• Managing Team of 20 including Call Center & Service Desk Team• Manage client relationship and develop new business.• Daily reporting to Management, Client & Periodical review• Financial Approvals on Purchased of spares & Monthly Billing• Track critical or major incidents to closure and share RCA with customers; Ensure SIPs are executed as per agreed timeline to enhance the C-SAT for the projects• Preparation and publishing of periodic MIS reports related to SLA… Show more • Managing Team of 20 including Call Center & Service Desk Team• Manage client relationship and develop new business.• Daily reporting to Management, Client & Periodical review• Financial Approvals on Purchased of spares & Monthly Billing• Track critical or major incidents to closure and share RCA with customers; Ensure SIPs are executed as per agreed timeline to enhance the C-SAT for the projects• Preparation and publishing of periodic MIS reports related to SLA, Performance, Trends etc. to all Stake Holders• Periodical review with all Stake Holders on business performance and SLA achieved• Responsible for closure of open tickets within SLA Show less

• Managing key Clients for the Organization, 85% of the revenues of the company• Work closely with Field support team to ensure SLAs • Work closely with Transition team to ensure that all agreed services with customers are addressed in all respects before project kick-off• Ensure implementation of processes for all services covered in the SOW, timely escalation on non-compliance to Program management• Conduct weekly review meeting with the team and identify gaps - take… Show more • Managing key Clients for the Organization, 85% of the revenues of the company• Work closely with Field support team to ensure SLAs • Work closely with Transition team to ensure that all agreed services with customers are addressed in all respects before project kick-off• Ensure implementation of processes for all services covered in the SOW, timely escalation on non-compliance to Program management• Conduct weekly review meeting with the team and identify gaps - take corrective action for improvement• Track critical or major incidents to closure and share RCA with customers• Ensure SIPs are executed as per agreed timeline to enhance the C-SAT for the projects• Periodic performance review and monitor performance level for smooth operations• Preparation and publishing of periodic MIS reports related to SLA, Performance, Trends etc. to all Stake Holders• Process owner for SLM & BRM functions w.r.t ISO 20K & 27K• Regular interactions with Customer contact points – VP / CXO levels• Periodical review with all Stake Holders on business performance and SLA achieved Show less

• Serve as a basic point of contact for customers with complaints, queries, request, feedbacks etc.• Responsible for daily reports on customer care activities • Ensure all timely response on customer request, queries and complaint • Responsible for proper scrutiny and recording of the complaints received from customers• Coordinate with Technical support team and Sales team to handle issues