AAKRITI KUMARI

I am working for the Delivery Excellence team, in which I am responsible for process definition and continuous improvements in the Process Engineering Group; training and facilitation for process setup and monitoring implementation in the Delivery Assurance Group; metrics analysis, performance benchmarking, and management reporting in the Metrics Council; developing and enhancing tools for support delivery process automation in Delivery Excellence; and process training content development, as well as support for process training in the Process Competency Development Group.

Service Desk Analyst:

• Responsible for the effectiveness of the Incident Management process within the process boundaries.
• Ensures that service desk agents and service desk shift leads possess the necessary skills to handle the incidents reported.
• Validate requests to update knowledge articles and propose new KB articles to be published.
• Functional control of the incident management module in the service management tool.
• End-to-end accountable team for all the incidents, and ensuring the right assignment of tickets.
• Ensure communication to the end users for the incident initiation and resolution.
• Communicate with the end users for additional information (if required) for incident analysis and resolution.
• The service is provided for multiple regions across the globe, and support is ensured 24/5.

Roles and Responsibilities:

• Managing a team of 11 members as a project lead.
• Providing a solution to critical incidents when the team gets stuck.
• Managing daily and monthly reports of the resources related to the chats and calls handled by the team, and also providing reports for an incident fix.
• Running a daily huddle or team call for accurate processing and efficiencies.
• Calculating the stack ranking of the resources based on different parameters, and guiding to focus on the quality of work.
• Managing the shift schedule and leave plans of the resources.
• Grooming new team members and helping them understand the application.