SREEJESH VIJAYAN
Specialist - Service Management
Trivandrum
Summary
Experienced Service Manager at Allianz Technology, specializing in delivering exceptional contact center solutions to insurance sector clients. Leveraging a solid foundation including a CCNA certification and extensive ITIL expertise, I possess over nine years of hands-on experience in the IT industry. My skill set encompasses proficient management and support of service delivery processes, including escalation, provider management, SLA compliance, and performance optimization. I excel in driving transformative change, incident and problem management, and proficiently generate insightful management reports and conduct comprehensive customer reviews using a variety of service management and ticketing tools. With a strong focus on collaboration and effective communication, I analyze stakeholders' information needs and functional requirements to ensure seamless alignment. My passion lies in fostering continuous improvement and innovation within IT service management and contact center domains, consistently aligning initiatives with the company's overarching vision and values.
Overview
11
11
years of professional experience
10
10
years of post-secondary education
5
5
Certificates
Work History
Specialist - Service Management
Allianz Technology
1 2020 - Current
- Managing Customer Relations: Acting as the crucial liaison between the company and its clients, ensuring effective service management, meeting expectations, and maintaining standards.
- Escalation Process Support: Handling escalation processes to swiftly resolve critical issues and minimize disruptions.
- Acting as the escalation point for intricate customer concerns, demonstrating adept problem-solving skills, and resolving conflicts professionally.
- Provider Oversight: Efficiently managing operational provider relationships and aligning them with service objectives, standards, and performance criteria.
- SLA and Performance Oversight: Vigilantly monitoring, enforcing, and optimizing Service Level Agreements (SLAs) to consistently exceed performance targets.
- Change, Incident, and Problem Management: Leveraging extensive expertise in Change, Incident, and Problem Management (CPI) processes to facilitate efficient resolutions.
- Reporting and Analysis: Proficiently crafting insightful reports offering a comprehensive view of service performance for data-driven decision-making.
- Regularly presenting reports to senior management, including key metrics and improvement initiatives.
- Customer Feedback: Conducting regular customer reviews to gather valuable insights, strengthen client relationships, and address evolving needs.
- Continuous Service Enhancement: Monitoring service metrics, analyzing customer feedback, and proactively addressing improvement opportunities.
- Identifying and recommending enhancements, tools, or technologies to drive service improvement.
- Cross-Departmental Collaboration: Collaborating with other departments to develop and implement strategies aimed at enhancing customer satisfaction, improving service efficiency, and achieving business objectives.
- International Project Collaboration: Collaborating effectively on global projects, leveraging expertise to ensure their success.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Team Lead - Services
ARS Traffic & Transport Technology
10.2019 - 01.2020
- Technical Leadership and Mentorship: Provided guidance and mentorship to technical staff, implementing continuous on-the-job training to improve operational effectiveness and efficiency.
- Talent Development: Spearheaded the development of a talent pool and succession planning, conducted performance evaluations, and offered constructive feedback to foster individual growth.
- Coordinated Service Processes: Worked closely with Service Process Managers overseeing Incident Management, Request Management, Problem Management, Configuration Management, and Change Management.
- Process Workflow Optimization: Established efficient process workflows, diligently monitored team performance, oversaw resource allocation, and conducted capacity planning.
- Client Satisfaction Enhancement: Facilitated seamless collaboration among various departments to enhance client satisfaction by effectively addressing their unique requirements.
- Staffing and Recruitment Oversight: Took charge of staffing decisions, actively participated in recruitment efforts, and managed scheduling for operational teams.
- Team Management: Led and managed a 24/7 operational team, ensuring the successful execution of all ongoing projects.
Senior Service Analyst/Team Lead - Operations
ARS Traffic & Transport Technology
04.2018 - 09.2019
- Process and Procedure Enhancement: Evaluated existing team processes and procedures, driving improvements aligned with international standards.
- Problem Solving: Analyzed complex business scenarios, delivering innovative solutions to overcome challenges and ensure top-tier service delivery to clients.
- Service Process Coordination: Collaborated closely with Service Process Managers responsible for Incident Management, Request Management, Problem Management, Configuration Management, and Change Management.
- Process Workflow Definition: Defined streamlined process workflows, meticulously tracked team performance, managed resource deployment, and conducted capacity planning.
- Client Satisfaction: Orchestrated seamless coordination across various departments to maximize client satisfaction, addressing their unique needs effectively.
- Stakeholder Analysis: Assessed stakeholder needs, identified gaps, and defined capabilities to craft acceptable solutions for complex business problems.
- Staffing and Recruitment: Assumed responsibility for staffing decisions, actively contributing to recruitment activities, and managing schedules across operational teams.
