Dangmei Dajuth
Bengaluru
Summary
Adept at driving operational excellence, I spearheaded process improvements at Microsoft, enhancing incident handling by integrating stakeholder management and SLA adherence. My leadership in service management and team development, underscored by a track record of strategic escalations, has consistently elevated client satisfaction and operational efficiency. Focused on responding quickly and effectively to critical business emergencies in order to maintain service levels and prevent lost revenue. Well-versed in enhancing processes, managing teams, and leading improvements.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Major Incident Manager
Collabera
09.2023 - Current
- Incident Ticket Management: Oversee the lifecycle of major incident tickets from creation to resolution, ensuring that tickets are logged, tracked, and escalated according to severity and business impact
- Ensure tickets are categorized, prioritized, and assigned to the appropriate teams based on predefined service level agreements (SLAs) and escalation protocols
- Continuously monitor ticket queues to ensure that incidents are progressing through the correct workflow and that SLA targets are being met
- Maintain high visibility and control over major incident tickets, ensuring timely updates are provided throughout the incident lifecycle
- Communication & Status Updates: Provide regular updates within the ticketing system to keep internal stakeholders, such as business owners, senior management, and external clients, informed about incident status, progress, and resolution timelines
- Use the ticketing system to communicate resolution actions, workarounds, and next steps to involved teams and customers, ensuring consistent and accurate information flow
- Ensure that all communication in the ticketing system is clear, concise, and documented for post-incident analysis
- Root Cause Analysis & Problem Management: Conducted thorough root cause analysis to identify underlying factors contributing to delays in ticket resolution and SLA breaches
- Provided actionable insights and feedback during post-incident reviews, sharing best practices and improvement recommendations with delivery partners and key stakeholders to enhance incident handling processes
- Stakeholder Engagement & Communication: Established regular communication with leadership to share insights, recommend process improvements, and streamline operations
- Process Improvement & Change Management: Led process change initiatives, ensuring alignment with business goals, updating documentation, and implementing approved changes
- Ongoing Updates & Strategic Input: Provided regular process updates to stakeholders, participated in QBRs, and shared insights to drive strategic decisions and operational efficiency
Assistance Manager
Concentrix India
12.2021 - 04.2023
- Team Leadership & Performance Management: Led a team of 35, including SMEs and supervisors, driving performance aligned with KPIs (NPS, Average Resolution Time, Productivity)
- Set clear goals, conducted performance reviews, and fostered continuous improvement
- Training & Development: Identified training needs and delivered coaching to enhance team skills, improve service quality, and maintain high motivation
- Analyzed aging tickets and NPS feedback to optimize customer satisfaction
- Client & Escalation Management: Managed client escalations and complaints, providing timely resolutions and identifying process improvements based on client feedback to boost satisfaction and team performance
- Strategic Scheduling & Shrinkage Management: Developed efficient team schedules to optimize resource allocation and minimize shrinkage, ensuring seamless operations and business continuity
- Business Reviews & Reporting: Led weekly Business Review (WBR) meetings, providing performance updates and actionable insights to ensure alignment with client expectations and business objectives
- Process Optimization & Communication: Conducted team huddles to share process updates, align on goals, and encourage high performance through feedback and recognition
- Performance Monitoring & Continuous Improvement: Tracked team performance against KPIs, identified gaps, and implemented initiatives to improve efficiency and align with organizational objectives
Team Leader
Concentrix India
Bengaluru
01.2018 - 12.2021
- Team Management & Account Transition: Successfully launched and integrated a new logo account, managing a team of 30 to meet key metrics.
- Identified skill gaps, and delivered targeted training to enhance team performance.
- Root Cause Analysis and Process Optimization: Analyzed high call abandonment rates, identified root causes, and implemented process changes, improving call handling and customer satisfaction.
- Business Expansion & Process Innovation: Led the creation of a new outbound call support service, driving additional revenue, and streamlining processes to enhance customer support efficiency.
- Client Acquisition and Relationship Building: Developed strategies to attract new clients, demonstrating the value of company offerings, and building long-term relationships with untapped prospects.
- Performance Monitoring & Team Development: Conducted daily huddles, tracked performance metrics, and provided coaching to improve team performance, driving continuous improvement, and sustaining high results.
Data Analyst
IBM Daksh
07.2010 - 01.2018
- Data Analysis & CRM Management: Analyzed and resolved data issues in IBM’s Siebel CRM system, collaborating with global marketing teams to improve data quality and support business operations
- Data Quality Projects & Reporting: Led data quality initiatives, providing quarterly reports on improvements and addressing concerns
- Utilized IBM TSRM/RTC to monitor tickets and deliver solutions
- Customer Account Management: Maintained and updated IBM Global Customer Account and Contact information, supporting sales and marketing teams to enhance business opportunities
- Service Level Management: Ensured service levels were documented, maintained, and aligned with business requirements, driving efficiency and effectiveness in service delivery
- Client Relationship: Established strong relationships with clients, reviewed ticket severity, and ensured SLA compliance
- Developed timelines, delegated tasks, and ensured team performance to meet targets
Education
Bachelor of Science - Geophysics
Manipur University
Imphal, Manipur01-2005
High School Diploma -
BHSS
Manipur01-2000
Skills
- Service management
- Process reviews
- Metrics tracking
- Escalation management
- Information management
- Critical incident handling
- Stakeholder management
- SLA management
- Documentation skills
- Post-resolution reviews
- Improvement recommendations
Certification
- Microsoft Power BI Certification – Completed an intensive Power BI training program through Edureka and earned certification, demonstrating proficiency in data analysis, visualization, and reporting.
- Oracle 11g SQL foundation course 2015
- Advance Excel 2016
- ITIL Foundation V3 2019 Foundation
- Yellow Belt certified - Issued by Concentrix
Timeline
Major Incident Manager
Collabera
09.2023 - Current
Assistance Manager
Concentrix India
12.2021 - 04.2023
Team Leader
Concentrix India
01.2018 - 12.2021
Data Analyst
IBM Daksh
07.2010 - 01.2018
- Microsoft Power BI Certification – Completed an intensive Power BI training program through Edureka and earned certification, demonstrating proficiency in data analysis, visualization, and reporting.
- Oracle 11g SQL foundation course 2015
- Advance Excel 2016
- ITIL Foundation V3 2019 Foundation
- Yellow Belt certified - Issued by Concentrix
Bachelor of Science - Geophysics
Manipur University
High School Diploma -
BHSS
Similar Profiles
Kaylyn WestergardKaylyn Westergard
Account Manager - Life Sciences at CollaberaAccount Manager - Life Sciences at Collabera
Rhonda CastilloRhonda Castillo
Sr. Fraud Analyst at CollaberaSr. Fraud Analyst at Collabera
Harshit HandooHarshit Handoo
Operations Executive at CollaberaOperations Executive at Collabera