Samson Myla
Secundrabad,TG
Overview
14
14
years of professional experience
Work History
Operations Manager
NetEnrich. Inc
- Work as part of the Incident Management team to Work with other teams to identify improvement opportunities and ensure the end-to-end success of the Incident Management process
- Align IT services with client, business and industry best practices
- Manage incident management bridge calls with support teams, on-call support application teams, and management
- Lead and motivate a team of 20 to drive Customer Service Desk Operations aligned to the organization goals by monitoring/mentoring, providing feedback analysis and annual appraisal cycles according to the KPI's
- Perform confidently and authoritatively in the role of incident management subject matter expert and lead customer personnel in responding to fast-paced incidents.
Assistant Manager | CRM
Cloud4c Services Pvt. Ltd.
02.2022 - Current
- Act as the primary focal for Infrastructure Service Operations; managing day to day relationships with us outsource providers, and internal IT groups to ensure our services and processes are operating effectively including Helpdesk, Executive Support, our Center of Excellence, and our 24/7 IT Services portal all focused on simplifying how our users seek and receive IT services
- Provide timely and accurate reports to include Weekly Activities Reporting, Monthly Reporting, and After-Action Reports following major outages/incidents
- Serves as an escalation point for the potential system, application, and/or infrastructure-related issues, working with the team to validate whether or not issues being encountered are indeed relating to a technical failure, and coordinating the adjustment of the tools being used by the team if this issue was not identified prior to the escalation
- Involve stakeholders across all hierarchical statures to compare development plans with actual progress; ideate remedies for divergence, non-compliance, and retention / attrition management
- Coordinate BCP processes via rigorous mandatory compliance training initiatives across all teams
Operations Manager
NetEnrich. Inc
05.2018 - 01.2022
- Manage and handle overall service delivery of customer remote Infrastructures, emails, SLA tracking, and adherence
- Function as a point of escalation for Incident Analysts
- Notify both Problem Management and interfacing Service/Help Desks regarding Major Incidents
- Ensure the Incident Management process operates effectively and efficiently
- Implementing Scrum/Kanban process for tracking and resolving customer escalations by providing RCA with a remediation plan
- Facilitating and piloting Major Incident Management Bridge calls for highly sensitive and business-critical issues
- Ensuring proper escalation procedures are followed and respective stakeholders are engaged on the call to drive for resolution
- Attending regular progress meetings with Senior Managers and Directors to streamline the process
- Manage and Mentor Monitoring Teams, Service Desk, and Incident Management teams
- Oversee all operations, paying attention to areas in need of improvement, and making notes of employees who are struggling
- Design and lead training programs so all team members can upskill and be capable of succeeding in assigned tasks
- Create and maintain all case notifications within target service level agreements
- Consults with other teams on proper integration and correlation of the change, incident, and problem management process and their respective areas
- Applying effective incident management protocol to streamline incident logging, reducing redundancy, and speeding up the resolution process
- Identify and confirm performance problems and notify Managers/ Leaders
- Worked under ITIL framework as the Incident Management Lead
- Maintains trend data and metrics related to changes, incidents, and problems for clients and executive reporting
- Monitor all Major Critical Incidents, provide timely updates to our customers, and track them till closure
- Make decisions regarding real-time incident resolution activities and selecting client situations for executive and management escalation updates
- Handling Customers under Shared and Dedicated infrastructure and meet all the SLA's as promised
- Communicate with Command Center Operations regarding potential impacts to the business
- Manages and leads customer and internal communication, technical and management escalations.
Escalation Manager
Netenrich.Inc
05.2017 - 02.2018
- Responsible for ensuring that all Business Operational tasks and Service Delivery are adhered to
- Reported and escalated efforts to resolve complex customer experience problems
- Provided process improvement recommendations for improving customer experience
- Analyzed escalation trends and produce strategic recommendations to proactively addressed systemic issues
- Reviewed & analyzed customer health trends to proactively identified and resolved issues before a customer escalates
- Created and implemented workflows and mechanisms for worker hotline escalations across suppliers
- Balanced the time between escalations, and continuous improvement of workflows and mechanisms for handling escalations
- Communicated with and earning trust across multiple functions and influenced senior leadership
- Lead and motivate the team to drive Customer Service operations aligned to the organization goals by monitoring/mentoring, providing feedback analysis and annual appraisal cycles according to the KPI's Managing Client Escalation Calls, Emails, and RCA globally on issues, queries, or concerns reported, by coordinating with respective departments for resolution
- Patch Management
- Problem Management
- Weekly and Monthly Report Analysis
- Delivering regular team huddle communications and organizing monthly meetings
- Working with the management & technical teams and contributing towards the development and implementation of organizational strategies, operational systems, processes, policies, and practices.
