Head Client Relations

• May 2023 - Present

Assistant Manager Client Relations

• Nov 2021 - Mar 2023

Human Resources Team Lead

• Sep 2017 - Oct 2021

Handling IT recruitments & HR Operations Handling IT recruitments & HR Operations

Human Resource Assistant Manager- SME / Incident Manager

• May 2016 - May 2017

Designation: Human Resource Assistant SME  Understanding the Client’s requirement and job opportunity in Service Management Good experience in hiring for Service management (incident, Change and Problem Management) as per ITIL standards. Obtaining client’s consensus on position's scope and responsibilities, compensation and package Developing a search plan. Identifying candidates from various sources like Internal Portal,, searches and posting on Job Portals like www.naukri.com, www.jobsahead.com, www.likendin.com, www.jobstreet.com, www.monsterindia.com database searches, network of contacts. Encouraging the employees to Refer friends and Relatives using internal Referral Portal Narrowing down the list of candidates / preparing background profiles / reviewing profiles with the client and taking regular feedback. Short listing the candidates and ensures skill set matches with the Client’s requirement. Closing the required position within the deadlines. Taking necessary action when an employee violates any Company’s policies Issuing warning letter and documenting the same in the employee’s File which can be reviewed at the time of appraisals. Ensure Employee Confirmation process to be done within timelines. Issuance of Relieving and Experience Letter. Designation: Incident Manager Handling multiple accounts (Miller Coors, CPG, Southwest Airlines ) for the Major P1 Incidents. Chairing the Bridge call for the escalated issue Manager and drive third parties to the quick resolution of incident. Sending P1 report to Problem Management team for RCA Ensure the SLA’s in place for avoiding escalations. Reviewing and updating process documentation. SPOC for the accounts & being of transiting the account Working closely with the Problem Management team to help them in RCA for all the P1 issue Continually reviewing engagement within the recovery and identify any additional support teams, Show less

Human Resource Assistant Manager- SME

• May 2016 - May 2017

Consultant at SAP

• Aug 2015 - May 2016

Designation: Incident / Change Lead  Documented root cause (or the decision that such could not be found) and the documented workaround.  Communicating progress of problems to relevant parties  Creation of Problem Tickets for all the Repetitive Incidents  Escalating issues for resolution, to avoid reoccurrence or close problem.  Viewing of all the change request (RFC's) and get the approval for the same  Review approval regarding the priority of the change  Issuing of agenda and circulating to all CAB members in advance of meeting.  Updates the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality  Reviewing and updating process documentation.  Ensuring that key support information such as emergency contact lists is kept up to date. Designation: Incident Manager  Handling multiple accounts (Miller Coors, CPG, Southwest Airlines and Celestica) for the Major P1 Incidents.  Chairing the Bridge call for the escalated issue to the quick resolution of incident.  Sending P1 report to Problem Management team for RCA  Ensure the SLA’s in place for avoiding escalations.  Reviewing and updating process documentation.  SPOC for the accounts & being of transiting the account  Ensuring that key support information such as emergency contact lists is kept up to date  Handling Daily calls with the Client & Technical team to ensure no Gaps.  Working closely with the Problem Management team to help them in RCA for all the P1 issue  Continually reviewing engagement within the recovery and identify any additional support teams, individuals or third parties who could add value or those that can be stood down Show less

Sr. Project Coordinator

• Mar 2011 - Aug 2012

• The main objective is to analyze the problem or request of the user received in mail/CSC Tools and document that in form of ticket and moving it to the next level depending upon the nature of the problem within a time bound Service Level Agreement as per ITIL framework. • Identify nature of incidents based upon reported symptoms and categorization rules supplied by provider groups • Prioritize incidents based upon impact to the users and SLA guidelines • Responsible for incident closure • Delegates responsibility by assigning incidents to the appropriate provider group for resolution based upon the categorization rules • Performs post-resolution customer review to ensure that all work services are functioning properly and all incident documentation is complete • Prepare reports showing statistics of Incidents resolved / unresolved • Categorize and prioritize incidents. • Respond quickly to end user problems and queries • Track incidents • Initiate the Emergency Change process • Support day-to-day operations • Attending Daily Service Review calls for consistent monitoring of quality of the tickets creation and assigned by WFM to the technicians make sure SLA’s are met. Updating management regarding the SLA of the work being performed by everyone to the management and provide a proper report regarding the same. • Certified ITIL V3 foundation • Apply a structured change management approach and methodology for the people side change caused by projects and change efforts. Show less

Project Coordinator

• Jun 2007 - Dec 2010

WNS Global Pvt Ltd : June 2007-Dec-2010 Designation: Project Coordinator Client Name: DuPont  Respond quickly to end user problems and queries  Maintaining knowledge base of company's project operations and strategies.  Monitoring and updating the teams about the work plans.  Report preparation and presentation to senior managers.  Respond quickly to end user problems and queries  Support day-to-day operations. WNS Global Pvt Ltd : June 2007-Dec-2010 Designation: Project Coordinator Client Name: DuPont  Respond quickly to end user problems and queries  Maintaining knowledge base of company's project operations and strategies.  Monitoring and updating the teams about the work plans.  Report preparation and presentation to senior managers.  Respond quickly to end user problems and queries  Support day-to-day operations.