Prabhakaran Rajendran

• Work in conjunction with our lines of businesses to develop a successful strategic operational communication calendar for customers
• Write, edit, execute, and send customer communications on strategy and on time
• Execute communications effectively across all available communications channels
• Ensure brand consistency in image and voice in all communication touch points
• Proactively work with cross-functional/cross-organizational teams to effectively manage customer communication initiatives and objectives
• Support and implement creative processes and solutions for better business outcomes and increase the Company's net promoter score

• Manages computing environment to protect production systems critical to business success
• Acts as focal point for incident review and escalation if necessary
• Supports a computer operations environment that meets all service level agreements, e.g., 24x7 availability, response time parameters, etc
• And availability targets
• Familiar with the ITIL framework
• Provides immediate tactical response and coordination minimizing duration of service interruptions
• Partners with IT management to establish strategies and priorities for overall IT operations understanding current and future business demands
• Provides regular incident bulletins to teams concerning open or ongoing incidents
• Ensures effective and rapid response to major incidents
• Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident management process
• Facilitates daily, weekly and monthly tactical meetings as well as creates incident reports as determined by the business
• Works with external clients and other internal teams on an as needed basis.

As Incident Manager:

· Responsible for the entire Enterprise level Incident and its quality

· Trained and mentored new NOC analyst hires to decrease NOC incidence response time, to increase the ability manage more work in progress and to develop skills

· Performed as project manager, organizing escalations teams, recruiting applicable personnel, and driving efforts into solutions that satisfied customer, retaining continued business relationship with company

· Participate and lead improvement projects and Service improvements process and meeting

· Execution, monitoring and optimization of Incident Management Process according to ITIL framework and company strategy

As EUC Lead:

· Leading a team of 6 members and provide them support in terms of training, required access, SOP and Shift management.

· Meeting the provided Customer satisfactory survey target and other metrics set by the process and clients

· Co-ordinate incident resolution through to completion and monitor the status and progress toward resolution of open incident, under L1, L2 and hardware queue

· Handle escalation calls and request to appropriate L3 or resolver groups as required

· Monitoring and maintain the daily metrics to achieve the required SLA

· Managing and maintaining the queue and monitoring the breaks and AHT.

• Deliver service and support to end-users using and operating automated call distribution computer software, verbally and via remote connection or over the internet
• Walked customers through step-by-step process for troubleshooting software issues
• Assisted customers with anti-virus program installations, un-installations and virus removal
• Performed upgrades and installed updates
• Diagnose and resolve technical software issues involving internet connectivity, email clients, system restore, reboot issue, frozen screen, crashing of OS
• Identify and escalate priority issues per Client specifications Stay current with system information, changes, and updates
• Pitching for the AVG products to meet the sales target
• Meeting the provided Customer satisfactory survey target and other metrics set by the process and clients

• Handling Customer Queries based on Air India Aviation
• Handling queries from International Airport based on the Aviation report.