Marcel Keith Anthony

Customer Resolution :-

• Acts as an internal expert to resolve longer running, sensitive, or escalated issues.
  Acts as a primary contact for escalated issues on behalf of less experienced Incident Managers.
  Identifies and builds relationships with various internal and external teams and senior leaders to resolve customer issues.
• Leads strategic projects. Informally
  provides coaching, mentorship, or support to less experienced Support Escalation Managers to resolve customer issues.
  • Leads inter-regions, cross-regions, cross-group, or account team unit (ATU) initiatives by creating plans and managing relationships with other business units
  to improve the customer support experience for a group of customers or a specific region/area. Acts as a subject matter expert on best practices to support
  the customer experience.
  • Reviews status updates to customers and provides informal guidance to others on communicating with internal stakeholders through various channels of
  communication for highly sensitive or difficult issues.
  • Leads strategic projects designed to improve resolution times, customer satisfaction, and support experience.
  • Proactively coordinates resources and establishes relationships to drive opportunities within the team and across stakeholder groups in postmortem
  discussions to remediate future issues.

Collaboration :-

• Leverages relationships across teams to remove roadblocks. Establishes and oversees the development of written protocols to ensure customer issues are
resolved. Identifies reoccurring roadblocks across the team and escalates as needed.
• Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers. Ensures existing processes are not a blocker to
customer issue resolution and influences the direction of process improvement efforts with a global perspective. Acts as an expert and provides informal
guidance to Support Escalation team members on how to handle moderate to highly complex cases.

Communication :-

• Manages customer and field expectations around issue response and represents the company independently. Ensures customer and MSFT internal stakeholders
stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive faster issue resolution.
• Identifies and builds strategic relationships with internal teams, partners, and communications with senior leadership to resolve issues that are complex in
scope.

Process Improvement :-

• Surfaces feedback from the team and drives collaboration across functions to
identify systematic issues and leads process breakdowns to ensure resolution/progress. Creates strategy for process improvements and leads project or workgroup to improve internal processes.
• Reviews postmortem executive summaries and identifies patterns across customer issues. Creates strategies to resolve reoccurring or highly sensitive issues in partnership with leadership.
• Owns and leads relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes.

• Manage Major Incident operations, including escalations, analysis, reports and resource alignment. Act as Incident escalation focal point, identifying and resolving conflict and bottlenecks Driving best efforts to restore Major Incidents within the agreed Mean time to restore(MTTR).
• Manage Confidential and Privileged content during Security Major Incidents.
• Leads cross-functional post-incident process reviews to ensure continuous improvement of operations and execution­, enabling the delivery of post incident reports to customers and stakeholders.
• Monthly performance review with stakeholders from different regions and technical competency to discuss the Major Incident performance for the month and derive improvement actions based
  on the feedback. Implement and drive such improvements within the Major Incident team.
• As a member of the Client Advocacy team attain complete responsibility of keeping the execs informed through high level communication emails.
• Internally transitioned projects from Europe into Global Major Incident Management process enhancing the scope of the team to make it a competency with a view to build one Major Incident team across the organization.
• Post transition, setup training and assessment sessions with Major Incident team and the engineering teams to ensure clear understanding of expectation on both sides.
• Responsible for internal capacity planning, hiring, onboarding, and training.
• Leads problem management function and root cause investigations for all major incidents, publishes Root Cause Analysis (RCA) reports to technology and business leadership, and tracks action items through completion with technology teams providing escalations and driving prioritization where necessary.
• Participate in CAB meetings and provide decisions from the view of management to help make sure that smooth implementation of Changes across the organization.
• Jointly worked from a management perspective with the development team to build an in house tool called NTT FLOW which is currently used for Major Incidents and engaging technical teams all in one place.

• Handling a team of 12 Major Incident Managers dedicated for handling Major Incidents for European clients such as Unilever, Maersk, Sanofi, Decathlon etc
• Managing performance and behavior of the team members through 1:1 meetings, coaching and mentorship.
• Responsible for metrics, people management, volume analysis, process enhancements, work allocation, trainings, best practices and actively participated in dry runs and live process.
• Ensuring daily handover is carried out between 3 shifts(APAC, EMEA and NAM).
• Ensuring Team and Individual KPIs are met.
• Ensuring that team is constantly chasing technical teams for RCA analysis as part of problem management and also identifying areas of continual service improvement as part of the Post MI activities.
• Handled Future Scheduled change Meetings and allocated Weekend DUTY Managers & MIMs.
• Actively participated in CAB(Change Advisory Board) Meetings and provided decisions from an operational perspective.
• Roster preparation making sure that there are enough MIMs across all shifts.

• Drive and Manage Major Incidents for all European clients as part of the EMEA shift.
• Run Major Incident Review calls, Log problem tickets and log service requests to track continual service improvement.
• Prepare weekly reports of the Major Incidents, Problem tickets and Service Requests and provide it to the management.
• Handle 6 Major Incident Managers and their day to day activities as part of the EMEA shift.
• Serve as primary contact for client queries and concerns.
• Step in as Manager for duty in absence of the Team lead.

• Responsible for managing configuration, Upgradation and testing of new Video conferencing devices.
• Supporting global teams on VC and hardware related issues as well as studying and analyzing the device logs for root cause analysis & supporting the teams in rectifying the issue and testing it accordingly. Raising RMA with Cisco and Polycom for faulty Video Conferencing Devices respectively.
• Constant Monitoring of Video Endpoints over EM7 for Alerts and informing the respective local onsite techs in case of unavailability of devices.
• Troubleshooting technical errors of video devices as well as performing Health check of video equipment's.

• Handling the bridge for various multipoint video conference events. Configuring and troubleshooting of CISCO/Polycom VC equipment's and infra devices such as Codian MCU, Codian Gateway, VCS, TPS, TMS.
• Worked on blue jeans cloud based network to connect VC events with external clients.
• Providing remote technical support for client's Video Conference schedules.
• Documentation of technical activities.
• Handling small Town halls events and VIP events.
• Managing resource for the total number of VC events for the next day. Performed codec health checks and upgrades