Bharti Choudhary

• Main Responsibility is to interact with the business team, understand the SLA and supervise the service team to support and maintain the infrastructure.
• Ensure service delivery execution.
• Oversee and guide all the activities of the service desk team.
• Run the service desk, ensuring it meets business needs and provides demonstrable value for money
• Coordinates & Maintain SLA & KPIs through interaction with the business team.
• Take ownership of major incidents to ensuring coordination of resolving parties, effective communication to the stages of incident review.
• Task force services & support in project and developing a strong understanding of projects, collaborating with all the resolving parties to ensure service impact is minimized and agreed.
• Monitor & Identifies issues, analyzed information and client complaints, and provide solutions to problems.
• Develop problem management and service improvement plans.
• Coordinating, implementing, and managing the delivery of services to key customers.
• Maintaining customer relationships.
• Lead service communication both within the team and with customers.
• Using the latest service management tools, techniques, and trends to deliver services.
• Worked with customers to understand needs and provide excellent service.
• Participated in team-building activities to enhance working relationships.
• Resolved conflicts and negotiated mutually beneficial agreements between parties.

• Lead Incident Manager for EE Top60 and 3UK Top20 process having direct dealing with customer. A key and critical role having high customer focus & directly accountable for customer satisfaction in this area.
• Working in conjunction with Continual Service Improvement (CSI). Ensure the design of the Top60/20 incident process aligns with the business and industry best practices. Accountable for the overall Top60/20 process efficiency and effectiveness. Ensures that the process is fit for purpose & can achieve the best results in terms of customer satisfaction.
• Sharing the best practices & lesson learnt implemented within the teams.
• Daily meetings & discussion with the customers & Stakeholder for a faster progression of number of e2e resolution.
• Initiate management and technical escalations when required to protect Ericsson or customer benefits.
• Owner for EE 2G/4G availability within IM team and responsible for progression to achieve related KPI & SLA as per contractual agreement.
• Conducting review calls with CMs & guiding them to achieve faster resolution.
• Mentoring the junior colleagues in IM team by supporting them in day to day Incident Management activities, IM-SPOC for weekends & night and reviewing and sharing feedback on incidents.

• Incident Management SPOC for EE Top20 and 3UK Top20 process where I managed all the daily calls & meetings directly with end customers i.e. EE & H3G, Huawei & Nokia. Always achieved customer satisfaction with faster progression.
• Also worked in multiple roles within Incident Management P4(OSLA), 1-3 days (OSLA) then moved to customer facing roles-OD (Operational Deficiency). Driven multiple priorities-P3, P4, P5 and the resolution end to end as a way of EOE.
• Involved in Ryder to Hermes transition of MBNL UK account.
• Leading and facilitating the engaged team toward restoration of service in the shortest possible lead times.
• Engage relevant stakeholders & escalate when necessary to expedite resolution.
• Ensured RT adopts optimal mindset which balances best path to resolution and protection of customer interests.
• Initiate management and technical escalations when required to protect Ericsson or customer benefits.

• Worked with Dell international Services, as Sr. IT Analyst in Incident management since Feb 2011
• Understanding an incident/fault on a basic level in order to use the appropriate competencies or resources.
• Maintaining a general overview of the incident and understand the functionality of multiple areas.
• Working with the Incident Management Process Owner to plan and coordinate all process activities, planning and managing support for incident management tools and processes.
• Coordinating interfaces between incident management and other service management processes.
• Identifying improvement opportunities, incident follow-up, communication and training.
• Providing guidance on priorities to teams starting the immediate urgent unexpected recovery work.
• Additional responsibility: Providing support to new hires in the swift transition & on job trainings.

• Handled & provided technical customers for Microsoft US-Account for internet service with Microsoft (MSN), Dial up internet support.
• Assisted customers by diagnosing problems and providing resolutions for technical and service issues
• Advised/educated users within the procedural guidelines to ensure a customer friendly environment.
• Ensured proper escalation matrix for end-to-end resolution to all customer concerns.

• Worked for 3 different sales processes Canada, UK and Australia clients as a team coach.
• Delivered solution to the customers related to their mobile phone services.
• Coached the teams on products & new process updates.
• Maintained daily client calls & interactions. Conducted audit calls for the team.
• Responsible for management reports.