Priya Nandanwar

Responsibilities:

Coordinated project management operations using industry-standard tools and methodologies.

Pivotal in supervising more than 10 projects from scratch through delivery, by prioritizing needs and delegating assignments.
Establishing and maintaining processes to manage scope over the project lifecycle, setting project quality and performance standards, and assessing and managing risk within, and across, multiple projects.
Establishing and maintaining relationships with appropriate client stakeholders, providing day-to-day contact on project status, and changes.
Monitoring and assigning resources appropriately to streamline project efficiency and maximize deliverable outputs.
Contributed to strategic planning, executed tactical plans, and monitored progress; incorporated industry best practices, conducted internal and external benchmarking, and implemented standards, key measures, and metrics.

Responsibilities:

Manage critical incidents and problems, ensuring timely resolution and minimal impact to business operations. Develop service level objectives, and supervise the team to ensure objectives are achieved.

Manages the overall Service Desk and Command Center performance for the regions of responsibility, as well as the performance of individual SMEs and analysts.

Act as a liaison between the service desk, technical teams, and senior management to provide updates on escalated incidents and problems.

Active involvement in employee development through documentation of SOPs, training, and coaching of existing as well as new joiners about the process flow and the tools used in the ITIL domain.

Work with leadership on forward planning and statistical analysis to review case volume/mix, and escalate where needed to optimize team resources.

Collaborate with cross-functional teams to identify and address underlying issues causing escalations.

Create and maintain escalation procedures and playbooks to guide the team in resolving complex issues.

Actively drive process improvements, feedback sharing, upskilling/cross-skilling, and work flexibility in a close team environment.

Drive continuous improvement in service desk processes through the identification and trending of key performance indicators (KPIs), and guide the team for the implementation too.

Create and manage reports to leaders, as well as stakeholders, about all aspects of IT Technical Management, including Triage & Resolution SLAs, Backlogs Tracker, Individual Accounts Performance reports, and Escalations (if any). Provide daily, weekly, monthly, and fortnightly performance status with details and performance reporting to assist the delivery manager and project heads.

Responsible for prompt resolutions of all incidents and escalations brought to the attention of the Service Desk, which notifies senior management of non-routine problems or issues.

Provided regular updates to clients on project progress, and managed stakeholder expectations.

Logged and tracked incidents and service requests in the ITSM tool, ensuring timely resolution and appropriate prioritization.

Responsibilities:

• Responsible for effectively provisioning of Incident Management, working closely with different resolver towers to undertake effective Problem Management

• Be available to handle complex calls/ cases. Referring more complex issues or reconfigurations to appropriate specialists.

• Monitor for outages and make sure the outage process is promptly followed – Co ordinate with teams, create ITS ticket, send notifications.

• Maintain information into call tracking system and manage those issues to resolution.

• To prioritize workload and escalate high priority calls/tickets to the team as require.

• Provide L1 & L2 IT service support - perform troubleshooting and resolve, if possible, perform Request fulfillment too

• Involve in Onboarding Process, New Joiners Interview, Shift Roster, Attendance & Leave Management, Queue Management, MI Calls, Quality Input, Streamlining the process.

• Coach & guide team members, especially new hires with questions they may have to identify & deliver their training requirements.

• Monitor and Configured SLA of the tickets and manage client & tickets escalation as and when occurred.

• Confident in dealing with all levels of clients both internally & externally – function in a close environment & communicate within team as a single unit on daily basis.

Responsibilities:

• Manage entire technical support process by attending & updating tickets (incident &request) in the tool and monitor the team performance in processing and closing tickets within the SLA.

• Responsible for new user creation, access modification of existing users, group creation in Active Directory.

• Monitor associate’s daily activities and performance within helpdesk metrics – Average speed of answer, Average handling time, First call resolution, tickets closure within SLA and incidents resolution efforts made by the associates.

• Increase the customer experience by proactively identifying and resolving escalation occurred, proper channelization of tickets among associates to reduce the volume and to reduce the rate of repeated incidents creation.

• For being single point of contact for client need to provide best practices by contacting and updating them regarding their priority tickets through calls, emails.

• Findings for New Transition and learning about the process and same informed to associates on frequent basis.

• Daily meetings with team regarding the team performance and preparation of review reports for each associate.

• Responsible of presenting Minutes of Meetings, Daily & Monthly Service Reports to the immediate supervisor.

• Responsible for conducting weekly & monthly meetings and provide relative reports to the clients if require.

Responsibilities:

• Responsible for managing customers portfolios, analyze financial and operational information.

• Execute complex financial duties in the preparation of financial reports with understandable writing skills.

• Responsible for managing client’s portfolios with a view to maximize their investment returns with minimum risk.

• Analyzing information and preparing plans best suited to individual client’s objectives.

• Analyzed Mutual Funds in detail from all segments i.e. over 300 Mutual Funds in two years of tenure. Explore the suitability of the Fund in respect to Funds performance over years.