Anitha Y

• Monitor 1st Level Services closely and manage any emerging events.
• Monitor Resource and Service Performance actively.
• Customer Complaint Trends and manage 1st Level Incidents.
• Efficiently escalate and manage security incidents.
• Track the progress of incident resolution and employ functional escalation methods where necessary.
• Initiate proactive Problem Management.
• Provide corrective maintenance and execute support for Field Maintenance.
• Ensure Remote Site Access Control and manage a one-off Logical Access Control.
• Execute legal requests at the 1st Level.
Trace emergency calls and manage right of way handling.
• Conduct proactive 1st Level Assurance Support activities.
• Monitor customer experiences and performance assessments based on specific use cases.

• Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
• Developed strategies to increase team productivity and improve customer service levels.
• Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
• Trained new staff in relevant processes and procedures.
• Resolved escalated customer complaints or queries promptly and efficiently.
• Ensured compliance with company policies and procedures throughout the team.
• Monitored team performance against targets, taking corrective action where necessary.
• Supported the manager in developing plans for future projects, initiatives and objectives.
• Coordinated resources across multiple teams to achieve project goals within budget constraints.
• Collaborated with other departments to develop effective solutions that meet customer needs.