Drive the establishment and maintain OLAs, KPIs, SLA’s, Underpinning Contracts, and agreements for the IT Service Management processes.• Evaluate, analyze and report service level metric results, coordinate activities to resolve performance variances and refine SLM’s as needed to support the organization.• Ensuring all back-end agreements for SLA’s are established, including Operational Level Agreements, Underpinning Contracts, and agreements for the IT Service Management processes.• Penalty, Risk and Earn Back points calculation.• Create and maintains a catalogue of existing Services offered by the organization.• Formulates, agrees, and maintains an appropriate SLM structure for the organization, to include - SLA structure (e.g.,Service based, Customer based or multi-level). OLAs within the IT Provider organization and Third-Party Supplier/Contract Management relationships to the SLM Process.• Accommodating any existing Service Improvement Plans within the SLM process.• Negotiate and agree with both the Customer and IT Provider any Service Level Requirements for any proposed new/developing services and analyze and review service performance against the SLAs and OLAs.• Produce regular reports on service performance and achievement to the Customer and IT provider at an appropriate level.• Conduct annual (as appropriate) reviews of the entire Service Level process and negotiates, agrees, and controls any amendments necessary.• Experience in successful delivery against commitments and deadlines.

Process Manager • Service Level Management: Drive incident Service Level targets across organization• Process Improvement :Analyze process trends and behavior and take corrective actions• Projects : Manage process related projects e.g. IMKD translation, Service-Now implementation• Trends & Analytics : Creation & management of Dashboards, Reports, trends related to process • Service Availability Management : Investigate and Raise exceptions and correction for outages• Documentation : Owner ship of process documents and SOP• Education: Create awareness for SLA achievement conduct trainings on process adherenceTechnology - Interface with multiple technologies and Business Domains.Role – Incident Manager • Tracking of Incident from Opening to Closure, with timely communication to business. • Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team. • To follow up on escalations and issues with clients and IBM Management. • Reviewing SLA performance and recommend corrective action. • Works on Outage reports and communicating Daily health checks to Management across IBM and Clients.• Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report. • Building services relationships with clients, providing regular communication and status/performance updates.• Communicating across organizational boundaries – from engineers through to senior managers.• First point analysis on tickets and assigning them to L2/L3/ other service lines based on the scope.

• Incident Management – processing and resolution of unexpected operation events.• Service Level Management – Meet deliverable requirements/service level measures/specific targets. • Outages: Individual application outage process and communicate with the Application team to resolve the outages. • Miscellaneous Issues: Any issues related to application are logged, tracked, analyzed with the help of Application teams and product specialist teams. • Take ownership for the co-ordination, investigation, and documentation of customer requests, issues, and problems. • Perform incident notification and escalation • Develops and maintains product knowledge, business, and professional skills by participating in on-the-job and other training courses. • Perform follow up on incidents to ensure customer satisfaction• Actively participates in preventive maintenance, by documenting common problems and scripts for customer support • Develops and maintains knowledge of Remedy (incident tracking system), Central Support Knowledge Base and of the help desk's procedures and business environment. • Regularly updating the Team with the articles to help solve user issues and keeping a track on tickets and making the assignment to individual teams properly.• Reviewing reports for deep analysis in order to launch service improvement plans with the goal to increase overall efficiency and customer satisfaction.• Positive feedback from the clients regarding service provided.

• Providing B2B support in IT helpdesk for a business client based globally.• Supporting the user’s via voice calls and emails, and ensuring the various KRA’s AHT, AUX Time, C-SAT, Attendance, FCR.• Worked on the framework of BMC Remedy to create tickets as required.

• Managed a high-volume workload within a deadline-driven environment and consistently met performance benchmarks in all areas (speed, accuracy, volume).• Became the lead "go-to" person for new reps and particularly challenging calls as one of the company's primary mentors/trainers of both new and established employees.• Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.• Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.• Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity with available resources.