Information Technology Service Management Consultant
Pune Area, India
Provide regular status updates to steering committees, stakeholder groups, and executive leadership.Managed Operational and tactical activities of the team and handled cross functional escalations resulting in successful delivery of all the scopes services to the customer.Automated email to ticket mechanism, implemented business CSAT surveys.Process management capability, in particular the ability to drive workflow standardization and integration into technology tools.Ensure resources have the right tools, access, training, and information to enable the rapid resolution of Incidents/Requests and the ability to address project needs. Assist in the technical development and enhancement of customer support systems and functionality.Collaborated with the client and team to facilitate key activities, such as building milestones, patching, upgrades, DR test, and other key project tasks and milestones resulting in 100% project completion rate.Monitoring of Key Performance Indicators and performance against Service Level AgreementsResource performance management, mentoring and career development.Point of contact for the client regional manager to establish a formal channel for complaints and incident escalations to ensure “High Client Satisfaction”.Ensure proper tracking and documentation of the incident, provide regular updates to GMIM, Head of Security IT and all managers in charge.Works with vendors to ensure that performance levels are met in accordance with service level agreements.