• Overall responsibility for the successful execution of all configuration of the ServiceNow and BMC Remedy platform for a Client solution • Provides cost effective and timely on-boarding for Clients to our ITSM systems• Interacts with Client and account teams as required to agree the Foundation Data, solutions to issues• Manages the development of agreed solutions required to address unique Client needs working with the technical teams to agree a resolution to delivery issues• Act as a liaison between the customer and the development team to drive the technical implementation, translate customer requirements to internal systems and processes, and help on-board new customer accounts onto the ServiceNow platform• Accountable for assisting in the managing of internal and external dependencies and help drive customer go-live deadlines• Possess a deep understanding of IT Service Management (ITSM) software applications on the market , specifically ServiceNow• Support the engagement manager for the execution of the master implementation plan per standard implementation methodologies• Works with the team to select or create appropriate scenarios to test all results to determine whether system changes met project specifications; uses scenarios to assist the end user in acceptance testing• Ensures that documentation is updated when change requests are approved for the project• Formulates and defines systems scope and objectives based on both Client needs for Steady State requests and a thorough understanding of business systems, applications and industry requirements• Operates as a liaison between technical personnel and the appropriate Client and / or account teams• Works across various technical towers to ensure the best solution is implemented and that timely implementation is achieved• Supports team information sharing and on-boarding of colleagues as the team grows• Provides input on processes, procedures, or new approaches

Engaging 75% of time as Scrum Master Agile Methodology • Facilitates and is accountable for owning the Scrum Agile ceremonies for the scrum team. Partners with Product owners to communicate delivery of work product from the scrum team. • Proactively helps team remove impediments and escalate impediments that is outside of team’s purview and so making sure team in on track through the sprint to achieve the target • Facilitate, coach, mentor team members to follow all the agile best practices and create an ideal Agile environment. • Uses data to help the team optimize scrum team velocity and identify improvement opportunities to achieve higher levels of team performance. • Coaches scrum team(s) to deliver capabilities using agile practices while also following the Software Development Lifecycle, business process mapping, and various release processes as appropriate to ensure all risk, security, and development requirements are met. • Partners with Product Owner(s) to ensure continuous refinement of backlog, which may include stories from multiple projects. Completion of some work may depend on nonagile work teams. • Drives Scrum adoption across all levels in the organization • Ensure the Acceptance Criteria and Definition of Done (DOD) is being followed; make sure that each team member is fully engaged in the stories and making a meaningful contribution. Encourage a sustainable pace adhering to the agreed quality management plan with the team.

• Manage a team of technical analysts. • Support the technical implementation, translate customer requirements to Dell internal systems and processes, and help to On-board new customer accounts onto the Dell IT Services platform • Conducts business process analyses, needs assessments, and preliminary cost/benefits analyses in an effort to align information technology solutions with business initiatives. • Works with business users to define and analyse problems and align the most appropriate technical, application or configuration solutions. • Solicits, develops, documents and manages requirements and provides detailed design and business rules to support the requirements throughout project life cycle up to and through change control. • Considers the business implications of the application of technology to the current and future business environment. • Resolves customer issues with software solutions and responds to suggestions for improvements and enhancements. • Reviews system test plans and system tests modules before implementation. • Creates reviews and delivers end-user documentation (user guide, process flow charts, and training materials) and training for accuracy. • Works with the user to select or create appropriate scenarios to test all results to determine whether system changes met project specifications; uses scenarios to assist the end user in acceptance testing. • In upgrades, monitors production performance enhancements and system integrity with end-users. • Develops detailed implementation and upgrade project plans in conjunction with other account team associates. • Ensures that documentation is updated when change requests are approved for the project. • Interacts with business users, I/T, vendors and customers to define current and future application requirements.• Provides input on processes, procedures, or new approaches.• Identify needed KB articles and create

• Manage a team of technical analysts.• Leads New Account Liaison through the Platform on-boarding process onto OPAS v3• Ensures all areas of the OPAS v3 tool setup are completed; including SRM and SLM• Provides standard on-boarding data collection workbooks• Verifies that the data provided meets the established Standards.• Communicate and manage the expectations of the programme management and end-user departments.• Ensure implementations are traceable, secure and that only correct, authorized and tested versions are installed.• Co-ordinates with the ITSM Dev team around SLM, SRM setup and provided necessary and timely updates to the Transition Service Managers about the same.• Co-ordinates with the ITSM Test team to get SLM,SRM and any new enhancements tested in a timely manner. All SLM setup and SRM forms should be tested 1 week prior to go-live and in production at least 4 days prior to go-live• Communicates defect resolution, SRM setup, SLM setup and other ITSM on-boarding related activities timelines to Transition Service Managers• Plan the successful roll-out of software and related hardware releases.• Loads sample data in UAT environments• Develops and deploys Standard SRM forms to UAT and Production environment• Loads live data of new account in production environment• Provides one week of go-live Support• Provide clear turnover to L1 team at least 1 week prior to go-live

