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This is a support project and I am heading Operations to ensure all client requirements are addressed on time.
Achieved 90% SLA targets and kept the bar high always. No Single escalations related to support in last 2 years. Owned the entire support unit to help client solution team to
concentrate on upgrades. Defined new procedures in order to achieve CSI & customer
delight. Owned Hyper-care and vendor coordination activities for client
which eased the pressure of post release support at client end.
Contribution to growth
After success story of HPSM support team in last two years client awarded business for SAP and Sharepoint support to MSAT.
Adherence to Budgets :
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Initiative taken Value to customer
Problem Management Enabled root cause identification and resolution of unresolved issues.
Hyper-care (Post release priority) support
Enabled confidence in team and client support units to move on with complex releases
Priority Incident process definition and resolution.
Defined the new process on priority issue resolution and ensured the team is following the process while there is a critical situation
Ticket Audits and Quality Check
This helped to raise the bar of quality ticket resolution and communication.
Innovation / New Service Offerings / Game Changing Initiatives
Customer Connect
BUSINESS: Contributions to RevenueBusiness Performance
I am the single point of contact for all HPSM support activities in project.
Have direct communication channels established with various other client side support units like Infra, DB, GNOC etc in order to smooth coordination of support activities.
SELF: How you created more visibility for yourself (Internally & Externally)
Recently I am given responsibility to work on policies for Strategic alliance with other few team members. Which will surely enable me to be more visible externally and provide strategic partnership to the organization
Completed VMWARE certification.
Pursuing MBA with Project Management and Information Systems as major subjects.
Passed MSAT Cloud certification.
Learning Cloud computing which I think is the next buzz in IT business.
Self Development Activities (Learning, Knowledge Sharing Sessions, Certifications, etc)
3 reasons why additional responsibilities can be assigned to you
1. I am a better team manager, in last 2 year there is no attrition from my team.
2. With vast experience on infrastructure operations domain and now 2 years with service organization handling a tough customer I believe I am ready to put my best foot forward.
3. Trained on PMP and Enterprise architecture technologies enables me to explore more in domain where I can prove my selection for the higher role is right choice.
3 things you will do differently, going forward
1. Setting expectation is the key to success, I will ensure I set correct expectations in each transitions and ensure I am committed to those.
2. I am recently on-boarded on Strategic Alliance team. I am sure I can make difference in the way alliance business was done in past.
3. I feel there is always a missing links of communications between internal and external teams, I would like to build a open communication platform and feedback mechanism both internal and external.
2 instances where you did not achieve the desired result (in the last 12 months)
1. I wanted to complete PMP certification in 2012-13 but couldn’t.
Learning from the above
Need to concentrate more and plan my available time in more productive tasks.