• Management of the incidents with Proper process practice and the accurate documentation within the ticket.• Accountable to manage the quality of the Incident handling process.• Management have all high priorities and with SLA >75% incidents.• Responsible for the co-ordination of Client and Domain in case of disputed severity incidents and while advising the SLA exclusions.• Responsible for WAR ROOM and other Quality and SLA Management related meetings, ex. Quality Circles… Show more • Management of the incidents with Proper process practice and the accurate documentation within the ticket.• Accountable to manage the quality of the Incident handling process.• Management have all high priorities and with SLA >75% incidents.• Responsible for the co-ordination of Client and Domain in case of disputed severity incidents and while advising the SLA exclusions.• Responsible for WAR ROOM and other Quality and SLA Management related meetings, ex. Quality Circles, SDM Service Meetings.• Responsible to gather stake holders on Bridge for Situation analysis in case of tickets with SLA crossed the resolution time 1, i.e. 100% SLA incidents.• Responsible to manage the exceptions for the Incidents with invalid re-opens and with SLA miscalculations.• Responsible to keep the stakeholders updated with the Dashboard of all SLA wise tickets along with the ageing Incidents and Problems.• Responsible to head the meetings for Service Improvement and SLA negotiations in case of refresher of SLA grace periods and adapting new SLA’s. Show less

Working as Team Lead - Service Management Center (Incident, Problem,Change, SLM, Release & Deployment).- Perusing MBA (Final Sem ongoing), ITIL Intermediate Ops certified.- Being Lead SMC - Responsible for meeting KPI’s for Releases and Deployment process, Change Mgmt, the Incident Resolution, Re-opening, Complaint and Problem Management – Incident/Incidents Linked to Problem and Project SLA Watch.- Drive the efficiency and effectiveness of the Incident Management process.-… Show more Working as Team Lead - Service Management Center (Incident, Problem,Change, SLM, Release & Deployment).- Perusing MBA (Final Sem ongoing), ITIL Intermediate Ops certified.- Being Lead SMC - Responsible for meeting KPI’s for Releases and Deployment process, Change Mgmt, the Incident Resolution, Re-opening, Complaint and Problem Management – Incident/Incidents Linked to Problem and Project SLA Watch.- Drive the efficiency and effectiveness of the Incident Management process.- Review and validate and authorize new Change requests- Check on categories of the raised changes based on impact, outage and duration of the change.- Review Implementation plan, back out plan and post Implementation plan.- Prepare agenda for Internal and External CABs.- Lead CAB and ECAB.- Ensuring all the releases are deployed in the Production with min business impact and optimized cost and Risk.- Responsible to Handling the Change Management System along with the Project SLA Watch.- Responsible to oversee all enterprise releases of new applications and changes to existing applications to production. - Reduced the number of emergency releases from 10% to 6% by implementing a better planning and testing process.- After implementing the processes over 90% of changes were authorized, coordinate well planned.- Responsible for client interactions on Morning Service review and Health Check Calls.- Responsible/Accountable for the Service meetings with Clients and Complaint/Escalation calls.- Accountable for driving the Daily Operation and Production Meeting (OPOM).- Preparing reports and presentation to the client also Appraisal settings for team. Show less

o • Managing service delivery functions, to ensure end-to-end ownership of incidents and service requests.• Demonstrated skills in managing offshore team members throughout the project lifecycle while maintaining coordination with onsite management and providing them with regular updates about the project.• An astute leader with hands on experience in leading teams of for successful project implementation /process transition while ensuring a high-quality customer experience.• To… Show more o • Managing service delivery functions, to ensure end-to-end ownership of incidents and service requests.• Demonstrated skills in managing offshore team members throughout the project lifecycle while maintaining coordination with onsite management and providing them with regular updates about the project.• An astute leader with hands on experience in leading teams of for successful project implementation /process transition while ensuring a high-quality customer experience.• To manage and troubleshoot the Network & connectivity issues for ADSL lines by testing and programming with ITIL process.• Developed work schedules to match staffing levels, monitored progress to improve work process efficiency. • Work with trainer and help him to prepare the refreshing training session to the team members whenever it is required Show less

Technical support Service - US Worked as a Lead for the technical support to Home and Small Office customer, handling incidents through inbound call and support the frontline executives for the issue resolution. Took escalations calls if any for the team member over web and phone.