Hi, I’m
Dwijendra Pandey
Technical Manager
Pune
Summary
Analytical Technical Manager adept at recruiting, leading and developing highly effective technical teams. Meticulous and driven with a passion for innovation and process improvement demonstrated over 18 Plus years in technical roles.
Experience in project/program management professional proficient in customer management, effort estimation and pricing, Dynamic Leader and Team builder with experience of working in offshore –onsite delivery model spread across multiple geographies and strong expertise in managing large, culturally diverse teams
Overview
21
years of professional experience
4
years of post-secondary education
7
Certifications
Work History
Nice Actimize
Technical Manager
10.2022 - Current
Job overview
- Responsible for custom developments delivery across regions, for Actimize deployed customers.
- Responsible for Key delivery KPIs: Customer satisfaction, Maintaining Margins & Project profitability.
- Handles customer escalation and provides corrective actions plan
- Maintain contact and communication with all team members, Program managers, TAM and regional leads and other participants to ensure on time & under budget completion of post deployment Custom development & Service request to client expectations.
- Accountable for managing the overall delivery of Customer critical programs including demand rationalization, aiding in Program governance, Project reporting and Stakeholder management, utilizationIdentify project priority conflicts and report any issues affecting overall project delivery
Coordinate with various groups in Actimize across locations to ensure success of the Program - Work as a key interface point for business stakeholders, project teams and the GTC team to identify, discuss and resolve any issues related to delivery.
- Communicate program status to stake holders and executives
- Plan for project contingencies and anticipate variations that may affect resources, successful implementation
- Monitored employee tasks to gauge business functions and inefficiencies.
NICE Interactive Solutions India Pvt Ltd
APS Shift Lead(Operations Lead)
01.2018 - 09.2022
Job overview
- Managing a team of around 40 in a 24 x 7 operation support.
- Subject Matter Expert -Voice Biometrics (Real Time Authentication and Fraud Prevention) , MCR( Multi channel Recording ) , Nexidia ,NTR and ENGAGE.
- Managing an Escalations and Updating Customer on issues whenever required.
- Managing SLAs and quality of INCIDENT Cases.
- Taking end to end ownership of issues at Customer end.
- Achievement: Managed APAC CITI customer on Issues related to Nice RTA/VB in a skillful manner.
- The same has been widely appreciated and got CSAW award at NICE.
- Started AUDITS of SNOW cases and this helped in maintaining the quality of case handling.
- Following ITIL STANDARDS in day to day Operations.
- Collaborated with management to develop strategies for improving overall store operations.
- Completed daily financial activities and prepared weekly reports for management to inform decision-making.
- Provided exceptional customer service by addressing inquiries, resolving issues, and maintaining a welcoming atmosphere for patrons.
- Conducted performance reviews and provided staff with feedback and guidance.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Trained and mentored new employees to maximize team performance.
- Supported upper management during critical decision-making processes by providing valuable insights based on firsthand experiences from shift operations.
- Evaluated staff performance and provided coaching to address inefficiencies.
Allianz
Subject Matter Expert, Call Recording.
09.2011 - 12.2017
Job overview
- Understand the full solution NICE /Verint & 3rd party integrations for all Allianz accounts.
- Analyze support activity and SR trends and ensuring SLAs are met, CSAT is achieved and/or provide recommendations to close gaps- Facilitate Meetings.
- First point of escalation for support process where issues are not resolved by the standard process.
- Facilitate problem resolution across NICE /Verint internal teams, driving actions, communication and RCA/Best Practices.
- Establish relationships and effectively communicate with key members of Customer’s technical team including management personnel.
- Identify barriers to product adoption and partner with appropriate NICE and Customer teams to optimize Customer success.
- Develop, implement and maintain standard practices for designated accounts aligned with the Global TAM operating model.
- Mentor and coach Engineers from a call recording technical perspective.
- Communicate and advocate Allianz requirements and concerns to other internal stakeholders and Nice.
