Vignesh M.P Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

India

Bengaluru Area, India

• Driving all the technical teams & guiding them in terms of project process without any deviations.• Managing and monitoring all KPI's and SLA's as per the scope of Service.• Handling Major Incidents (P1) related domains including Windows, VMWare, Storage, Database, Networking and Business applications.• Handling weekly operations calls with all region clients (APAC, America, EMEA)• Publishing Monthly and Weekly reports for Incidents, Problems, Change, Availability, and Service Level reporting and leading their review with Executive Management and Stake Holders.• Suggesting to implementing automation/CSI items to Service Ops/CSMs• Chairing daily stand ups to ensure Ticket ownership, Change/ Maintenance communication and Team strength review to achieve the defined performance targets and KPI• Performing trend Analysis for detecting recurring incidents & flagging them to Problem Management Team.• Responsible for running an ITIL compliant operation and enforcing security and compliance requirements of customer• Review and Audit Incidents/Requests for quality and SLA compliance• Responsible for managing and coordinating the timely resolution during Outages.• Collaborate with other teams like Service Desk, Infra (Event & Change) Team to ensure that events, alerts and changes are defined & understood to enable faster response to incidents.• Ensure all changes were planned\created\scheduled,Along with calendar invites\submitted to CAB and executed on time without fail.• Acts as a SPOC for all escalation.• Creation of Weekly and Monthly report and sharing it to business.

Bengaluru Area, India

• Handling incident team of 5 members.• Process training for the newly joined technical employees.• Auditing & analyzing the SLA breached tickets & Monitoring response & resolution SLA.• Tracking the complete incident lifecycle until the resolution.• Handling daily status call with clients & regional service managers.• Driving the bridge calls for P1 & escalated tickets.• Sending Weekly and Monthly KPI reports to the management and discussing the same with the team for the improvements.

Bengaluru Area, India

• Handling the entire shift of seven Level 1 agents.• Training the team on process updates and new tools.• Handling the escalations and the bridge calls for the escalated issues.• Handling the status calls with the Delivery manager and Service manager.• Taking weekly team meeting for the process updates and team performance.• Motivating the team for better performance.• Coordinating with the support groups for any updates on the process.• Monitoring the SAP Basis and SAP Security issue from the point of incident till resolution, • Providing initial assessment of categorization and prioritization for reported incidents.• Performing hierarchical and functional escalations as required.• Monitoring the complete lifecycle of the tickets.

Bengaluru Area, India

• Managing, coordinating and resolving Incidents & service requests to drive and improve customer service. Initiating, managing, assigning and tracking on customer reported problems.• Manage Field Program to schedule field engineers and customer appointments for fault restorations & reporting progress on customer problem reports to customer.• Single point of contact on call updates for complete North Region.Frequent follow up with Engineers for end to end closure of calls and updating the pending calls to Engineers and drive to close the calls on daily basis.• Maintaining the call closure percentage consistently on same day calls logged & escalating the required cases to management according to escalation matrix.• Doing Review with North SDM’s for pending calls.• FE details, critical customer details, logistics details and Bizops details Maintained for Service Desk of North.• SLA violations were followed strictly by sending mails to respective stake holders in SLA delay.• Performed data conversions and repairs of customer data in order to meet specified program requirements.• Attended and played an integral role in department meetings and provided valuable inputs in enhancing the team performance.

Bengaluru Area, India

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