Anil Mampilli
IT Services
Chennai
Summary
To strive, learn and excel in all the endeavors taken up by me and to do so with hard work, smart work sincerity and integrity, where along with the growth of the company, I would stand an equal chance of my growth in the company hierarchy.
Overview
31
31
years of professional experience
3
3
Certifications
Work History
Change Manager (Global Internal Services)
NTT Data Services
11.2020 - 03.2025
- Deliver daily change closure report to leadership
- Obtain RCA and CAPA for all failed changes from implementers and upload on SharePoint weekly.
- Conduct daily follow-up on all normal and expedited changes to verify compliance with required parameters for inclusion in CAB report for approval
- Circulate weekly Global Internal Services CAB report
- Manage and respond to emails in group's shared mailbox within designated timeframe
- Distribute regular communication emails obtained from group's shared mailbox to all stakeholders.
- Deliver weekly CAB report for Virtual Private Cloud account.
- Distribute weekly Incident and Work Order report for SunCoke account.
Service Manager (Jabil Circuit Inc)
NTT Data Services
10.2019 - 11.2020
- Host the Tri-weekly OPS call where the daily incident aging and request aging reports, daily P1/P2 incidents, daily incident report and changes pending approval and scheduled for the week are discussed.
- Follow up aging incidents and requests till closure daily.
- Send out the daily operational status report which includes the daily P1/P2 report and backup status report.
- Send out the weekly P1/P2 report.
- Ensure that there are no incidents or tasks pending in the Service Management queue and assign them to the respective technical teams if required.
- Ensure that changes are reviewed after validating the change checklist and mails are sent out to the approvers to approve the change.
- Attend the daily all hands call.
- Submit onboarding and offboarding requests.
- Check the daily CTASK report and close them after review to ensure that changes were completed within the change window.
- Prepare the weekly MTTR incident report and discuss with the technical teams for spike in incidents.
- Attend the SMOC bridge calls when required and provide inputs.
- Ensure that all mails in the Service Management mailbox are answered in a timely manner.
- Provide on-call support 24/7.
Quality and Standards Analyst (ThermoFisher Service desk)
NTT Data Services
06.2016 - 08.2019
- Proposing and executing process enhancements.
- Managed escalations from clients, implementing corrective actions or delivering feedback as necessary
- Evaluating and reporting quality scores of desk, pinpointing areas for enhancement and implementing actions to elevate performance.
- Empowering analysts with essential skills to deliver outstanding customer service through identifying areas for improvement and offering targeted coaching and training
- Ensured quality of calls, e-mails, and chats processed by Service Desk.
- Facilitating one-on-one and feedback sessions with analysts to identify challenges encountered in daily tasks and providing support for resolution
- Conduct RCA on L1 resolvable failures and deliver insights to L1 analysts.
- Conduct regular call clinics featuring playback and analysis of recorded calls to identify strategies for enhancing customer experience.
- Distribute weekly flyers emphasizing customer satisfaction and process enhancements.
- Participate in monthly quality calibration call
- Facilitated client interactions through Technical Bridge calls and Business discussions. Managed knowledge documentation to enhance information accessibility. Oversaw change management processes to ensure smooth transitions. Conducted scope Root Cause Analysis (RCA) to identify and resolve issues.
- Participate in weekly CIP call to strategize enhancements for CE, AHT, and FCR.
Quality and Standards Analyst (AXA US Service desk)
NTT Data Services
08.2013 - 06.2016
- Proposing and executing process enhancements
- Managed escalations from clients while implementing corrective actions or delivering feedback as necessary
- Evaluating and documenting quality scores of desk, pinpointing improvement areas and implementing actions to enhance performance.
- Empowering analysts with essential skills to deliver exceptional customer service through assessment of improvement areas and provision of targeted coaching and training.
- Ensured quality of calls, e-mails, and chats handled by Service Desk.
- Facilitating one-on-one feedback sessions with analysts to identify challenges encountered in daily tasks and supporting resolution efforts
- Conduct RCA on L1 resolvable failures and deliver insights to L1 analysts.
