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Work experience

Jul 2016Present

Service Delivery Analyst

Microland Limited
Shift manager for all the technical teams in the project. Responsible for allocation of work with advice, where I'm required to set work objectives as per the standard operational procedure and manage performance of the team. Incident Management: To act as the first point for contact for all high priority incidents and drive it till resolution meeting Key SLAs and Metrics both operations and Quality. To effectively access the impact and conduct bridge calls with relevant resolver groups/ support teams and users. To work in liaison with various technical/resolver groups across various geographies round the clock through the entire lifecycle of the high priority incident and take suitable steps for a speedy resolution. Service delivery analyst: Successful service delivery - Ensure 98% SLA achieved with high level of clients satisfaction. Working within the operational teams to identify and manage service improvement activities that are very rational and task-oriented. Building service reports like Ticket in-flows, closed/ open tickets, provisioning, Alerts strategy in the tool, Team highlights and MBR (monthly business reviews). Foremost focus on change implementations (RTR). Attend client service meetings to present performance reports.

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