Roshan Basantani
Nagpur
Summary
Accomplished Deputy Manager with extensive expertise in SLA reporting, data analysis, and stakeholder communication at HCL Tech. Successfully led a team of 10 analysts to enhance service performance and ensure compliance with established service level objectives. Former Team Leader at NCR Corporation India Pvt. Ltd., overseeing operations for the Maharashtra region and supporting a team of 45 engineers. Proficient in addressing customer concerns, conducting root-cause analysis, and implementing corrective actions to elevate service delivery standards.
Overview
14
14
years of professional experience
Work History
Deputy Manager
HCL Tech
Nagpur
04.2024 - Current
- SLA Reporting Manager: Tracking and maintaining comprehensive SLA reports for multiple global customer accounts, tracking service performance against contractual agreements to ensure compliance with service level objectives.
- Data Analysis: Analyzing large datasets to identify performance trends, root causes of SLA breaches, and areas for improvement, providing actionable insights to senior management.
- Stakeholder Communication: Regularly communicating SLA performance to internal and external stakeholders, and presenting detailed reports to clients and senior executives.
- Team Leadership: Leading a team of 10 reporting analysts, providing training and mentoring to enhance their skills in data analysis and reporting.
Team Leader
NCR Corporation India Pvt. Ltd
Nagpur
01.2016 - 04.2024
- I was supporting the Maharashtra region as a Field Service Specialist under the assistance of the Field Service Manager, with a team of 45 engineers.
- Driving the entire territory operations in a good manner.
- Attending all the Customer and Territory review meetings.
- Handling all the customer concerns, queries, and giving timely resolutions to their escalations.
- Handling the complete territory resource management consists of 42 field CEs.
- Proactively extending support to the field CEs wherever I understand my involvement is needed.
- Developed and maintained working relationships with all key customers in the designated territory.
- Monitoring customer SLAs closely for timely CE attendance and resolution.
- Performing root-cause analysis and preventive measures for repeated escalations.
- Analyzing issues for missed targets, and implementing corrective actions.
- Preparing a report by conducting a complete data analysis and delivering a territory review to management.
- Keeping good coordination at all levels of people to have complete knowledge.
Customer Service Engineer
NCR Corporation India Pvt. Ltd
Nagpur
09.2011 - 12.2015
- Worked as an ATM and Network Engineer at the Nagpur location, Maharashtra.
- Leading the team, field operations, and flow of tickets to be addressed within customer TAT.
Lab Coordinator
Maples ESM Technologies PVT. LTD
Pune
10.2010 - 03.2011
Education
B.E - Computer
NAGPUR University
01.2009
HSSC -
MSBSHSE
01.2005
S.S.C -
MSBSHSE
01.2003
Skills
- Team Leadership
- Operations Management
- Project Management
- Staff Management
- Performance reviewing
- Reporting and documenting
Personal Information
- Date of Birth: 11/18/86
- Gender: Male
- Nationality: Indian
- Marital Status: Married
- Passport Status : Available
Languages
- English
- Hindi
- Marathi
Hobbies and Interests
- Watching Cricket & Movies
- Playing Indoor games
- Like to spend time with family
Technicalskills
- CCNA (ICND2 200-101), 415832463826ILCG.
- Microsoft Certified Professional (Installing and Configuring Windows Server 2012), E768-3928.
- Good hands-on experience with Excel, Power-BI & Tableau.
- Knowledge of ITIL 4 foundation.
Timeline
Deputy Manager
HCL Tech
04.2024 - Current
Team Leader
NCR Corporation India Pvt. Ltd
01.2016 - 04.2024
Customer Service Engineer
NCR Corporation India Pvt. Ltd
09.2011 - 12.2015
Lab Coordinator
Maples ESM Technologies PVT. LTD
10.2010 - 03.2011
B.E - Computer
NAGPUR University
HSSC -
MSBSHSE
S.S.C -
MSBSHSE
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