Operations Manager
CurrentResponsible for a team of application support, application functional testing, delivery, training to sales team for app usages and adoption of app usage.Implemented Ticket logging system to improve work practices and processes.Handle Major Incidents raised by client and looks incidents escalated by L1 support team.Works on Master Data Updates for new clients, product master updates ongoing using T-SQL.Writes queries and programs in T-SQL to automate the support operations day-to-day activities, which are still not available on the front-end portals.Worked within established configuration, documentation & change management policies for proper Sales Team Applications (Order Booking) and Distributor Management System implementation at client site.Attend daily/weekly CAB meetings ensuring planned changes are properly outlined and communicated.Coordinated with diversified cross-functional teams to mitigate risks, balance stakeholder interests, achieve milestones, bring in operational excellence and support decision-making.Imparting training on various modules to the team members as well as end-users.Developed processes, and conducted end-user training & reinforcement to stimulate Sales Team App adoption.Makes incidents reports for scorecard and weekly/monthly review for different clients.
