Manoj Das P

• Oversee and guide all activities of the Service team.
• Coordinate SLA creations. (through Interaction with the business team).
• Ensure team follows best practices and maintain service level agreements.
• Monitors department issues and client complaints.
• Develop problem management and service improvement plans.
• Ensure customer/business, client, support, technical parties are represented in the definition and evolution of services.
• Offer customer service.
• Maintain customer relationships.

· Worked with internal teams in releasing the patches from time to time and coordinate with OS upgrade deployment team for a successful and seamless upgrade.

· Cascading information about the bug, fixes, tracking with resolution in Bugzilla.

· Facilitating various team building activities, stress management activities, cultural programs.

· Facilitated team meetings and handled day to day issues occurring while in replication, development, testing and during the release of patches.

· Leading, guiding and mentoring the team to provide seamless customer services.

· Assist the support team in identifying the common support issues due to post upgrade and to prepare a technical document with resolution for their day-to-day reference.

• Developing and implementing service standards and procedures for the service delivery department
• Setting up and maintaining the service desk
• Supervising other members of the service delivery team
• Maintaining customer relationships and improving response and delivery times
• Updating service methods to improve overall efficiency
• Resolving any service problems and customer complaints
• Conducting periodic appraisals of team members and identifying areas for improvement
• Creating and presenting regular reports to senior management
• Cordinated developers, testing team, release management for resolving software related issues based on severity and in preparing the hotfixes , software patches deployment.

· Conducted team meetings to share the updates regarding the upcoming software releases.

• Onboarding new clients and develop working relationships
• Leading and developing a team of sales representatives or customer care specialists
• Generating sales or service reports for clients and senior management
• Coaching and supporting team members to help them meet company goals
• Keeping documentation and records of client interactions for training purposes
• Conducting customer service presentations and workshops
• Developing surveys and obtaining client information
• Offering advice to clients on products or services .