievements in managing large strategic IT initiatives involving re-engineering of business processes, operations and enterprise applications.-Excellent analytical, organizational, interpersonal skills, Identification and negotiation for Business and Technology requirements. -Committed to efficient and accurate management of information systems in a fast-paced, deadline-driven environment. -Proven ability to translate Business needs into technology requirements that supports the company's Business objectives, and to successfully manage all phases of IT Projects from needs analysis and requirements definition to vendor, implementation, and training.-Results oriented professional, recognized for taking on major initiatives, and adapting to rapidly changing environment and resolving mission-critical issues to ensure bottom-line success.

Bengaluru Area, India

Wisor OSS solution Access Provisioner (MENTOR)I was into ASR (Access Service Request) Provisioning, one of the cutting edge services provided by the company. Provisioning involves both Placing orders for Telecom Providers (LEC's) in the US (United States) as well as Order/Fallout Management. Global Crossing is our client and Verizon, Bellsouth, AT&T -SBC, Qwest, Time Warner are a few Telecom Providers.Key Tasks and Responsibilities:Responsible for entering the orders in WISOR's Order Handling System (VFO-Virtual Front Office), on time and with zero error. Responsible for training the team on the same.Inspection of all incoming orders & ensuring that they are raised correctly in customers' & WISOR´s interest.Interact with the US client/Global Crossing (Service Delivery team) to sort out missing or unclear inputs.Interact with Telecom Providers to sort out clarifications, rejects, Jep's on the orders placed. This typically involves calling them over VOIP-Voice over Internet Protocol and email correspondence.Point of contact / reference for Global Crossing Service Delivery team for order status enquiries: order entry, technical and escalations.Point of contact / reference within the team for order rejection (back to client) prior to order entry and handling clarifications with Telecom Providers post order entry.Quality Checks for the orders processed to ensure timely & accurate reporting on daily Volumes, Rejections, Exception & Quality-checksTo ensure that SLAs -Service Level Agreements are met and be able to do the Root Cause Analysis in case there is a slip.

Mba, Information & Technology

Gniit, It

B. A [Bachelor Of Arts, Sociology

Education record

12Th Standard