Thomas Raj Kumar Email & Phone Number

India

Hyderabad Area, India

Hyderabad Area, India

Managing a team of TrainersManage staff to ensure service levels are protected across all service bands. Determine staffing requirements based on changing support environmentEnsure effective execution of all Training Initiatives for the Help Desk team in the Global location. As such, must work closely with US-based SME’s to ensure effective change management and knowledge transfer between Client, US Account Team, and the Global Operations Center.)Engage in QA/QC activities as needed. (QA/QC activities include, but are not limited to, Open / Closed AR Review, QA monitoring/scoring using V-Print, live/observe.Consistently maintain high level understanding of the Client technical / business environment. Ensure that ServiceWare is consistently accurate and update /create KI’s consistently to ensure that ALL ServiceWare content is accurate. Consistently search for gaps in existing ServiceWare content, develop content to close those gaps, and ensure the tool is consistently optimized for ease of use by the Global Operations Center. Ensure ServiceWare content is always complete, comprehensive, and accurate.)Knowledge Development & MaintenanceDedicated Team Training EXTERNAL focus on customer’s priorities/needs Mentoring of all account SMEs and Supervisors

First point of contact for the project (training and delivery) at the operations center in India which started in June 2014.• Act as Primary contact for several applications ,obtain client input and develop training material• Provide action plans for process improvements. • Responsibilities: Getting the updates from the client and transferring the knowledge to the internal team.• Also get the updates from the team and pass on the same to the client on the projects implemented• Report all outages related to the applications handled by Merck to the Global Command Center and participate on the Bridge calls on behalf of Help desk.• Perform RCA on the issues reported and provide a detailed analysis to the Management• Participate on Client calls to discuss about the help desk progress and future training's• Liaise with the Management in the GOC and US to understand all upcoming changes to the environment (new application releases, sales force expansions, realignments, etc.)Train techs on • Case Documentation Tools:BMC Remedy(Incident management, Problem management, Service Requests, Case routing, Work Orders),

Hyderabad

Constantly assess training needs of the Help Desk Analysts (HDA) population, as follows: Ongoing Training: Regularly assess HDAs’ proficiency against required skills by administering regular skill assessments. New Application Training: Stay informed on upcoming changes in the client’s system (Change Management Process) Prepare Training plans and Training material based on above assessment Schedule training classes in coordination with Helpdesk Manager’s staffing schedules with minimal impact on call taking ability Every month, develop and administer a comprehensive skills assessment Present results to the Ops Team and make recommendations for remediation as required Perform QA assessments, as required Provide Just in Time remediation to HDAs based on QA assessments Monitor Help Desk Analyst progress after remediation training has been performed. Provide group and individual performance feedback based on fact based data (training assessments and/or QA results) Drive the RCA call intended to identify patterns of issues and wholesale training opportunities Conduct a session with all the HDAs to discuss the findings of the RCA Call.

B-Tech, E.C.E

B-tech

Bachelor'S Degree, Maths,Science,Physiscs

M.P.C

S.S.C; M.P.C

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