Sourav Santra Email and Phone Number

Responsible for managing and supervising the daily operations of the Service Desk.•Identify trends on high call volumes that indicate Major Incident is in Progress. Driving, developing, managing and maintaining the major incident process and associated procedures.•Delegates’ responsibility by assigning incidents to the appropriate provider group for resolution based upon the categorization rules.•Performing the role of IT Service Desk team lead and ensures that the team is delivering exceptional customer services. Monitor daily team operation and ensure smooth functioning of the team and process.•Conduct team meetings and huddles and keep the team members updated about any process change or new services introduced in the system. Responsible for handling any escalations from the users in accordance with established ITSM processes and SLAs and accordingly update the management for any corrective and preventive actions to be implemented.•Performs post-resolution customer review to ensure that all work services are functioning properly and all incident documentation is complete. Prepare reports showing statistics of Incidents resolved / unresolved.•Created Service Level Agreements and Standard Operating Procedures IT Support.• Provided and participated in hands on expertise and resolution on a regular basis as well as managing the Service Desk group, and served as the escalation point for the group.•Coordinated Service Desk support operations with IT support teams of engineers, administrators, and managers in all offices worldwide managing the implementation of Service Desk related service level agreement SLA in compliance with industry standards to allow these teams to support external customers.•Planned, developed and implemented new support policies and procedures by establishing company-wide Service Desk systems and processes for managing and tracking to provide trend analysis and ticket reporting to management.SLA ManagementMaintaining CSAT

 Drive and implement Performance Management System with activities including: KPI management, process adherence, expectation management, rostering and scheduling, Client Management, revenue projections and other regular operational tasks. Responsible for creating policies and procedures, SOPs, process documentation in line with client Site. Handling Weekly, Monthly and Quarterly Business review with EMC stakeholders Manage Day to Day activities, work volume and concept implementations Client engagement with senior Wipro/EMC Global Clients.  Internal KRAs are measured through : C-sat , Escalation backlog/utilization, Project attrition, Resource Management. Preparing weekly/ monthly and quarterly employee performance report for identifying performance of the team.  Resource allocation, based on skill required and Up - skill the team for business improvement. Process definition, compliance and continuous improvement Escalation management

Drive and implement Performance Management System with activities including: KPI management, process adherence, expectation management, rostering and scheduling, Client Management, revenue projections and other regular operational tasks.• Responsible for creating policies and procedures, SOPs, process documentation in line with client Site• Handling Weekly, Monthly and Quarterly Business review with EMC stakeholders• Manage Day to Day activities, work volume and concept implementations• Client engagement with senior Wipro/EMC Global Clients.• Internal KRAs are measured through : C-sat , Escalation backlog/utilization, Project attrition, Resource Management.• Process definition, compliance and continuous improvement.• Preparing weekly/ monthly and quarterly employee performance report for identifying performance of the team.• Resource allocation, based on skill required and Up - skill the team for business improvement.• Process definition, compliance and continuous improvement• Escalation management

 Mentoring and motivating subordinates for maintaining highest standards of customer service giving preference to customer satisfaction & promptly resolving customer problems & concerns whilst identifying prospective clients, generating business from new accounts and developing them to achieve consistent profitability and enhance revenue. Delivering service and support to end-users using and operating automated call distribution phone softwear, via remote connections or over the internet. Managing all kind of queries, complaints and requests from different channels and liaise with different departments for ensuring query resolution Diagnosing and resolving technical hardware and software issues involving internet connectivity, emails clients, IPTV, VOIP and more. Handling the escalations & high priority customer request & complaints of the team in co-ordination with other departments to ensure 100% complaint closure with 100% delight Establishing & using service level and response time objectives while planning and managing the service-level quality using the real-time management skills. Oversee the performance & results as per the quality parameters. Define and set goals for the team, prepare plan of actions to achieve defined goals. Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules,etc Performing briefings to the service desk staff on changes or deployments that may affect volumes at the Service desk.