Vijay Baskar Email & Phone Number

Chennai, Tamil Nadu, India

Dlf

Chennai Area, India

Role: Service Quality AnalystTeam Size: 10 Ensure that projects and services are delivered in accordance with the company's and clients’ requirements and agreed processes Act as Early Alarm Response System to Management by conducting milestone reviews, Gate Reviews, PII Checks, audits and project profiling Work along with the delivery team to identify the Gap Analysis and helps them to close. Facilitate the project/service teams to ensure that they adhere to the standards and models and help to institutionalize or improve the process sustenance Develops and implements the Quality led activities specified within company process to assure quality from concept to production.  Effectively interacts with delivery and Engineering teams to maintain the supply and introduction of new improvements.  Facilitate the project/service teams in conducting effective RCAs and drive the improvements to enhance the quality of the deliveries Track the KPIs/Metrics and share the performance for the respective groups Conduct Ticket quality audits for the incidents, changes and problem tickets and train the members Facilitate on the improvement initiatives in line with the business and management expectations.  Directs and coordinates the activities of team engaged in quality functions – including inspection, analysis and training. Implements measures to improve inspection methods, equipment/tool performance, quality, efficiency and morale.

Chennai Area, India

Role: Problem ManagerTeam Size: 3 Trend analysis of recurring incidents which affect the service Create problem calls and co-ordinate with technical teams to investigate the root cause Root Cause Analysis and suggest Remedial/Preventive actions using 5 – WHY methodology Prepare Problem Closure Reports and Problem Status Report and chair the Problem Review Board Proactively create problem calls to investigate and prevent potential service disruptions. Perform quality check on the problem tickets and prepare Problem Quality Audit report Check, Validate and report KPI achieved Emphasize on the best practices to update the tickets , to facilitate accuracy in reporting Prepare training materials and update work instructions in Problem Management area Organize Trainings for the problem management and technical teams on new processes and tools , whenever necessary Analyze and report employee efficiency and utilization metrics Analyze Problem management effectiveness quarterly to assess performance.

Chennai Area, India

Change & Request Manager (for Netherlands & Sweden ET&A (Enterprise Tools & Automation) which holds a customer base around 30)* Responsible for all the changes & Requests on an average of 200 changes & 1000+ requests in a month* Responsible for assigning requests to the concern & chase towards closure within the SLA timeline* Review the Change Requests (CRQ) raised on that day & ensure all preparations have been taken care for the CAB meeting: including preparing agenda, CRQs need to be discussed, inviting participants* Chair the Change Advisory Board (CAB), Emergency Change Advisory Board (ECAB) and Design CAB meetings* Ensure that all assessments has been carried out before assigning change for implementation to the Resolver Groups (Wintel, DBA, Deployment, etc.,) as discussed in the CAB Meeting * Any delinquencies or any special approvals will be discussed in the customer meeting* Authorize & follow-up with the Resolver Groups to ensure the implementation has been taken care to avoid any SLA breach* Responsible for negotiating end-user down time for change implementation, create consolidated change schedule, resolve any scheduling conflicts and Closing the CRQs* Responsible for identifying process relationships to other Processes, Creating/Maintaining Process Policies, Standards, Conceptual Models & Team Work Instructions* Responsible for all change & request related reports that are being published without any negligence to monitor and track for better results* Initiating Service Improvement Plan (SIP) for failed or pending changes as well as requests every week to identify the process gaps & suggest CAPA

Incident Coordinator - Acted as a catalyst between the support team and the delivery team to facilitate & ensure smooth operations and seamless delivery- Responsible for creating Weekly SLA report and Monthly Management Report- Coordinated with all support teams during the complete incident lifecycle

-Responsible for handling Frontline Technical Calls-Installation, Backup & Recovery in Windows XP-Involved in providing process and technical training for new recruits-Responsible for smooth operations and providing required analysis for project and teams improvement-Lead and coordinate a cross-functional design team; maintain a goal-oriented environment while facilitating support boundaries and creative thinking-Responsible in handling escalation calls

Bachelor Of Engineering (B.E.), Mechanical

12Th Standard, Computer Science