MEENAKSHI OVHAL

Leading Infra and operations projects working with individual clients, As well larger group of business.

• Project Management- Work with global business units APCA & EMA .responsible for creating a detailed project plan that outlines the scope, objectives, deliverables, timeline, and resources required for the project. craft strategies, create roadmaps for business. BCP Management for location.
• Stakeholder management: They are responsible for identifying and engaging key stakeholders, including project sponsors, team members, and other relevant parties, to ensure their involvement and support throughout the project.
• Communication management: They are responsible for establishing effective communication channels and ensuring that project information is shared
• Budget management: responsible for managing the project budget, ensuring that expenditures are within approved limits , also monitor and control project costs throughout the project lifecycle.
• Team management: responsible for leading and managing the project team, including assigning tasks, providing guidance and support, and fostering a collaborative and productive work environment.
• Program Management: Planning, executing, and monitoring various programs and projects related to IT operations. Complex problems solving

oversee the design, implementation, and maintenance of the organization's technical infrastructure and manage the delivery of IT services to internal and external stakeholders. This includes leading a team, managing vendor relationships, ensuring compliance with SLAs, contributing to IT strategy and planning, managing risks, and optimizing resource utilization

• Determined technical requirements for projects and set work deadlines.
• Connected with clients to identify needs and provide helpful solutions.
• Collaborated with engineers to produce timelines, production roadmaps and scenario plans.

Analyzing technology needs, providing technical support, managing the service desk, and ensuring efficient service delivery. This includes troubleshooting technical issues, coordinating with vendors, managing service requests, overseeing incident management, and maintaining service level agreements. Additionally, they may be responsible for identifying opportunities for process improvement, monitoring system performance, and providing technical guidance to team members.

• Maintained quality-focused performance benchmarks and schedules when directing project teams.
• Expanded or modified system to serve new purposes or improve workflow.
• Developed and managed project plans while providing status updates to management.
• Consulted with management to reach agreement on system principles.

Train employees on the usage and functionality of CRM systems and processes within the organization. This includes developing training materials, conducting training sessions, assessing training needs, monitoring performance, and continuously improving training programs. The goal is to ensure employees have the knowledge and skills to effectively use the CRM system and follow established processes, leading to improved customer relationship management and organizational efficiency.

Managing different functions in the Branch i.e

• coordinating with various stakeholders to ensure successful implementation.
• Provided training and assistance to new joiners.
• Setting up the framework for Relationship Management taking care of new project.
• working on Tickets. Resolving customer related & escalated issues

Incident Management: Logging and documenting user-reported incidents or service requests, including gathering relevant information Troubleshooting and Resolution: Attempting to resolve user issues by providing step-by-step instructions, troubleshooting techniques, or known workarounds. If unable to resolve, escalating the issue to the appropriate support teams User Support and Assistance: Assisting users with general IT queries, password resets, software installations, and basic system configurations. effectively. Ticket Management: Managing and prioritizing incoming tickets or requests in accordance with defined service level agreements (SLAs) and escalation procedures. Timely resolution and effective communication with users. Documentation and Knowledge Base: Creating and maintaining documentation for common issues, troubleshooting steps, and resolutions. Contributing to the knowledge base to enable self-help for users and facilitate efficient issue resolution. Communication and Customer Service Continuous Improvement: Identifying recurring issues or trends and suggesting improvements to prevent future incidents