- Team Administration: Led and administered a 24/7 working team, ensuring the successful execution of all live projects.
- Technical Leadership: Directed and mentored technical personnel, implementing continuous on-the-job training to enhance operational effectiveness and efficiency.
- Talent Management: Spearheaded talent pool development and succession planning, conducted performance appraisals, and provided constructive feedback for individual growth.
Service Analyst
ARS Traffic & Transport Technology
10.2015 - 03.2018
- Overseeing and maintaining the functionality of more than 10 operational services and projects across European countries.
- Conducting rigorous data quality checks to ensure the delivery of high-quality data to clients.
- Verifying field hardware installations and performing remote updates of hardware and software.
- Reconfiguring on-site hardware and settings, as necessary, to restore functionality.
- Playing a pivotal role as a member of the service analysis team, focusing on incident and problem management.
- Analyzing, troubleshooting, and resolving various issues that emerged in diverse projects.
- Identifying incidents, assessing their impact, and conducting thorough incident investigations and diagnoses.
- Proactively detecting potential problems and collaborating with cross-functional teams, such as development and QA, for resolution.
- Keeping business partners informed and providing progress updates until resolution is achieved.
- Escalating incidents and problems, as per established escalation policies.
- Managing incidents and utilizing a customized incident management tool for effective incident resolution.
- Conducting data analysis for various European projects, creating performance reports, and client presentations.
- Preparing analysis reports, trend analysis, and Quality Dashboards to illustrate project performance.
- Assessing project performance reports in terms of system quality and availability.
- Overseeing repair works conducted by service engineers and reporting them to the Installations Service team.
- Ensuring the successful achievement of Incident Management process goals, including restoring normal service promptly within defined SLAs.
- Actively participating in the detection, logging, categorization, and prioritization of incidents, and providing initial incident support.
- Resolving problems and issues within specified timelines, contributing to the development of a comprehensive knowledge base to prevent recurrence.
- Mentored junior team members in best practices for effective problem-solving techniques, improving their ability to address client concerns quickly.
Citizen Service Executive
CMC LTD
01.2014 - 01.2015
- Ensured Data Accuracy: Employed rigorous verification processes to guarantee the precision and correctness of all data.
- Maintenance of Reports: Regularly updated and managed process-related reports to ensure easy access and reference.
- Efficient Passport Processing: Oversaw citizen interactions to facilitate seamless passport processing services.
- Meticulous Records Management: Implemented meticulous procedures for organizing and managing passport records with precision.
- Provision of Information: Provided citizens with relevant and accurate information regarding passport inquiries.
- Coordination of Deliveries: Ensured the smooth coordination of passport file deliveries and token distribution.
- Guidance for Citizens: Offered assistance to citizens, helping them understand and navigate the passport application process from initiation to completion.
Education
Postgraduate Diploma in Business Administration - International Business
Symbiosis Centre For Distance Learning
Trivandrum 08.2021 - 10.2023
Master's Degree - Computer Applications
Sikkim Manipal University - Distance Education
Trivandrum 01.2014 - 08.2017
Bachelor of Science (B.Sc.) - Computer Science
EXTOL INSTITUTE OF MANAGEMENT & SCIENCE, BHOPAL
Bhopal 04.2010 - 04.2013
High School - Mathematics and Computer Science
HEMA HIGHER SECONDARY SCHOOL, BHOPAL
Bhopal 04.2009 - 05.2010
Skills
Service Delivery Management
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Malayalam
Beginner (A1)
Timeline
Postgraduate Diploma in Business Administration - International Business
Symbiosis Centre For Distance Learning
08.2021 - 10.2023
Team Lead - Services
ARS Traffic & Transport Technology
10.2019 - 01.2020
Senior Service Analyst/Team Lead - Operations
ARS Traffic & Transport Technology
04.2018 - 09.2019
Service Analyst
ARS Traffic & Transport Technology
10.2015 - 03.2018
Citizen Service Executive
CMC LTD
01.2014 - 01.2015
Master's Degree - Computer Applications
Sikkim Manipal University - Distance Education
01.2014 - 08.2017
Bachelor of Science (B.Sc.) - Computer Science
EXTOL INSTITUTE OF MANAGEMENT & SCIENCE, BHOPAL
04.2010 - 04.2013
High School - Mathematics and Computer Science
HEMA HIGHER SECONDARY SCHOOL, BHOPAL
04.2009 - 05.2010
Specialist - Service Management
Allianz Technology
1 2020 - Current
ITIL Foundation Certificate in IT Service Management
CCNA
Microsoft Certified: Azure Fundamentals
Co-Pilot Foundations
PowerBI
Certification
ITIL Foundation Certificate in IT Service Management
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