PGDM - Project Management

• Managed a team of 9 with emphasis on improving customer service experience while ensuring the adherence to SLA agreements where the total volume of tickets was around 3000 (SRM and incidents)• Analyzed data to implement continuous service improvement projects which resulted in improvement of FSR by 12%• Developed, maintained and fostered effective relationships with clients which ensured satisfactory rating of SSAT for 21 consecutive months• Implemented notification solutions with the help of design team to ensure that response time is improved, this resulted in improvement of response time by 2%• Implemented left shift procedures through data analysis where tasks were pushed from L3 support teams to L1/L2 teams which improved FSR/TTR/SLA adherence• Applied new ways of getting CSAT responses which increased the CSAT value by 10%Identified and suggested to implement automated solutions which resulted in improvement of TTR by 3%• Arranged frequent knowledge sharing sessions between L1/L2 teams and improvement of overall knowledge documentation procedures which directly resulted in creation of 84 new KAs and updating of around 125 KAs• Improved the reporting solutions using Business objects to understand prioritization techniques and reduce SLA/OLA achievement failures• Ensured smooth operations by creating work schedules for all team members with specific timelines, tasks, expectations, and deadlines• Implemented training and onboarding procedures which allowed new joiners to handle a high paced/high volume environment- Excelled at admin tasks on applications managed by the team, including SNOW, NETCOOL, SAP Business Objects.- Managed the design and implementation of metrics & goals in line with business outcomes for ITIL process.