IBM Global Services
·Assisting the Service Delivery Manager for the smooth functioning of support & services also handling responsibility like analyzing market strategies for West & South region.
·Communicating and effectively managing customer's expectations at all levels of the organization
·Creating strong synergies within the area teams, along with being an active participant in the Global Escalation Team and community in which they reside, which are important functions of the position.
·Assisting supervisors for developing & implementing streamlining policies in operations.
·Maintaining the satisfaction ratio through superior customer support, effective & prompt communication and follow-up on all pending matters with the service providers for customers till closures.
·Engaging proactively to meet SLA's, organizational goals and metrics.
·Understanding the technical problem and its impact on the customers business, as well as the customer's support level as it relates to the escalation deliverables.
·Coordinating with the Service Providers for the Daily Service & SLA Reports, Closure Updates, Survey Reports, Parts Report, escalations (Laptop’s & Desktop’s) etc.
·Preparing MOM for all meeting conducted for the Customers & Service Partner’s.
·Handling a team of 30+ Engineers along with 25 Service Partner’s.
·Managing and resolving all level of escalations based on handling projects.
·Managing/Monitoring all other activities (Daily Activity Tracker Sheet, Attendances etc.)
·Review of Daily/Weekly & Monthly Reports.
·Organize Weekly/Monthly Team Meeting.
·Monthly review meeting with Customer.
·Coordinating with the Help Desk Team for logging the call against the damaged part.
·Managing and resolving all the escalations on projects related to Vendor’s.
·Continuous follow-ups till the closure of tickets for meeting the SLA’s.
·Vendor Management: - Conducting calls with the vendors twice a week for getting the status of the project, Consumer, Commercial and Escalation’s.
·Asset Management: - Maintaining the list of Hardware Assets and their Inventory within the business environment for the deputed client.
·Incident Management: - Coordinate between multiple support teams and with vendors to delivery incident resolution. Validate the impact on the incident and update customer on the further action. Take ownership of Incident Management for High Severity Incident and perform necessary actions as documented. Validate the Incident Report for the appropriate update and ensure that the RCA is delivered as required.