Ganesh Chakkaravarthi

• Manage and oversee daily field service operations within the assigned region. - Ensure timely and efficient service delivery to meet customer needs and contractual obligations. - Coordinate service schedules and dispatch field technicians to customer sites.
• Act as the main point of contact for key customers in the region. - Address and resolve customer issues and complaints promptly and effectively.
• Ensure all field service activities meet company and industry quality standards. - Implement quality control processes and conduct regular audits. - Monitor and improve service quality and performance metrics.
• Provide technical guidance and support to field service technicians. - Stay updated on industry trends, new technologies, and best practices. - Facilitate training sessions to enhance the technical skills of the team.
• Develop and manage the regional field service budget. - Monitor expenses and ensure cost-effective operations. - Analyze financial reports and identify areas for cost savings and efficiency improvements.
• Develop and implement strategies to improve field service operations. - Identify opportunities for growth and expansion within the region. - Collaborate with other regional managers and senior leadership to align with company goals.
• Establish and track key performance indicators (KPIs) for field service operations. - Analyze data to assess performance and identify areas for improvement.
• Maintain accurate records of service activities, customer interactions, and financial transactions. - Prepare and submit regular reports to senior management. - Ensure proper documentation of service agreements, warranties, and other relevant documents.

Technical Project Lead

• Creating new request for change based on the requirement in the project
• Analyzing resource in order to maximize\minimize staff abilities, assign work to the ideal project partners and streamline the scheduling experience
• Overseeing the technical projects by allocating staff strength and mentoring them in their key strength
• Working along with senior project managers in maintaining project schedules, breakdown structures along with ensuring project delivery aligning it with business goals
• Have hands on experience in Completing projects within the stipulated time frame and budget as per the required specifications
• Enhance the aspects of project planning, execution, and resource management as per the business requirement.

Service Management Office

• Determine operational objectives by studying business functions; gathering information; evaluating output requirements and formats
• Monitor project progress by tracking activity; resolving problems; publishing progress reports; recommending actions.
• Perform daily, weekly and monthly reviews and analyses of current processes using operational metrics and reports
• Assessing customer feedback and using creativity to establish, improve, and refine services.
• End to end ownership on Major Incident Management, Problem Management and Change Management
• Effectively Handled and implemented Change Management Process
• Ensured that all preparations have been made for a CAB meeting, including creation of agenda, circulation of change requests to be considered.
• Chaired the Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings.
• Having hands-on experience on working with Jira Board and ServiceNow

Roles & responsibilities (LIM) – Lead Incident Management

• Acted as POC for all major Incidents as LIM (Lead incident management)
• Handle Major Incidents (P1/P2 or Critical/High severity incidents) validate incidents classification, ensure that they are logged, progressed, updated, authorized, expedited as per Incident Management process and resolved within the scope of SLA.
• Reviewing P1/P2 incidents for criteria check and following up end-end resolution
• Worked with Problem Management team to provide RCA.
• Creating new strategies to ensure continuous process improvement.
• Measuring, recording, analyzing and improving customer satisfaction

• Creating tickets upon receiving alerts and applying my expertise in troubleshooting an incident
• Overseeing tech team; Allocating tasks to staff.