• Work profile includes Analyzing and resolving issues related to Microsoft outlook, Live meeting, Citrix, SCCM, VPN, Microsoft Office, Profiles and other internal Applications for Dell. • Profile includes working on Active Directory regularly and few limited options on the internal Servers like resetting the permissions for the users, deletion and recreation of profiles on the server end. • Setting up VPN, Wireless network and troubleshooting the Wireless issue. • Attending IT and infrastructure problems related issues and assigning the calls to the respective engineers and track it till closure. Actively participate in status meetings with Business owners from Customer side.• Focus is more on SLA since issues as such are very critical to business and the entire service desk is managed based on ITIL Frame. • Provides technical support and training to Global IT users, training user group on appropriate operations of the IT equipment and software packages. Interacts with the users on their potential future business requirements.• Training the L1/ L2 Dell Team Members on process and monitoring & assisting the Perot Internal Service Desk Analysts to understand Dell Internal service desk process. • Proactively identify the issues, raise queries & follow up with Customer till closure• Adding, deleting and Activating the Blackberry account.• Transitioning new applications and process.ADDITIONAL JOB RESPONSIBILITIES: • Preparing daily, weekly & monthly calls and tickets reports.• Proactively identify issues and take corrective actions.• Interact with Global Support team & Identify n implement processes & procedures to enable DISD to work as a Seamless.• Motivate colleagues to ensure that each individual fulfils their potential. • Demonstrate dependability and flexibility in all aspects of job function. • Helping in knowledge transfer from Dell to Perot Internal Service Desk & vice-versa after the migration.

• Handling Technical issue on Dell Consumer Segment Notebook, Desktop and Wireless internet issue.• Coaching new hires in the team for to handling complex technical issues and assist customers & PnP issues.• Educating users on which components can be upgraded on their computer and helping the Agents identifying same.• Handling calls and multiple chat’s escalations regarding customer queries on pre sales, post sales issues & technical issue. • Analyzing the reason for CE hits and providing the feedback for the representative for there individual and team performance. • Monitoring the live chats for customer satisfaction through effective handling of customer problems and queries. • Serve as an expert on all Care and technical tools/applications and ensures timely implementation of all new processes. • Close gaps in representative knowledge base by collecting in formation from issues — forward data to appropriate departments. • Identifies and provides input on unique or recurring customer problems. • Responsible for customer satisfaction through effective handling of customer problems and queries. • Transitioning new applications and process.

• Demonstrated excellence in Queue Management and maintaining a SLA of 90% and above. .• Deftly audited calls for the representatives and provide necessary feedback.• Developed effective performance plan, implement and review for the direct reports. • Facilitated Rewards and Recognition to team members to drive performance and improve quality standard.• Efficiently managed in curbing the attrition rate. • Aptly performed Project Performance Management - Track project reports daily, weekly, monthly & quarterly.• Instrumentally performed trend analysis with regard to AHT, CRW, efficiency, SL, ASA, CSAT, XPR & ASA.• Published daily reports on Site SL and individual AHT and CRW for all the representatives.• Prepared Weekly decks to be presented by the senior management based on the weekly performance of the Site.• Distinctively streamlined the process and augmented the productively through the following initiatives; • Improve FCR for the process: Using DMAICR Methodology (Define, Measure, Analyze, Improve, Control and Report) to improve the FCR rate for 65% to 87%.• Reduction of AHT: Facilitated training for representatives for effective call handling skills. Helped in designing a portal for faster resolution to reduce AHT. Reduced AHT from 1024 seconds 847 secondsADDITIONAL JOB RESPONSIBILITIES: • Training the bottom quartile representatives in meeting the Agent Level Metrics. • Mentoring the new hires and helping them with the Policies and procedures. • Analyze CE Scrub data and process reports to target on both controllable and uncontrollable issues. • Following up on the pending DPS's for the team. • Helped agents with appropriate Macro usage and feedback. • Sending ARR and quality report on a weekly basis. • Sending CRW report every two hours once.

Assisting US Consumer Customer Care Customers with their Per & Post order queries, Customer lifecycle management offering a suite of solutions to help improve customer loyalty and increase revenue growth opportunities