- Lead Root Cause/Best Practice sessions with Vendor and internally as required.
- Currently Working on Global Project named AGN (Allianz Global Network) for upgrade of call recording data center movement.
- Worked on UK Call center project, It involved migration of Nice from 3.1 to 4.1.
- Achievements: Got best employee of the quarter awards twice in two year.and numerous such appreciations,
- Maintained professional network of potential clients and business opportunities.
NICE Interactive Solutions India Pvt Ltd
Field Engineer/Customer Service Engineer
07.2008 - 09.2011
Job overview
- Support, maintenance & implementation (installation) of NICE Systems proprietary software products like NICE CLS 8.9 & NICE Perform which provide comprehensive solutions to the overall operational needs of contact centers in terms of Quality Monitoring, Compliance-Selective Call Recording & Data Analytics.
- Replicate customer problems, test fixes and document solutions for use by the NICE Support Team.
- Escalate tickets to the appropriate level per established escalation procedures and within the set performance criteria.
- Perform software installations for clients as required.
- Verifying customer site pre-requisites, preparing for and subsequently implementing NICE solutions at client sites.
- Managing the customer relationship & expectations, communicate effectively & troubleshooting to resolve technical issues during the implementation.
- Focus on customer requirements & be able to give efficient follow up and feedback on such requirements.
- Being the technical liaison between the client and various tiers of the organization.
- Utilized knowledge and skills in root cause failure analysis.
ABS India Private Ltd
Customer Support Executive
05.2006 - 07.2008
Job overview
- Reporting to customer support manager, AMC follow-up and keeping track of amc records of given area Handling major customer like jet airways,hpcl,maresk.
- Telecom networks (IP and T2).
- Projects: Integrated Nice8.9 and alcatel with Genesys CTI application.
- Configured multiple nice 8.9 setups for call center and banks.
- Made recommendations for enhancements to communications, tools, capabilities and product lines to improve customer experience.
- Assisted customers with product adoption and utilization to promote customer success.
Intel icon Private Ltd
Customer Support Engineer
01.2003 - 05.2006
Job overview
- Designing new corporate extension layout for intercom.
- Designing a network.
- Installing video conferencing system.
- Worked with Indian army to install there communication network.
- Educated customers by explaining all technology issues in easy-to-understand terminology.
Education
North Maharashtra UniversityJalgaon ,India
Bachelor of Engineering from Electronics And Telecommunication
1998.11
Skills
Agile work processes
Project coordination
Scrum methodology
Resource planning
Expense analysis
Technical consulting
Multitasking Abilities
Team Collaboration
Problem-solving aptitude
Professionalism
Interpersonal Skills
Certification
Nice Engage Fundamental And Troubleshooting Certified- (2021)
Affiliations
- Project Management Institute
Work Preference
Work Type
Full TimeLocation Preference
HybridImportant To Me
Career advancementPaid sick leaveTeam Building / Company RetreatsPaid time offWork from home optionAvailability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Nice Actimize Actone Certified
01-2023
Technical Manager
Nice Actimize
10.2022 - Current
Nexidia Advance and troubleshooting (2021)
03-2021
Nice Engage Fundamental And Troubleshooting Certified- (2021)
07-2019
Nexidia Certified-2019
07-2019
APS Shift Lead(Operations Lead)
NICE Interactive Solutions India Pvt Ltd
01.2018 - 09.2022
ITILV3 Certified.
03-2014
Subject Matter Expert, Call Recording.
Allianz
09.2011 - 12.2017
Field Engineer/Customer Service Engineer
NICE Interactive Solutions India Pvt Ltd
07.2008 - 09.2011
Customer Support Executive
ABS India Private Ltd
05.2006 - 07.2008
Customer Support Engineer
Intel icon Private Ltd
01.2003 - 05.2006
North Maharashtra University
Bachelor of Engineering from Electronics And Telecommunication
1998.11