Responsible for developing strategies to improve operational efficiency, reduce costs, and increase productivity.

Governance of infrastructure service delivery for multiple customers.Performing Leadership responsibilities over the assigned staff of various line of business

Governance of ITSM teamDevelop, and implement policies and procedures to support delivery ensuring compliance with ITIL principles.Coordinating with different Process Owners interfacing each other to ensure proper checkpointsPerforming Leadership responsibilities over assigned staff including performance evaluations, training, and employee developmentPerforming Leadership responsibilities over assigned staff including performance evaluations, training, and employee development.

Managing more then one services throughout their life-cycle.To ensure that any changes to the services follows the correct procedureMonitor, control and support the execution of configuration management processes ensuring, procedures, policies, are followed and we meet the SLAworking on different plans and referring RCA's to mitigate risk, and manage delivery of services for business development.Identifying process gaps and implementation of new ways of working to ensuring best fit as per ITIL frameworkPreparing process and procedure documentsRecommendation of new process and procedures as a part of continual service improvement

Responsible for Implementing and maintaining updated Configuration Management System (CMS) including process and proceduresResponsible for implementing and executing asset and configuration management process/procedures to track assets/CIs through its lifecycle.Coordinate and review Key Performance Indicators and SLA reports to analyze trends and identify proactive measure to improve or enhance service delivery.Maintains a holistic view of the organization and ensures proper alignment between Configuration Management and relevant IT Service Management processes and functional areas within IT.Ensure the completeness and accuracy of CIs and their relationships as documented in CMPReview expectations and perceptions with key stakeholders periodicallyPropose and implement automated solutions for improving efficiency.Responsible for managing administration, communicating and coordinating with internal departments to handle complex customer complaints and inquiries.Handle CMDB cleanup projects as and when required to maintain database accuracy and system performance

Maintaining attendance and assigning job responsibilities to all staff members in respective shifts.Ensured effective staff planning for optimizing manpower & machine utilization reduced unnecessary actions for enhancing productivity & profitability.Participating in failure investigation by conducting root cause analysis and taking effective measures to resolve the same.Delivering safety talks during the start-up of the shift activities.Looking after service ability of the manpower and direct interaction with client regarding various issues and discussions related to staffing and call flow.Managing the staffing to achieve the daily staff hours requirement and supervising the AUX% Break & AHT on real time basis.Maintaining records, of Break, AUX % & AHT of associates and analyzing the same while preparing the roster to ensure maximum output of man power.Taking measures to achieve the STAFF HOURS on daily basis by planning the staffing on real time basis.Participated in failure investigation by conducting root cause analysis to identify causes and their remedies.Strictly ensured adherence to quality standards and procedures through monitoring sessions.Monitored start-up & shutdown activities and ensured adherence to set procedures.Administered staffing operations involving real time monitoring & break adherence on first in first out basis.Conducted inspection at various stages of operations to ensure proper staffing is met without any slippages.Handled call flow for both incoming & outgoing calls and supervised abandonment rate & average speed of answers (ASA).Maintained records of movement of associates from one switch to another to ensure optimum utilization of manpower & machine.Took various measures to prevent abandon of calls by planning & forecasting staffing plan as per the call volume