Rajesh K
Incident Manager
Summary
Effective written and oral communication skill With more than 14+ years of experience in Critical Incident Management, Problem Management , Track lead,Quality Analyst ,Support engineer , Customer service and customer relation management ,Strong analytic/ trouble shooting skill with team player.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
1
1
Certification
4
4
Languages
Work History
Critical Incident Manager
HCL Technologies ltd
Chennai, Tamilnadu
04.2015 - Current
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Helped streamline repair processes and update procedures for support action consistency.
Senior Quality Analyst
iOPEX Technologies
Chennai, Tamilnadu
04.2013 - 12.2014
- Screening incoming and outgoing calls to ensure quality, customer service, and adherence to the policies and procedures of the organization based on S4 framework.
- Monitoring Remote Desktop, to verify agent’s performance on Ticketing time, Productivity, troubleshooting (Part of SLA).
- Verifying the Solution Tool Kits used on the call and also monitor the Ticket Creation, validation and verification. (i.e. Business Policy)
- Manage and train resources to ensure quality and consistency of service for Service desk.
- Has knowledge of commonly-used concepts such as S4(Start, Solve, Sell, Summarize) practices, and procedures within a particular field.
- Coordinate and organize weekly Bridge calls with clients and Calibrate scorings of the team’s performance.
- Quality on Quality has been implemented to ensure overall scoring meets with Client’s SLA.
Senior Support Engineer
CSS Corp
Chennai, Tamilnadu
04.2011 - 02.2013
- Guide and lead team members to deliver products/services that meet or exceed the customer requirements.
- Staffing & coordinating the daily allocation of work.
- Motivating the team to achieve high standards and KPI(Key Performance Indicator’s).
- Coordinate and organize weekly conference calls with clients and provide updates on the top call generators.
- Communicating strategic plans, goals, objectives, assignments, and actionable events to the team, including deadlines and timeframes for completion as well as distributing the workload (i.e., planning performance)
- Monitoring the status of work and identifying and solving problems (i.e., monitoring performance)
- Coaching the team in problem-solving methods, work methods, and in consensus-building activities, and training or arranging for the training of team members in skills, methods, and techniques necessary for completing individual and team tasks (i.e., developing performance)
Customer Service Professional
SITEL
Chennai, Tamilnadu
11.2010 - 04.2011
- Responded to customer calls and emails to answer questions about products and services.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Approving hardware dispatches for the outbound team.
- Taking Heat checks for IB agents and confirm resolution to the customers
Education
Diploma in Computer Technology - Computer Technology
Moderator Gnanadasan Polytechnic
Nagercoil 04.2002 - 03.2004
B.C.A - Computer Application
University of Madras Chennai
Chennai 03.2008 - 12.2010
Skills
Incident priority assessment
Effective communication
Post incident reviews
Data collection and review
Resolution team engagement
Impact limitation processes
Technical documents comprehension
Staff education and training
Technical issues analysis
Customer service expert
Certification
ITIL V3 (Cert#GR750324341RK)
Declaration
I hereby declare that the above furnished documents are true to the best of my knowledge and belief.
Timeline
Critical Incident Manager
HCL Technologies ltd
04.2015 - Current
Senior Quality Analyst
iOPEX Technologies
04.2013 - 12.2014
Senior Support Engineer
CSS Corp
04.2011 - 02.2013
Customer Service Professional
SITEL
11.2010 - 04.2011
B.C.A - Computer Application
University of Madras Chennai
03.2008 - 12.2010
Diploma in Computer Technology - Computer Technology
Moderator Gnanadasan Polytechnic
04.2002 - 03.2004