Emmanuel Fuller

A Business Services Manager provides operational support to the business. Overseeing and assisting the overall management of the business; creating and supporting strategic initiatives, participating in the financial success of the business.

• Primary point of contact for service levels, escalations, and issues for customer.
• Owner of overall customer relationship and customer satisfaction within Delivery center.
• Manages delivery communications with customer.
• Ensure relevant governance /interlock with Sending Geo and technical service lines.
• Define, Own Service/Quality Improvement plan.

Received A band as a yearly performance in 2024.

• Served as a single point of contact for service delivery for all Service lines/Technologies.
• Review service line performance (overall view) and devise improvement plans as required.
• Ensures Compliance to all Business Controls activities and audit support and coordination.
• Ensures implementation of and compliance with documented operations management practices and procedures specifically for problem, change, incident management and request for service processes.
• Lead 24/7 support for the technicians and provide On-call support and escalation point for all major incidents/outages.
• Gather and identify the right business impact from the customer and ensured accurate communication is sent to the Executives and stakeholders periodically for business impact, status and teams involved.

• Participate in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the customer and support the DPE in the service status meetings held with the customer.
• Analyze Service Level agreements for trends, financial impacts, and customer satisfaction and assist to mitigate damages.
• Reasonable Technical skillset to understand the architecture and deep knowledge of customer environment.
• Use information about problems and incidents to analyze availability challenges and eliminate chronic issues.
• Assist in investigation & diagnosis of all the Major Incidents & associated Problems that may cause availability issues or unavailability of the services or components.
• Responsible that Contract System / Service Availability SLAs are met / exceeded.
• Capture the findings from the MI bridges from SMEs and communicate on the bridge for transparency of the troubleshooting status. Manage relationships with vendors and technology teams to engage at the right time. Lead post-mortem/Debrief calls to pinpoint the root cause, assign owners for the task and complete the action items.
• Review & Manage Risk which has the potential to impact the Service Availability & SLAs.
• Initiate infrastructure changes to promote better system availability.

• Worked as a Major Incident manager for an European account. Within 2 months of this internal movement became the focal/SME of this account.
• Interacting with Client, presenting the incidents details along with the RCA on a weekly AOC meeting.
• Preparing various reports related to this a/c like Out of target incident, MTD, Daily incident reports etc.
• Participate on all the calls like AOC, weekly MIM review call, Daily status call, and ASM call with the clients.
• Preparing reports like ASM, MIM, weekly cadence, monthly deck, weekly dashboard, MTD report, Outage report for major incidents all severity 1 and 2 and weekly metrics report etc.
• High level analysis on incidents that have breached the SLA.
• Co-ordination between teams and customer on every incident but more on Major incidents.
• Well versed with Incident, Change and Problem management process and procedures as per ITIL V3 standards

• Supported Windows server for a North American client.
• Built HP Compaq, Dell and IBM Servers remotely using ILO, DRAC, and RSA and worked on multiple projects, deployment of Shared System Director on the Panasonic servers and creating images of all Panasonic servers through plate spin tool (Plate spin images).
• Involved in data center migration projects right from the change management till SA&D (Server activation and Deactivation checklist). Worked on Firmware upgrade project on the servers.
• Worked on DPP which is raised on monthly basis (Defect Prevention Policy).
• Served as a part of Incident, Problem and Change management and Attended CAB meetings twice a week and explaining the changes scheduled for all the teams.
• Involved in various RFS activities. Configured Raid, routing table, installed SAV, TSM, Tivoli, Remotely Anywhere, SRM.

• Worked on severity tickets as per there SLA and solved them.
• Handled OS related various issues like disk space, high CPU utilization, Hardware alerts etc.
• Managed day-to-day incident activity and insured compliance with the SLA's.
• Creation of known error database which includes analysis of all the current triage documentation and the Major Incident records of previous year.
• Drive effectiveness and efficiency of Problem Management Process Liaise with customers, IT executive, IT platform managers. Participating in Problem Management meetings and reviews.
• Analyzing Incidents (especially Critical Incidents) and closed Problems to identify and act upon trends Tracking open.
• Manage the Daily Incident Call Review meeting and send Incident reports.

• Merit of efficiently diagnosing all the hardware faults ranging from an unformatted disk to a major fault on the operating system and solving these faults through diagrams and written instructions.
• Distinction of achieving the set targets for Revenue generation, Client Satisfaction, Sales and Quality.

• Maintaining Windows Desktop maintenance in office premises. This includes daily maintenance of desktop PCs, Software installations, Network configurations and troubleshooting of daily issues.
• Troubleshot various desktop related issues for Dupont user.