Jaffer Ali L
Account Team Lead - Service Delivery
Chennai
Summary
Around 12 years of experience in IT operations & delivery An effective communicator with strong team management, analytical and technical problem-solving skills Deftness in managing, motivating teams for running successful operations and extensive experience of developing procedures, service standards for business excellence Seeking a challenging role in the IT Service Delivery wherein my expertise and experience can be utilized to improve and stabilize the IT Infrastructure of the organization.
Experienced with leading account teams to achieve project goals. Utilizes strategic planning and client relationship management to deliver high-quality results. Track record of fostering teamwork and adapting to dynamic environments.
Overview
15
15
years of professional experience
2
2
Certificates
2
2
Languages
Work History
Service Delivery – Account Team Lead
DXC Technology Pvt. Ltd
03.2023 - Current
- Monitoring queues to ensure SLA adherence; Ensuring customer satisfaction is met while ensuring adherence to process compliance. Reports / Reviews
- Escalation of priority incidents as part of the incident management process; Participate in the on call rota for out of hours support.
- Customer-focused approach with a commitment to quality support. Skills. ITIL; Team leadership; Customer service; Incident management;
- Delivering high levels of customer satisfaction; Perform supervised tasks of various department activities; Other ad-hoc duties, as required by the Service
- Maintaining Knowledge Base. a) Create and update help articles or FAQs based on common issues. b) Use knowledge base content to resolve issues faster.
- Ensure proper documentation and knowledge base updates. Conduct regular team meetings and training sessions. Implement and manage service desk tools
- Effective communication
- Organization leadership and service desk regarding tactical execution
- Service desk and other business functions
- Communicate with the team to voice suggestions and concerns. Handle software and hardware installation and updates alongside the support team when required.
- Ensuring customer satisfaction is met while ensuring adherence to process compliance. Reports / Reviews; Publish Daily, Weekly and Monthly reports on team
- Manage and drive the Remote Management Team to achieve the committed SLA.
- Conducting monthly review meetings and provide metrics to management.
- Sending reporting Daily/Weekly / Monthly to clients.
- Taking ownership and responsibility for long pending issues and resolving the same
Service Delivery - Team Lead
Sysnet Infotech Pvt. Ltd., (Franchise for DXC)
01.2022 - 03.2023
- Implementing and maintaining the Data Loss prevention Solution.
- Engage completely in BCP and DR activity for the business units
- Monitoring and ensure process and compliance to the agreed SLA levels.
- Manage and drive the Remote Management Team to achieve the committed SLA.
- To ensure that customer complaints are resolved by taking corrective actions, and ensuring customer satisfaction by responding to all escalations regarding to projects
- Expertise in maintaining and improving an already existing DLP solution.
- Reviewing the incidents on daily basis and ensuring that policies are well tuned (additional/modification/deletion) based on specific risk identified from DLP incidents.
- Conducting monthly review meetings and provide metrics to management.
- Sending reporting Daily/Weekly / Monthly to clients.
- Taking ownership and responsibility for long pending issues and resolving the same
- Client: Standard Chartered Bank
SME Team Leader
Wipro Infotech Pvt Ltd
02.2017 - 01.2022
- Responsible for 4 geographical locations in Chennai(Karapakkam) in operations related issues
- Managing an environment of 1000 desktops with 10 resources first level reporting to me.
- Engage completely in BCP and DR activity for the business units.
- Executed the project of upgrading I-Phone, SEP, Cisco VPN, Windows XP SP3 for all clients.
- Monitoring and ensure process and compliance to the agreed SLA levels.
- Liaising with clients to understand issue/ concern and resolve the same within timelines.
- Executing IT infrastructure / networking projects to enhance substance and service delivery.
- Manage and drive the Remote Management Team to achieve the committed SLA.
- Preparing shift roaster and arrange weekly training for the resources.
- Conducting team meetings as well individual resource meetings on Monthly basis.
- To ensure that customer complaints are resolved by taking corrective actions, and ensuring customer satisfaction by responding to all escalations regarding to projects.
- Taking ownership and responsibility for long pending issues and resolving the same
- Client: Standard Chartered Bank
Service Delivery - Team Lead
Crown Solutions Pvt. Ltd., (Franchise for WIPRO)
09.2013 - 01.2017
- Responsible for Karrapakam locations in Chennai in operations related issues. Have review meetings with customers on regular timelines and track those actionable till closure. Ensure to reduce customer escalations and are limited to senior management.
- Managed an environment of 3500 desktops with 7 resources reported to self.
- Received Reward/Appreciation to achieve compliance level in all clients.
- Initiated QA process for newly commissioned/reinstalled machines.
- Remedy calls closure with 95 % under SLA
- Calls nature would be on Desktop Hardware, OS, LAN etc
- Took new initiatives analyzing the call volume and team performance.
- Addressed repeated issues by working along with different teams.
- Client: Standard Chartered Bank
Junior System Administrator
KAYCEES HEALTH SOFT INDIA. PVT. LTD
02.2011 - 02.2012
- Troubleshooting desktop hardware and basic networking related
- Installation, configuration and maintenance of local and Network printers
- Troubles shoot the issues related to OS
- Installing, configuring and troubleshooting of various application /software's
Education
Diploma - Electronics Communication of Engineering
PSB Polytechnic College
Chennai01.2010
SSLC - undefined
Zigma Matriculation School
Chennai01.2007
Skills
Employee training
Certification
Diploma In Computer Hardware And Networking from ADVANTAGE PRO Nungambakkam (18th may 2010 to 31 st Dec 2010)
Interests
Travelling, spending time with friends
Timeline
Service Delivery – Account Team Lead
DXC Technology Pvt. Ltd
03.2023 - Current
Service Delivery - Team Lead
Sysnet Infotech Pvt. Ltd., (Franchise for DXC)
01.2022 - 03.2023
SME Team Leader
Wipro Infotech Pvt Ltd
02.2017 - 01.2022
Service Delivery - Team Lead
Crown Solutions Pvt. Ltd., (Franchise for WIPRO)
09.2013 - 01.2017
Junior System Administrator
KAYCEES HEALTH SOFT INDIA. PVT. LTD
02.2011 - 02.2012
SSLC - undefined
Zigma Matriculation School
Diploma - Electronics Communication of Engineering
PSB Polytechnic College
LANGUAGES
Tamil & English
Hindi
Initiative
- Incident call reduction – Reduced overall call flow of 15%
- Laptop Clinic - To improve the performance of Laptops & User awareness
- Asset Inventory & Refreshment – Upgraded 1300 Laptop/Desktop
- Created Remote Team for first level support to reduce the incident resolution time.
- Conduct floor walk to provide user awareness about IT Infra support
- Conduct review call ratio reports and conduct weekly and monthly meeting with Team to increase the productivity.