Abhilash Ramesh

Key Responsibilities:

• Team Management: Mentor and coach team members to ensure skill development and capability enhancement. Manage level 2 (L2) support engineers and analysts by providing daily task assignments, prioritization, and direction.
• Incident Management: End-to-end ownership of assigned incidents, managing them to resolution. Provide a root cause analysis of incidents, and document known issues, potential workarounds, and mitigation steps.
• Process Improvement: Implement process improvements to enhance application performance, efficiency, and effectiveness. Develop and maintain Standard Operating Procedures (SOPs) and 'run book' documentation for operational continuity.
• Vendor Management: Liaise with vendors to coordinate support activities, ensuring adherence to Service Level Agreements (SLAs).
• Disaster Recovery: Plan and execute Disaster Recovery (DR) drills for business applications to ensure business continuity.
• Collaboration: Collaborate with cross-functional teams, including development, infrastructure, and end users, to resolve issues and implement solutions.
• Documentation and Reporting: Maintain detailed documentation of supported applications, and submit reports on incident trends and resolution metrics.
• Compliance and Risk Management: Participate in risk assessment and compliance processes, ensuring adherence to IT standards and policies.

Key Responsibilities:

• Process Development and Implementation: Develop, implement, and manage operations processes and systems to ensure efficiency and effectiveness.
• Day-to-Day Operations Management: Manage and ensure the smooth day-to-day operations of business-critical workflows.
• Specifications and Guidelines: Develop specifications and guidelines for operational processes.
• Escalation Resolution: Resolve escalations, and address operational issues promptly.
• Team Leadership: Lead, motivate, and support a team in a demanding environment, including providing career development plans, and resolving issues efficiently.
• Collaboration: Collaborate with cross-functional teams to enhance proprietary tools and systems.
• Compliance: Work closely with legal and safety departments to maintain compliance with regulations.
• Budgeting and Financial Management: Conduct budget reviews, and present cost plans to upper management.
• Quality Assurance: Develop, implement, and maintain quality assurance protocols.

Project and Assignment Description.

• Worked on deal movement (WeWork office) project.

• Worked with the TFO team to validate the BOM and financial summary.

• Interacted with multiple stakeholders to follow up and track the completions.

• Worked on a special project to activate 30K JIO numbers for COVID emergency.

• Working on the global footprint register, DCSO website, MORs, and S&OP.

• GRH and Power BI automation for S&OP.

• Working on the AO deck, city guide data, and capital tracking.

Project and Assignment Description.

• Worked on MME to forecast the headcount for BLR and HYD.

• Worked on the invoicing and headcount management for clients.

• Monthly headcount reconciliation with clients and leadership.

• Setting up client IDs for the new joiners.

• Hiring/conducting interviews for new ramps.

• Maintaining CDPs and NDAs for regular audits.

• Exit/roll-off formalities from the project.

Project and Assignment Description.

• Worked with UBER (ATG), which manages Artificial Intelligence and Machine Learning.
• As an operations lead, managed a team of 40 resources.
• Coached and helped the team members perform better and achieve their metrics.
• Also, I helped the new joiners to come up with their learning curve.

Project and Assignment Description.

• Daily audits of multiple queues.
• Providing verbal and documented feedback to the associates.
• Floor support for the new associates.
• Implemented RCA as part of the QC team activities.
• Prepared and presented periodic quality dashboards to the contract leads.
• SPOC for internal and external calibration activities.
• Fortnightly meeting with all stakeholders to discuss process improvements, projects, and achievements: successfully completed streamlining in terms of auditing and quality reporting.
• Met all the auditing and reporting metrics.
• Successfully catered to all requirements from the Operations in terms of quality.
• Standardization projects that reduced 10% of the errors for the Non-Voice team.
• Submitted cost-saving idea worth $7,500 a year. Received an award for contributing to a process improvement idea.

Project & Assignment Description

• Joined BSS-SC-AL and worked on multiple learning clients, like CITRIX, LEVIS, John Deere University, CIBC, and AVAYA.
• Worked on different LMS platforms, like SumTotal, Click2Learn, and Docent.
• Successful training was provided to all new joiners on the different platforms and clients.
• Co-ordinate with the SCCL's and operations in the decommissioning process of LEVIS and CIBC clients.
• Successfully received KT on the SABA platform, which moved from Sum Total.
• Worked on daily flash, MOR, KRIO, and SLA/KPI reports.
• Received Summit awards in July FY'12 for handling multiple clients without an SME or TL, and achieving all the clients' SLAs.
• Received BSS Bangalore Shining Star in February 2013 for taking extra responsibility and getting cross-trained on different learning clients.

Project and Assignment Description:

• Worked with Capital One in handling the credit card issues.
• Moved off calls as an acting SME, and assisted other agents with the process and escalation calls. Awarded as a star performer.
• I got cross-trained in the pilot batch on different processes (Cricket Communications). I successfully handled queries related to broadband and wireless phones.