- Facilitate regular call clinics featuring recorded calls for discussion and analysis aimed at enhancing customer experience
- Distribute weekly flyers emphasizing customer satisfaction and process enhancements
- Participate in monthly quality calibration call.
- Facilitated client interactions through Technical Bridge calls and business discussions. Engaged in change management initiatives to enhance operational efficiency. Contributed to knowledge management efforts by documenting best practices. Conducted root cause analysis for scope-related issues to drive improvements.
- Participate in weekly CIP call to strategize enhancements for CE, AHT, and FCR.
Advanced Resolution Expert (AXA IT Helpdesk)
Dell International Pvt. Ltd
06.2006 - 07.2013
- Deliver first and second level technical support to AXA employees.
- Maintain Service Levels of tickets consistently
- Verify functionality of all tools and applications
- Achieving business assigned targets.
- Monitor ageing tickets for team members during absences.
- Facilitates support for team members during tech lead absence
Technical Support Expert (EMEA Technical Support – Early Life Support)
Dell International Pvt. Ltd
05.2005 - 06.2006
- Deliver 1st Level technical assistance for basic operational and maintenance tasks on personal computers and peripherals using established procedures and tools.
- Stay informed and current on Dell’s products, service offerings, industry innovations, and technologies.
- Diagnose and pinpoint defective products while issuing service calls per established guidelines.
Team Member
AXA Business Services
03.2003 - 04.2005
- Contributed to team of 45 claims negotiators for pilot inbound voice project
- Processed new motor claims via live calls, faxes, and scanned documents.
- Managed existing claims, pursuing Approved Repairer for accident repairs and maintaining diaries to ensure prompt settlement of claims.
- Assigned to Pune for a duration of 6 months to transition IMU team to Pune unit
- Coached new recruits through call evaluations and constructive feedback. Managed supervisor calls while distributing daily tasks to team members. Ensured completion of assigned work by all team members each day.
- Earned Star Team Award on two occasions for exemplary performance within AXA Business Services Pvt. Ltd
Major Accounts Manager
Sattva Open Systems Pvt. Ltd
07.2000 - 02.2003
- Coordinated interactions with key accounts such as RPG, L&T, Sundaram Infotech, Scientific Publishing Services, and Lapiz Digital Services
- Acquired key accounts including IOCL, BPCL, and HPCL
- Managed overall operations of computer showroom specializing in HP and Compaq products, including coordination of promotional activities.
Senior Sales Executive
P.V. George Tharakan & Co
07.1994 - 01.2000
- Responsible for overall running of the branch office including handling customs clearance of imported goods at the Madras Port and Air Cargo Complex.
- Responsible for generating new business.
Education
10th STD -
Don Bosco
12th STD - undefined
St. Michael’s Academy
B.Com - undefined
Madras University
Skills
Effective verbal communication
Certification
ITIL V4 certified
Personal Details
Date of Birth: 03-01-1973 Sex: Male Marital Status: Married Father’s Name: Lt. Col. M.P. George (Late) I hereby declare that the information provided here is true to the best of my knowledge. Date: 31st December, 2024 Place: Bangalore Sincerely, Anil Mampilli
Timeline
Change Manager (Global Internal Services)
NTT Data Services
11.2020 - 03.2025
Service Manager (Jabil Circuit Inc)
NTT Data Services
10.2019 - 11.2020
Quality and Standards Analyst (ThermoFisher Service desk)
NTT Data Services
06.2016 - 08.2019
Quality and Standards Analyst (AXA US Service desk)
NTT Data Services
08.2013 - 06.2016
Advanced Resolution Expert (AXA IT Helpdesk)
Dell International Pvt. Ltd
06.2006 - 07.2013
Technical Support Expert (EMEA Technical Support – Early Life Support)
Dell International Pvt. Ltd
05.2005 - 06.2006
Team Member
AXA Business Services
03.2003 - 04.2005
Major Accounts Manager
Sattva Open Systems Pvt. Ltd
07.2000 - 02.2003
Senior Sales Executive
P.V. George Tharakan & Co
07.1994 - 01.2000
12th STD - undefined
St. Michael’s Academy
B.Com - undefined
Madras University
10th STD -
Don Bosco