Gurugram, Haryana, India
Specialist in leading Outsourced or Captive businesses workforce spanning diverse cultures across varied domains like Managed IT Services, Healthcare, Customer Service and Tech Support operations.
Directly responsible for the Client/Server Production Support, Desktop Support and Support Desk departments with a diverse verticals. Responsible for Consumer Sales for Tech Support, Shop Products and related Services. Own the P&L & responsible for all operating and capital budgets for these departments. Utilize over 10 years of technical experience and proficiency to improve operational methods, expanding production and cost-effectiveness. Oversight of complex, multi-site client/server and network operations center. Implementation of key ITIL standard disciplines including change and configuration management, service level management and availability management, among others. Keep current with new technologies to recommend future system growth and improvements. Allocation of appropriate resources to ensure that projects were completed within committed time, budget and were integrated with other network projects. Relationship management across engagements with internal/external stake holders
Overall management of operational running of outsourced technical support calls & assist in the management of the support contract. Own the project revenue contribution to the BU. Work closely with the AVP & BD on RFP’s & RFI’s Analyze and present daily, weekly and monthly metrics and derive performance improvement measures. Own KPIs for the Project. Conduct regular one-to-ones to ensure honest and timely feedback on performance of team members on an ongoing basis. Write, present and compile business process documentation Analyzing & developing staff productivity in call handling & resolution of calls Ability to produce call center reports using a mixture of in-house tools (MS Office, Avaya CMS, etc...) Participate in conference calls with the client and management staff. Staff management, coaching & recruitment.
Responsible for overseeing the technical support desk for leading computer OEM. Span responsibility for 150+ FTEs. The engagement required to plan & execute in line with the process requirements upholding IBM Values achieving process KPIs. Analyze and present daily, weekly and monthly metrics and derive performance improvement measures. Organizing training classes and making techs familiar with the client updates. Participate in conference calls with the client and management staff