Summary :
Perceptive experience of nearly 4.11 years in the areas of Operations Management, Service Delivery, Team Management and IT Infrastructure Management. Proficient at leading teams for running successful process operations & experience of developing procedures, service standards for business excellence. Proven track record of managing processes and streamlining workflow & creating team work environment to enhance productivity innovatively. Deft in ensuring process surpasses achievement of delivery & service quality norms for all valuable clients. High energy and self-motivated professional with the ability to make things happen, work under pressure and adhere to strict deadlines.
Key Deliverables :
Senior Engineer (Messaging Exchange Lotus Notes) & IT Services including Delivery Management Process Management.
Relationship Management & Integrations Architecture
Quality Assurance / Planning and implementation
Team Management including resourcing, recruitment, mentoring, training, development & performance management.
Qualification :
MS in System Engineering 2008 - 2012 BITS , Pilani, Rajasthan ,Secured 74% First Division
BSC Computer Science 2005 -2008 Sri Krishna Arts and Science college, Coimbatore,Tamil NaduSecured 64 %.
Certification & Training :
190-847 IBM lotus Notes Domino 8 System Administration Fundamentals.
Achievements :
Got Productivity Lean-Six Sigma Award for Pending Call Reduction Project
Got Spot Award in crisis for AXIS BankDedicated team.
Got Lean-Project Completion Certificate by Head - Productivity Office & Lean
Skills Set :
Messaging Exchange L-1 scope stage - Strategic Management
Relationship Management - Escalation management
Team Management - Authorization of process adhere
Quality Maintenance - Customer wise Co-ordination and Status Tracking
Process Improvement - Delivery & SLA management
Tracking productivity - Quality Assurance & Compliance
Lotus Notes Administrator
Job Responsibilities : Technical
Provides L1 & L2 support for Domino related issues.
Performance tuning for domino servers.
Working on all server related crashes, hang issues, memory and space issues.
User account management on both Lotus notes (Creation, deletion, recertification, renaming).
Keeping a Check on disk space utilization. Allotted quotas for Specific Databases & mail files.
Notes Client Up gradation.
Holding primary responsibility for any escalation in messaging environment
Co-coordinating with various teams for project related activities.
Job Responsibilities : Operational
Deftly managing business operations Services while leading a 10 plus member team and serving as a single point of contact for Technical Helpdesk team.
Managing quality and SLA of all the calls.
Handling Major Incident Management Process across 12 domains and 100 plus customers.
Responsible for sharing daily weekly and monthly SLA dashboards and reports
Responsible for delivery of the Incident Management and problem management process by ensuring all Incident activities are managed according to the agreed process and ensuring SLAs are met, quality checking Incidents, identifying issues and start the recovery process.
Manage customer escalations and ensure expedite resolution of critical issues by planning and coordinating with appropriate revolver group.
Schedule and organize meetings with the Customer and management.
SLA configuration in tools for new CI along with tools team.
Responsible for Process adherence and quality of incident management.
Preparing and sharing the trend report, SLA Achievements and Process adherence.
Inter domain coordination for faster resolution of incidents.
Manage the team and produce high quality work, Continue to motivate team members to develop and improve skill levels.
Reporting progress of the program at regular intervals to the stakeholders.
Manage the communications with all stakeholders
Escalate the issues beyond control at appropriate time & ensure resolution at the earliest
Identify training needs for the team & ensure that trainings are carried out to meet the service requirements.
SLA Analytics : Target VS Performance analysis, Calculation of applicable Rewards and Penalties, Trend analysis. Reporting of Daily/Weekly/Monthly SLA Trends to stakeholders.
Co-coordinating SLA Audits : Providing Support data and sharing of Audit findings and initiating closure of non-conformance by agreed target time. Scheduling Month –by-Month audits, analysis of results/gaps. Work towards closure of Non-Compliances as per committed timelines.
Communication : Proactive communication and coordination with all Stakeholders/Team(s).
Ensure SLAs are met and improved with nil penalty, and SLM process compliance.
Ensure release of timely reporting of Performance reports & RCAs.
Ensure SLA Revision in-line with contract. SL Management & Process Adherence. Contract.
Review and closure of SLA Audit observation / issues. Service Improvement Plans.
Service Level Management Process : Review of SLA performance reports, Data Reporting and Service RCAs/ Missed RCAs for SLA Breaches.
Communication : Proactive communication and coordination with all Stakeholders/Team(s).
Monthly SLA Reporting, Reporting Central Ops Daily Dashboard.
I consider myself as a right candidate for the post. I hereby declare that the information furnished above is true to the best of my knowledge.