Sudhakar Mishra Email & Phone Number

Mumbai, Maharashtra, India

• Responsible for supervising SBI MVS Project Monitoring helpdesk team of thirty seven team members.• Ensuring timely dispatch of tickets to the concerned Manager/Service Provider/Network Vendor and bank in accordance with SLA.• Optimizing the operational time of ATM machine and minimizing vendor downtime.• Handling customer and vendor escalations, establishing and maintaining good client relations. • Working on the Chronic ATM list, which has an impact on channel… Show more • Responsible for supervising SBI MVS Project Monitoring helpdesk team of thirty seven team members.• Ensuring timely dispatch of tickets to the concerned Manager/Service Provider/Network Vendor and bank in accordance with SLA.• Optimizing the operational time of ATM machine and minimizing vendor downtime.• Handling customer and vendor escalations, establishing and maintaining good client relations. • Working on the Chronic ATM list, which has an impact on channel uptime.• Conducting periodic review of vendor performance and designing performance improvement plans.• Pro-actively managing customer and vendor penalties and ensuring non-recurrence of the same. • Ensuring invoicing is completed within the timeframe specified in the SLA. Show less

Mumbai

• Managed customer accounts efficiently and maintained customer relationships thereby contributing to profitable market share within assigned accounts.• Drafted and developed SLA documents by collaborating with the business team.• Defined SOW (Scope of Work), proposed commercials and penalty structure. • Initiated customer meetings for Operations, Reporting, and Reconciliation teams and Client team.• Prepared and submitted activity and result reports to the management, including… Show more • Managed customer accounts efficiently and maintained customer relationships thereby contributing to profitable market share within assigned accounts.• Drafted and developed SLA documents by collaborating with the business team.• Defined SOW (Scope of Work), proposed commercials and penalty structure. • Initiated customer meetings for Operations, Reporting, and Reconciliation teams and Client team.• Prepared and submitted activity and result reports to the management, including the monthly and annual business analysis for each customer account.• Gathered current marketplace information on pricing and services for monitoring competition.• Made valuable recommendations for changes in services, and processes based on an assessment of results and competitive developments. • Resolved customer complaints by conducting a detailed analysis of the issue, developing solutions, and recommending to the management. • Managed customer escalations related to Field Operations and Reporting.• Handled penalties and designed solutions to avoid recurrence of penalties.• Optimized Route P & L and minimized loss. Show less

• Liaised with ATMs operations teams to acquaint with the existing process of the bank.• Collaborated with bank team for the information collating for ATM installation and migration under the monitoring system.• Defined scope of work as per the bank requirements, and prepared project plan as per the scope of work.• Ensured that all activities are in compliance with the defined project scope.• Monitored operational processes with daily team meetings.• Tracked project progress… Show more • Liaised with ATMs operations teams to acquaint with the existing process of the bank.• Collaborated with bank team for the information collating for ATM installation and migration under the monitoring system.• Defined scope of work as per the bank requirements, and prepared project plan as per the scope of work.• Ensured that all activities are in compliance with the defined project scope.• Monitored operational processes with daily team meetings.• Tracked project progress in accordance with the project plan, prepared and submitted reports on project progress.• Escalated all cases of slippage.• Reviewed deliverables prepared by team prior to communicating it with the client.• Reviewed and ensured compliance to project standards.• Prepared the team for engagement reviews with clients and internal quality assurance procedures with the quality team.• Actively engaged in minimizing the exposure and risk on project.• Ensured that all project documents are complete, and in safe storage.• Handed over project to the operations team, post implementation. Show less

• Monitored ATM machines for ensuring connectivity and performed advance fault diagnosis with EMS software. • Collaborated with various banks, zonal computer centers, head offices and end users, FLM and SLM engineers. • Observed the ATM uptime and generated reports of uptime. • Generated monthly customer reports including availability reports and outage reports.• Monitored service performance and tracked chronic cases for improving the affected services.• Managed assigned… Show more • Monitored ATM machines for ensuring connectivity and performed advance fault diagnosis with EMS software. • Collaborated with various banks, zonal computer centers, head offices and end users, FLM and SLM engineers. • Observed the ATM uptime and generated reports of uptime. • Generated monthly customer reports including availability reports and outage reports.• Monitored service performance and tracked chronic cases for improving the affected services.• Managed assigned cases, utilized Escalation processes as per requirements. • Coordinated with cross-functional departments for fault resolution within SLA definitions.• Participated in feedback meetings with regional management, and account teams. • Recorded, assessed and implemented change requests and assisted maintenance activities. • Provided on the job training and mentoring for designated customer agents. Show less

• Logged FLM (First Line Maintenance) and SLM (Second Level Maintenance) calls on CMS web portal based on customer’s descriptions.• Dispatched FLM calls/SLM calls to respective Field Engineers.• Conducted follow up with Field engineers for quicker solution of log call to maintain TAT/SLA.• Secured feedback from engineers for updating on the web portal.• Issued CENCON combination numbers to FLM engineers for loading cash in ATM machines.• Prepared and maintained records of… Show more • Logged FLM (First Line Maintenance) and SLM (Second Level Maintenance) calls on CMS web portal based on customer’s descriptions.• Dispatched FLM calls/SLM calls to respective Field Engineers.• Conducted follow up with Field engineers for quicker solution of log call to maintain TAT/SLA.• Secured feedback from engineers for updating on the web portal.• Issued CENCON combination numbers to FLM engineers for loading cash in ATM machines.• Prepared and maintained records of CENCON combination numbers issued to FLM engineers.• Prepared and maintained daily activity reports for submitting to the Reporting Manager. Show less