• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.• Remediate deviation of process for its division/department.• Responsible for communicating with the Incident Process Owner.• Point of contact for all Major Incidents (MI)• Responsible for the effective implementation of the process \"Incident Management\" and carries out the respective reporting procedure.• Represent the first stage of escalation for Major Incidents (MI)• Monitor the workload per Severity level.• Monitor the incidents to ensure that the Service Level Agreement are respected.• Identify, initiate, schedule and conduct incident reviews.• Ensure the closure of all resolved and end-user confirmed Incident records.• Provide guidance to the Incident Process Coordinators.• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.)

1. To deliver strategic ITS operations with higher accountability. Ensure business to IT alignment with complete business satisfaction.2. To provide superior customer experience by leveraging all resources.3. Take advantage of expanded capabilities to construct a flexible model that allows customers to balance cost, capability, capacity and quality.4. Identify and prioritize business requirements and influence roadmaps.5. Tiered, scalable, optimize delivery model and footprint to support Services business objectives.6. State of art quality management - Embodiment of concepts, methods and application.

• Support Dell’s customers during on boarding, change, service improvement and steady state priorities.• Applying appropriate analysis, design, development, implementation and evaluation techniques when training intervention as and when required.• Responsible for creation of new hire training program, implementation and new hire transition.• Responsible for building training materials and training the team on new Service Introductions.• Drive adoption of the standard Knowledge base by:- Utilizing knowledge base for all new hire and change initiative process instruction.- Identifying and working to resolve gaps in the current knowledge base. - Implementing knowledge checks that are engaging, fun and drive KB usage and proficiency.• Support quality and training integration efforts by:- Volunteering to participate in workgroups.- Adapting and helping others adapt to change – accepting new systems, processes or tools that may be put in place as a result of integration efforts.

• Responsible for creation of new hire training program, implementation and new hire transition.• Active participation in new projects relating to implementation in pilot projects relating to technological updates and introduction of new technologies.• Responsible for building training materials and training the team on new processes, tools, Software and Applications introduced within Dell environment. (Ex: Windows 7, Remedy 7.5, Avaya One-X Communicator, Dell Streak, etc).• Creation, implementation of quality audit process for DISD.• Performing monthly audits for the team and ensuring process and quality adherence by the team.• Monitoring the existing policies and procedures for the team and correcting or revising them periodically.• Generating monthly reports for the management (ex: Audit Report, SLA metrics report, CE report, etc. • Active monitoring of team’s CE performance and also preparing CE scrub reports and discuss the same with leadership team.• Working on developing a globally consistent methodology to deal with D-Sats.• Helping level-1 analysts with resolutions for incidents and also handling escalations for the team.

• Support Dell’s customers during on boarding, change, service improvement and steady state priorities.• Applying appropriate analysis, design, development, implementation and evaluation techniques when training intervention as and when required.• Responsible for creation of new hire training program, implementation and new hire transition.• Responsible for building training materials and training the team on new Service Introductions.• Drive adoption of the standard Knowledge base by:- Utilizing knowledge base for all new hire and change initiative process instruction.- Identifying and working to resolve gaps in the current knowledge base. - Implementing knowledge checks that are engaging, fun and drive KB usage and proficiency.• Support quality and training integration efforts by:- Volunteering to participate in workgroups.- Adapting and helping others adapt to change – accepting new systems, processes or tools that may be put in place as a result of integration efforts.

• Responsible for client servicing and transaction processing for US Dell customers on issues relating to their loan accounts opened to buy computers via email • Earlier exposure to client servicing through phone calls.• Process and deliver requests from clients within target turnaround time. • Establishing and maintaining good client relations and ensure swift and efficient handling of all telephone calls and emails (queries and complaints.)• Check the entries like waivers, credits etc., on the account processed by other representatives and rejecting and correcting the wrong entries.• Preparing Daily and Weekly MIS reports.• Mentor and guide new members on processes being used in communicating with clients.• Handle Software updates and provide relevant access to the team members. • Install software into the systems of new members and explain the functionalities.