Open To Work
Dhivya M
Service Management Lead
Coimbatore
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
13
13
years of professional experience
2012
2012
years of post-secondary education
1
1
Certification
Work History
SMO (Service Management Lead)
Tata consultancy services
07.2022 - Current
- Supporting incident, change and problem processes.
- Certificate management
- Risk management
- Defining and managing service level agreements with customers.
- Assigning tasks to technicians throughout each workday that are based on SLAs, technician availability.
- Providing audit feedback for process improvement.
- Coordinating with technical teams and service desk.
- Monitoring and reporting incident trends.
- Sharing reports as per the business requirements (Daily, weekly, monthly based)
- Approving changes daily after validation with the support team.
- Change management (Effectively execute and drive continuous improvement for IT Change Management.)
- Problem management (analyzing trends and recurring issues, coordinating permanent solutions)
- Provide 24x7 Tier 1 support for all High Priority Incidents
- Weekly metrics reporting to management and collection of support team's status reports.
- Meeting and improving established service delivery SLA's
- Produce activities and workflow documentation for Change, Incident and Problem Management, Service Request.
- Promote and support the deployment of Service Management processes to all groups interacting with Problem Management, Change Management, and Incident Management.
- Conducting meetings with stakeholders on a daily, weekly, and monthly basis for process improvement.
Information Technology Analyst
Mmodal Pvt. Ltd
Coimbatore
09.2016 - 07.2019
- We CSR team is a global support team and all the medical report issues and application issues are performed by us through incidents and Work orders.
- As we are the central communication point, we do take care of all major incidents based on the priority set.
- BMC remedy and JIRA Tools are mainly used to work on with incidents.
- We facilitate and manage end to end incident management process.
- We ensure that services are delivered to SLAs and requests and incidents are responded in timely manner..
- Collaborate with technical team to properly manage customer inquiries and escalate when appropriate.
- Train and mentor to other team members.
- Trained in all internal platforms i.e. fluency manager, clarity, flo, and Inboxing for better customer support.
Process Associate
Hewlett Packard Company
09.2015 - 08.2016
- Query Management
- Meet and exceed defined Targets and SLA's
- Buddying the new employees for the understanding of the process, and how to handle calls and help them to learn the process.
- Trained on Smart Buy and Internal Order process, responsibly coordinating with customers/clients, to achieve customer satisfaction.
- Appreciated and trusted by the management for interaction with customers and international clients for smooth process operations.
- Ensuring the Turnaround Time for processing of queries on a daily basis.
- Achieved teams Customer Satisfaction (CSAT) scores and First Call Resolution (FCR) scores.
- Preparation of up-to-date process chart, process documentation.
- Driving Quality Circle Meets and Process Improvements within the team.
Senior Process Associate
Infosys BPO Ltd.
Bangalore
05.2013 - 09.2015
- Preparing loan documents for different states.
- Will prepare the documents which will be submitted in the court by the attorney and default loans will come to foreclosure.
- Meet deadlines.
- Be a proactive member of the team, offer advice and make suggestions in areas where. With training and experience, I have gained some expertise I have completed domain certifications such as T-100, CPT, CBT’s like Building Team, Presentation skills.
- Responsibility is to do 100% internal quality check on the executed documents and giving training for the new joiners to know the process.
- Ability to support and sustain positive work environment that foster team performance with strong communication.
- Won the awards ‘Always Accountable’ and ‘Will to Win’ from Global Business Services (GBS) Level.
- Been the team’s performer for last two months.
- Have received appreciation e-mails from the clients.
Education
B.SC - CS
Kongu Arts & Science College
HSC -
K.G.G.H.S.School
SSLC -
K.G.G.H.S.School
Skills
- Problem Solving
- Client Response
- Anticipation of Client Needs
- Conflict Resolution
- Work Relationship Maintenance
- Professional Development
- Training Implementation
- Adaptability
- Goal Focus
- Knowledge Application
Certification
- Certified in C language, HDCA (Higher Diploma in Computer Application).
- Trained on Infosys tools like g-doc fusion, CE, msp lending portal, lps desktop, work flow tool.
Languages
Tamil
First Language
English
Proficient
C2
Hindi
Beginner
A1
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteOn-SiteHybridSalary Range
₹92000/yr - ₹200000/yrTimeline
SMO (Service Management Lead)
Tata consultancy services
07.2022 - Current
Information Technology Analyst
Mmodal Pvt. Ltd
09.2016 - 07.2019
Process Associate
Hewlett Packard Company
09.2015 - 08.2016
Senior Process Associate
Infosys BPO Ltd.
05.2013 - 09.2015
B.SC - CS
Kongu Arts & Science College
HSC -
K.G.G.H.S.School
SSLC -
K.G.G.H.S.School