Tanveer Shaikh Email and Phone Number

Handling Major Incident processes and driving the efficiency and effectiveness of the incident management process. Handling of Major Incident, initiating bridge, coordinating with various teams to resolve the issue, sending out the timely P1 notification, preparing chronology and timeline of the Major Incident. Raising a problem ticket and creating initial RCA draft post-Major Incident resolution, setting up meetings with Technical Delivery Managers, Client Success Managers, and Technical teams required for analyzing the root cause. Assigning the problem task to the respective team or Individuals and to set up follow up meetings to get a permanent fix for the problems. Ensure proper closure of the Problem and Major Incident ticket.Tools worked on: Microsoft Teams, Service Now (Orlando Version), Everbridge Notification tool.

Experience: Client: First Data Corporation (Global Command Centre) Company: Virtusa Ltd. [April‘17 Till Date]First Data Corporation (FDC) is a financial services company headquartered in Atlanta, Georgia, United States. The company handles 45% of all US credit and debit transactions, including handling prepaid gift card processing for many US brands.Shift Manager (GCC): Currently managing below domains: Event Management Batch File Monitoring Operations Tech. Operations Production support Team• Primary responsibility is to maintain BAU and conduct formal and informal training and coaching sessions with the staff.• Responsible for performance management, plan monitoring and evolution, metrics development, Attrition control and management.• Responsible for managing existing operations and implementing new operations processes as per the designed SOP.• Ensure staffing levels to provide adequate coverage and support on all platforms.• Work with Omaha (GCC) to create procedures that ensure a high level of customer service.• Ensure that during the transition the staff has access to and training on appropriate tools to perform their job effectively.• Manage the monitoring of IT services using various monitoring tools (Splunk, Netcool, Cycleview, Xymon, Prognosis, etc).• Ensure that the Netcool Acknowledge Time, MTTP(Mean Time to Prioritize) and other SLA’s are met.• To handle customer escalations and guide the Global Command Center Analysts to quickly solve customer issues and ensure that IT outages are resolved quickly and effectively.• Prepare daily report and ensure optimal performance and maintain records of service level agreements for customers.

Mattel Project: (GIS- Support) - Driving the efficiency and effectiveness of the incident management process. Handling of P1 and P2 tickets, initiating bridge, coordinating with various teams to resolve the issue, sending out the timely P1 notification, preparing chronology and Weekly P1 reports. Assisting Problem Manager to prepare CAPA (Corrective Action and Preventive Action) weekly data, following up with tower Leads to prepare RCA for the P1 tickets. Auditing and analyzing Incident tickets. Raising Change Request for weekly planned power outage and getting C-Task created before the CAB meeting. Conducting Huddle call with the Tower leads to check and reduce the ticket count for the respective teams. Due to my strong Management skills, I was promoted to "Wipro Operation Manager". Met 100% SLA and compliance month on month, maintained the proper adherence at work and if in case required shift was handed over properly, maintained the shift management as an Operation Manager. Zero escalation till date and accuracy always there while handling the P1 tickets.

Monitoring calls flow and governing Incident tickets and service request. Work with MIS for the C&D SAT details and do an analysis and share feedback with the team, update the tracker. Incident ticket auditing by EOD of the current week. Optimus Assessment – Prepare Questionnaire and assign the same via Optimus, Updating Escalation & Appreciation Tracker. Preparing team roster considering SD’s Leave and managing shift requests. I did an Analysis of the DSAT rating of my team members and provided the inputs to avoid D-SAT. There was considerable improvement in the annual CSAT rating. I know the cultural differences while dealing with global customers and confidently and precisely communicate with the client via mail/teleconference.Tools worked on:Service-Now (ITIL process), Active Directory, AS400 (UNIX based tool), ADP E-time, Oracle Kronos, Oracle myHR and WMS - Ware House Management for Inventory, RSA Token console.

• Auditing Emails• Weekly & Monthly Defects and Quality Score• Weekly & Monthly Agent Feedback report• Daily Quality Score data• Fatal Error Tracker• Daily KQ (Knowledge Management) data• Weekly WOW Email • RRC Dump & Site Score • Attending Internal & External Calibration with US client • Minutes of the Calibration Skill set: Colossus, Excel, Axis, CMS, Citrix, ResNet, delta.com, KM, Outlook, DL Term, KANA-Chat

Handling calls, emails, responding to Elite customers via email, paper mails and fax for US base client Delta Airlines, assisting both back office and online support. Worked as SME (Subject Matter Expert) and also took OJT (On Job Training) for the new Customer Care batch. I have the ability to come out with the best practices and innovations by understanding the business process. I have worked in 24/7 shifts.