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Dasari Akesha
Quality Specialist Management
Bangalore
Summary
A dynamic Quality Manager holding Bachelor’s Degree in CSE and trained SIX SIGMA with more than 7.5 years of experience with IT Service Management. Key Highlights of Experience Managing both on-shore and off-shore operations across various countries in APAC & Americas Transitioning complex IT projects Quality Management professional with successful career delivering efficiency and standardization, and maintaining all ISO and QS 9000 and Six Sigma Quality Systems. Drives smooth operation of production and manufacturing lines, coordinate efforts of employees and facilitate communication between management and production departments. Apply creativity in improving manufacturing process to achieve higher productivity and quality of finished goods. Experience in reviewing and interpreting regulatory and programmatic guidance, implementation of corporate compliance, risk management and corrective action programs.
Overview
6
6
years of professional experience
2
2
Certificates
5
5
Languages
45
45
years of post-secondary education
Work History
Quality Manager
Hemmersbach India Private Limited
11.2021
- To deliver high-quality service to clients based in multiple GEOs
- Served as the primary escalation point to the Global Service Desk, Training, and Transition team for any issues or points of direction
- Liaise with all internal service delivery teams to ensure a consistently high level of service
- Ensured the client's leadership is notified as soon as possible of any possible disruption to services provided by various end users under the outsourcing agreement
- Assign all work assignments, commit the team to the work, manage the quality of the work and drive the people management activities within the team
- Designed and implemented a daily and monthly reporting process for proactive service management
- Effectively managed financial control of the delivery program meeting all budget requirements
- Delivering service that meets SLA and delights the customer
- Work with technical groups and business owners to make sure they can identify and diagnose potential customer quality issues before they become actual problems across various countries in APAC
- Transformed team to be highly successful and achieved good NPS
- Identifying business opportunities, selling concepts to the client where required and influencing the client to give additional business based on demonstrated capability and past performance
- Provide clear, effective communication and proactive relationship management with and between the customer and internal support teams
- Build services relationship with customers and conduct service reviews for key customers
- Review performance reports, service improvements, service quality, and processes; Provide management and performance reports
- Engage in high-level negotiations, generating lucrative contracts and building beneficial partnerships with clients & partners thru regular productive communication
- To participate in customer meetings and drive operational action items and continuous improvement
- To manage sub-contractors in ensuring all objectives of operations delivery are met
- Regular connect with the Global team (CEO/EP/DE) for business improvement
- Manages and ensures consistent application of human resource processes including career development, and performance management within area of responsibility
- To manage SOWs (Creation/Addendum/Extension/Termination)
- Delegating responsibility and ownership of tasks to staff
- End-to-endnd transition of projects
- Significant Achievement:
- Client appreciation for setting up a team
- Client & internal team appreciation for out of the box solution provided to most complicated problem
- Received Account Management appreciation for successful audit completion
- Quarterly performer award
Service Delivery Coordinator
Dimension Data India Private Limited, Now NTT INDIA GDC PVT LTD
11.2016 - 10.2021
- Event Mangement,Incident Management & NOC Operations)
- Job Responsibilities:
- Documented and tracked all the received requests in incident management system
- Incident Management for the assigned Network Services
- Handling high priority incidents (P1 & P2) and coordinating with the respective terms as per the escalation matrix
- Teams to resolve the incidents within the resolution SLA
- Chasing up with L1 and L2 teams for fixing the faults and making the respective incident with proper statements
- Coordinating with the tools support team for tools and applications-related issues
- Good knowledge in the incident life cycle from Incident identification to till Incident closure
- Prioritizing the Incidents based on the impact and urgency Closing the non-major incident within the agreed SLA’s
- Following the correct escalation process for the major incidents both functional escalation and hierarchical escalation
- Picking the alerts within agreed SLA
- Monitor the incidents to ensure that the Service Level Agreement are respected
- Have intermediate hands-on Problem and Change management process
- Service Governance Calls
- Management Reporting & Reviews
- Review Client Dashboard and reporting to multiple client stakeholders
- Resolve or further escalate problems, and support the client telephonically/e-mail by acting as the point of escalation for the client
- Initiate and run service improvement plans to resolve delivery challenges affecting assigned portfolios
- Engage with the relevant internal stakeholders prior to the renewal date of contracts
- Ensure ticket quality is at par with regard to documentation/detailed information
- Team Roster Management
- Retraining for low-performance candidates
- Updating daily Tasks and Procedures
- To train Service Desk analysts on operational procedures and troubleshooting techniques
- Being a first point of contact for all managerial escalations, responsible to review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
- Collate and present date to Stake Holders for Monthly Operations Review
- Major Incident, Problem and Change management as per ITIL
- Monitors and record the individual performance through metrics such as Call & Ticket response SLA, Feedback & Appreciation received from client, First Call Resolutions etc., and summarizes in the form of score card to rate the individual performance against the KPI’s set
- Regular interaction (One on One sessions) with employees to provide them feedback about their performance and take corrective actions if require
NETWORK ENGINEER
Reliance JIO
06.2015 - 11.2016
- Installation & Configuration of CISCO Routers ASR-901,ASR-903,ASR-920, ASR-920 O,ASR-9000 series
- Worked with nexus 2k, 5k and 7k.
Education
B.TECH - C.S.E
M.V.G.R College of Engineering
J.N.T.U
Skills
Operational improvements
Accomplishments
- Collaborated with team of [6] in the development of HPE_US.
- Supervised team of [6] staff members.
- Managing both on-shore and off-shore operations across various countries in APAC & Americas
- Transitioning complex IT projects
- Setting up team of varied head count which can deliver services remotely and on-site
- Client appreciation for setting up a team of 60 in stipulated time line
- Client & internal team appreciation for out of the box solution provided to most complicated
problem. - CEO appreciation
Certification
Six Sigma White, Yellow and Green Belt
Interests
Timeline
Quality Manager
Hemmersbach India Private Limited
11.2021
Service Delivery Coordinator
Dimension Data India Private Limited, Now NTT INDIA GDC PVT LTD
11.2016 - 10.2021
NETWORK ENGINEER
Reliance JIO
06.2015 - 11.2016
B.TECH - C.S.E
M.V.G.R College of Engineering
J.N.T.U
Six Sigma White, Yellow and Green Belt
Java Certified
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