Incident Management Lead
Netenrich.Inc
05.2015 - 02.2017
- Single point of contact for the organization for all internal NOC-related reporting, metrics, health checks, driving improvement, and day-to-day operations
- SLA Management, RCA, reviewing and ensuring the incident's impact are prioritized accordingly
- Incident Management, Escalation Management, Client communication, and coordination across the organization
- People and shift management
- Team Management - Leaves and Shift Management
- Patch Management Weekly, Monthly Reports
- Ensure that the incident management process is followed, and that incident and problem record accurately reflect actions taken to restore service and that changes to Configuration Items are recorded
- Manage incident management bridge calls with support teams, on-call support application teams, and management
- Perform confidently and authoritatively in the role of incident management subject matter expert and lead customer personnel in responding to fast-paced incidents
- Create and maintain all case notifications within target service level agreements
- Consults with other teams on proper integration and correlation of the change, incident and problem management process, and their respective areas.
Service Delivery Specialist
Netenrich.Inc
01.2014 - 05.2015
- Attending calls/email requests from Partners/Clients
- Worked on the Ticketing system for the alerts that we receive as per the urgency
- Ticket assignment to the respective teams and follow-up, if necessary, based on the criticality
- Tracking SLAs and alerting teams to make sure all the SLA parameters are met
- All the customer requests are ticketed, and the concerned team is notified to complete the request
- On every Critical incident received, making a call and notifying the Customer regarding the alert while engineers work on it
- Work with problem management to identify reoccurring incidents and support service improvement plans to negate the reoccurrence of incidents
- Assist the engineering team in notifying our customers of tickets that need attention.
Technical Support
Knoah Solutions
01.2012 - 12.2013
- Worked as a Technical support engineer for KPO based process
- Assisting our customers in using the Language Learning Software
- Troubleshooting the issue which occurs while installing/Learning
- Attending meetings on the betterment of troubleshooting skills
- Assisting customers over the phone/email and Chat
- Handled multiple customers and concerns at the same point
- Calling back the customers if the issue persists and helping them to resolve it.
Techincal Support Analyst
Sitel
01.2010 - 10.2011
- Handled ISP issues for our client Earthlink
- We help the customers to get connected to the internet service and also provided mail assistance
- Worked on issues related to Dial-up/DSL/Email clients
- Assisted customers with issues related to security software on installing it and troubleshooting the same
- Upsell products to our customers as per their needs
- Called back our customers to assist if the issue was still not resolved
- Provided extra mile support once the issue was fixed.
Education
Bachelor of Commerce - BCom -
Karnataka State Educational Development Council
Skills
- Communication Skills
- People Management Incident Management
- Service Delivery and Assurance
- Business Continuity Planning
- Customer / Stakeholder Management
- Onshore / Offshore Co-ordination
- Stress tolerance, Team Building, Strong management, and collaboration skills along with never-give-up characteristics
- Transparency and Accountability
- Cross-Functional Collaboration (Global)
- Strategic Decision-Making
- Major Incident Management
- ITIL Foundation
Websites
Languages
ENGLISH (Professional working proficiency)
TELUGU (Native or bilingual proficiency)
HINDI (Elementary proficiency)
Personal Information
- Father's Name: Solomon Joseph Myla
- Mother's Name: Nirmala Myla
- Date of Birth: 12/06/87
- Marital Status: Married
Hobbies and Interests
- Playing Football
- Playing Badminton
- Listening to Music
- Traveling
- Road Trips
- Learning something new.
Timeline
Assistant Manager | CRM
Cloud4c Services Pvt. Ltd.
02.2022 - Current
Operations Manager
NetEnrich. Inc
05.2018 - 01.2022
Escalation Manager
Netenrich.Inc
05.2017 - 02.2018
Incident Management Lead
Netenrich.Inc
05.2015 - 02.2017
Service Delivery Specialist
Netenrich.Inc
01.2014 - 05.2015
Technical Support
Knoah Solutions
01.2012 - 12.2013
Techincal Support Analyst
Sitel
01.2010 - 10.2011
Operations Manager
NetEnrich. Inc
Bachelor of Commerce - BCom -
Karnataka State Educational Development Council