Atoka V Zhimomi
Service Delivery Manager
Bangalore
Summary
A dynamic professional with 9.5 years of rich experience in Service Delivery Operation, possess excellent Interpersonal, Communication and Organizational skills with proven abilities of working in a cohesive team, possess excellent Customer Relationship Management Skills, Keen Customer Centric Orientation and abikity to interact effectively with personnel at all levels. Well experienced in people management. Hands on experience with CSI projects. Accomplished Service Management Professional skilled in building high-performing operational teams. Leads by example to motivate and engage driven staff for continued KPI achievement. Plans strategically to meet business budget, performance and quality goals.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Service Delivery Manager
DXC Technology
Bangalore
09.2018 - Current
- Establish and run Delivery Processes
- Supervise Staff
- Manage SLA and KPI
- Run Automation and Innovation Projects.
- Build Partnership
- Manage people related issues in the team
- Run CIPs for process and quality improvement
- Resource Management
- Performance Management
- Manage Customer Escalations
- Manage Training and Career Developments for Team members
Technical Team Leader
DXC Technology
Bangalore
12.2014 - 09.2018
- Making significant contributions to the overall success of the technology group and responsible for the Incident Management delivery for the tower
- Coordinate, communicate and implement incident resolutions from support groups, vendor and end users defined by Incident Management
- Acts as a first point of contact for sup calls and escalated tickets
- Identified as the single point of contact during different shifts required in the delivery model
- Responsible for day to day performance of Service Desk Agent
- Responsible for process adherence of all team members
- Responsible for SLA and KPI management, knowledge management, problem management and change management
- Ensure that all of their staff understand the policies in the Quality Management System and how it is implemented and maintained
- Maintain up-to-date documents such as procedures, work instructions, plans and manuals
- Ensure work coverage and deliver Client Service Level Agreements by handling call/tickets/requests/emails/chats on a day to day basis as needed
- Responsible in highlighting any operational gaps and opportunities through root cause analysis which can be used for service improvements
- Facilitator of Knowledge Transfer and change management for both process and technical updates
- Deliver world class customer service by being responsive to clients' needs utilizing the principles of TCE&Q
- Responsible for Problem Management (root-cause-analysis, problem solving, trending and recommendations for permanent fixes)
- Identify, analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit
Subject Matter Expert
HP Enterprise
Bangalore
05.2012 - 12.2014
- Active participation in the Transition and Knowledge Transfer
- Knowledge Base Content writing providing operations, global & support delivery teams with precise data-backed suggestions on processes
- Participated in the Open volume project identifying trends affecting the business, and articulate implications to upper management
- Lead the onsite shift left project
- Weekly customer calls for CSAT/DSAT, complaints and process related issues
- CSAT/DSAT and complaint analysis
- Team responsibilities included constructively reviewing and challenging the current practices in driving initiatives
- Incident and Service request management
- Responsible for process related transition from HPSM to Service Now ticketing tool
Technical Support Engineer
HP Global Soft
Bangalore
08.2010 - 05.2012
- Accountable for providing voice based Technical solutions and troubleshooting.
- Handled email support
- Handled Chat support
- Troubleshooting Win7 and Win 10 related issues.
Technical Support Representative
HCL Technologies
Bangalore
08.2008 - 08.2010
- Booking audio conference for users
- Managing audio conference for the user
- Troubleshoot audio conference access related issues
- Troubleshoot audio conference technical issues
- Work on Remedy ticketing tool
Education
Bachelor of Arts - English
St Josephs College Jakhama
Nagaland 01.2000 - 03.2005
Skills
Great communication skills
Certification
ITIL V 3 Foundation
Timeline
DXC Kaizen Chamption Certified
06-2019
Service Delivery Manager
DXC Technology
09.2018 - Current
ITIL V 3 Foundation
04-2015
Technical Team Leader
DXC Technology
12.2014 - 09.2018
Subject Matter Expert
HP Enterprise
05.2012 - 12.2014
Technical Support Engineer
HP Global Soft
08.2010 - 05.2012
Technical Support Representative
HCL Technologies
08.2008 - 08.2010
Bachelor of Arts - English
St Josephs College Jakhama
01.2000 - 03.2005
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