Business Head

• Jan 2018 - Present

National Head - Service Assurance

• Apr 2011 - Present

 Lead a team of 5 middle level resources who manage approx 350 engineers PAN INDIA and accountable for their performance as per the Client metrics, CSAT and Internal metrics, Productivity, Average Handle time etc.  Handling Seven key customer accounts and responsible for performance and contract renewal. Handling customer escalations and providing appropriate solutions in time.. Measuring the availability and performance of resources, with the end goal of identifying and resolving problems before they are experienced by Customers and impact the business. Forging alliance with OEM for procurement, Post sales support and training our team on new technology. Handling supplier management and involving supplier evaluation, Contract Negotiations, Performance reviews, renewals and termination Handling TRC (Technical Repair Center) and responsible for the TAT for spare replenishment, Quality inspection and resource alignment.Attending service review meetings with customers, creating service improvement plan and strive the team to meet our SLA commitment.Handling asset management. Recording, reporting and verifying the service assets.Involving the skill assessment of resources and conducting induction programs whenever required. Handling in business development, sending commercial offers, budgetary, negotiation, and finalization of new accounts. Analyzing RFP’s and sending advisories to the internal operations team to expand the capability according to the Scope of work to acquire new accountsAcquiring new customers, achieving Target and contributing the revenue of the company.Maintaining good business relationship with existing customers, assuring the service continuation and acquiring new assignments.Driving project teams and responsible for planning, implementation, resource allocation and completion within the dead line. Show less

Regional Service Delivery Manager

• May 2009 - Apr 2011

 Lead a team of 54 members and accountable for their performance as per the Client metrics, CSAT and Internal metrics, Productivity, Average Handle time etc.  Responsible for creating, updating procedure & process documents in knowledge repository for my primary accounts as agreed with the customer.  Interacting and building mutual relationship with service providers and conducting a review meeting on fortnightly and monthly basis. Responsible in handling Service Delivery components for Service Level Management, Capacity Management, Service Continuity, and Availability Management. Interact with customers and Service providers on a regular basis and act as a SPOC between the two. Prepare analysis reports, Performance reports and present to System integrators and internal management. Handling 4 Service desks across Karnataka and involving all the service operation processes. Managing Incidents in first, second and third line effectively and handling first level escalations. Contributing the reduction of impact in business operations by assisting service desk to create incident model to handle particular type of incidents. Ensured that the Incident record is fully updated prior to Problem Management hand over. Interacting with problem management team to identify the workaround and record RCA for recurring incidents. Sending out advisories on high impacting incidents to customer groups & internal top management. Attend scheduled (daily/weekly/monthly) meetings & calls with customers to provide respective account information and discuss any changes (updates) to the existing processes & procedures. Closely monitor accounts during critical periods like quarter end change freezes and on emergency changes and high impacting incidents. Ensuring all service level metrics is met or exceeded indicating sufficient levels of service for customers and work towards reduced MTTR (Mean Time To Recover). Training project team on customer accounts. Show less

Key Account Manager

• Jun 2006 - Jun 2009

 Providing Warranty/AMC support for leased line modems and skill support for more than 100 customers across the country on behalf of Wipro Infotech. Lead a team of 4 members and accountable for overall service operations and CSAT. Ensuring all the incidents are responded by Service Desk in time and ensure the closure of incident with reduced MTTR (Mean time to recover) Analyzing recurring faults in the hardware and reporting to product team. Maintaining assets, spare planning depends on the mode of failure for each account & monitoring movement of spares.  Involving the logistics operations and monitoring the movement of spares from one location to another depends on the requirement. Ensuring the defective materials returned to stores in time and responsible for smooth reverse logistics operations. A member of supplier management and Interacting with suppliers and responsible for maintaining contracts & Supplier data base. Preparing incident management report and conducting review on daily basis. Interacting with problem management team and suppliers on the recurring faults in the hardware to identify the work around and ensure the RCA recorded pertaining to all problems. Preparing MIS reports for ISO20000 audit. Attend customer meeting with wipro officials and contributing the assessment of Service delivery. Maintaining FESR’s (Field Engineer Service Report) and ensure the field engineers observation about the site conditions taken up with customer and service provider appropriately. Involving product selection and procurement. Maintaining CMDB with break up of customer & Hardware and ensure the changes are updated in time. Handling customer escalation in first level and contributing the reduction of business impact. Worked with applications Interact V2 and Genie CRM. Show less

Customer Support Engineer

• Jun 2004 - May 2006

 Monitoring and troubleshooting Network problems. Installation and basic Configurations in Cisco routers & Switches. Providing technical Support, maintenance and troubleshooting of leased line, ISDN, MPLS Networks Monitoring router status and network traffic. Responsible to maintaining 99% network uptime. Generating daily, weekly and monthly network uptime reports and presentations. Maintenance of ISDN bills on monthly basis Generating Customized reports like Bandwidth utilization, Leased line uptime, ISDN utilization on daily and Monthly basis Conducting Preventive Maintenance activity in client server room’s quarterly basis.  Coordinating with Service providers for Implementing leased lines within stipulated time period. Analyzing the repeated failures in customer networks and interacting with Service providers for permanent solution. Worked in 24/7*365 support environment and immediate presence on the customer sites for critical issues at anytime. Show less