Vinod N Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

1)Team Management: Oversee a team of service desk associate,operation associate, and network engineers2)Provide leadership, guidance, and mentorship to ensure efficient and effective service operations3)Set performance expectations, conduct regular performance evaluations, and provide feedback to team members4)Service Delivery: Ensure the timely and successful delivery of services to customers5)Coordinate service requests, assign tasks to team members, and monitor progress to ensure customer satisfaction and adherence to service level agreements (SLAs)6)Customer Relationship Management: Build and maintain strong relationships with customers by understanding their needs, addressing concerns, and ensuring exceptional service delivery7)Act as a point of contact for escalated customer issues and work towards resolution8)Resource Allocation and Inventory Management: Allocate resources,to ensure efficient service operations9)Quality Assurance: Monitor service quality and ensure adherence to established standards and procedures10)Implement continuous improvement initiatives to enhance service delivery, efficiency, and customer satisfaction11)Conduct regular audits or inspections to identify areas for improvement12)Provide coaching and professional development opportunities to team members13)Safety and Compliance: Ensure compliance with safety regulations and company policies14)Reporting and Documentation: Prepare and present service performance reports, including key performance indicators (KPIs), customer satisfaction metrics, and financial performance15)Maintain accurate documentation of service activities, customer interactions, and equipment service histories

Bengaluru South, Karnataka, India

Incident Managaement• Driving an incident to resolution through support management• Documenting key actions during an incident bridge call• Notification to senior leadership onstatus and impact to customers• Ensure proper escalation procedures are followed and correct support teams are engaged• Dealing with client escalations and working with support teams to ensure issues are fixed within the shortest possible timeframe.• Arranging a bridge call for the Major Incidents.• Responsible for communicating with the Incident Process Owner• Point of contact for all Major Incidents• Represent the first stage of escalation for Incident.• Serve as an escalation point of contact and co-owner of Major Incident, with the primary focus on restoring the services.• Facilitate the outage calls and ensure that all the required resources are engaged to work a Major Incident. • Driving the efficiency and effectiveness of the incident management process• Escalation of risks and issues to the Major Incident Management Process Owner.• Arranging a bridge call for P1 & P2 tickets.Problem Management• Scheduling the call with respective network teams• Rising a problem ticket wherever required• Prioritizing the problem ticket as per the requirement• Ensuring the correct workaround or fixes are made available to the business• Collaborate with the respective teams to provide root cause analysis Change Management• Escalation as required to ensure that changes are approved• Scheduling the change• Looking forward the change has been implemented successfully• Closing the change as per change plan• Ensuring changed are implemented with minimal or no impact to customer service• Scheduling the calls and involving respective teams to perform the change

Bengaluru, Karnataka, India

• Incident management, change management, problem management, service request.• Timely escalations for the faster restoration of the services.• Maintaining SLA to avoid the business impact.• Coordinating with the L2 & L3 engineers.• Coordinating with service provider till the issue gets resolved and escalating the issue till service account manager. • Experience on tools like ITSM (IT service management)• Acting as 24X7 escalation point to network issues.• Performing real-time troubleshooting via remote access to network components to isolate, manage and resolve network impacting issues. • Follow-up with technical team till the outage is resolved.• Involving in stand-up calls for the better operations.• Arranging a bridge call for P1&P2 tickets.• Handling change requests for new devices, port changes, VLAN changes, Etc.,• Coordinating with change managers for the approval and working with L2 team for assessment and implementation for all the Change Requests.• Involved in training the new joiners in the team regarding the process

Bengaluru, Karnataka, India

• Installation and Configuration of various Network devices like Cyberoam Firewalls, Routers, Switches & Wireless access points• Configuration of CCTV IP Cameras• Configuration & applying of internet access policies and ACL in firewalls• Generating reports and monitoring alerts