Sanjay BM
Bengaluru
Summary
Reliable management professional with several years of expertise developing top-notch skills in customer service and team leadership in the retail industry. Ready to take on new challenges in an exciting new position.
Overview
11
11
years of professional experience
Work History
Associate Manager
T-Systems ICT India Pvt Ltd
Bengaluru
01.2020 - Current
- Collaborated with senior management to develop annual operational plans.
- Identified opportunities for process improvements and increased efficiency.
- Managed daily workflow of team members to meet organizational goals.
- Maintained accurate records of employee attendance and payroll information.
- Created monthly reports outlining progress on key initiatives.
- Conducted regular performance reviews with direct reports.
- Facilitated the development of staff by providing training, coaching, and feedback.
- Created presentations summarizing quarterly results for senior leadership teams.
- Prioritized and delegated tasks for efficient completion within team environment.
- Evaluated performance of team members and provided consistent coaching to improve skills.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
Major Incident Manager
T-Systems ICT India Pvt Ltd
Bengaluru
01.2020 - 12.2022
- Monitored and tracked progress of Major Incidents from start to resolution using incident management tools.
- Developed and implemented processes for managing Major Incidents, ensuring that all stakeholders were kept informed throughout the process.
- Coordinated with IT teams to ensure service restoration was completed in a timely manner following Major Incidents.
- Assisted in developing training programs for staff on how to respond effectively when dealing with major incidents.
- Facilitated discussions between various stakeholders regarding strategies for resolving major incidents quickly and efficiently.
- Collaborated with cross-functional teams to identify root cause of Major Incidents, develop solutions and prevent future occurrences.
- Created playbooks outlining procedures for responding to different types of major incidents.
- Provided guidance on best practices for handling complex incidents and escalating issues as appropriate.
- Ensured compliance with internal policies related to incident management processes.
- Acted as an escalation point for unresolved or difficult major incidents.
- Provided technical support during the investigation into the root causes of major incidents.
- Prepared reports summarizing data on major incidents and presented them at regular meetings with senior management.
- Performed post mortem analysis of major incidents, identifying areas of improvement and recommending corrective actions.
Major Incident Manager
Larsen and Toubro infotech
Bengaluru
10.2018 - 01.2020
- Monitored and tracked progress of Major Incidents from start to resolution using incident management tools.
- Developed and implemented processes for managing Major Incidents, ensuring that all stakeholders were kept informed throughout the process.
- Coordinated with IT teams to ensure service restoration was completed in a timely manner following Major Incidents.
- Identified improvement opportunities within the Incident Management process and worked with teams to implement changes.
- Documented information before, during and after incidents in order to model trends, generate reports and recommend updates.
- Responded to critical incidents without delay.
Subject Matter Expert
DXC technology
Bengaluru
01.2016 - 10.2018
- Created technical documentation including system diagrams, process flow charts, and white papers.
- Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.
- Mentored junior staff members on best practices related to product design and implementation strategies.
- Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
- Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Analyzed key performance indicators to identify effective strategies.
Technical Support Representative
DXC technology
Bengaluru, KA
03.2014 - 12.2015
- Resolved escalated customer service issues in a timely manner.
- Monitored customer feedback to ensure high levels of satisfaction.
- Analyzed data from customer surveys to identify trends in customer needs and requests.
- Diagnosed system errors and implemented solutions to resolve them.
- Developed system documentation, user manuals, FAQs, troubleshooting guides.
- Troubleshot customer inquiries related to software and hardware issues.
- Provided technical assistance to customers through phone, email and chat support.
- Assisted customers with installation of new hardware and software applications.
- Documented all activities related to technical support including processes, updates, changes made.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
Education
MBA - Information Technology And Systems Management
NGASCE
Mumbai, MH12-2023
B.E - Electronics And Communication Engineering
Sri Krishna Institute of Technology
Bengaluru, KA07-2013
Skills
- Departmental management
- Department Oversight
- Results Analysis
- Staff Training and Development
- Strategic Planning
- Presentations
- Project Management
- Operations Management
Languages
English
Advanced
C1
German
Elementary
A2
Hindi
Upper Intermediate
B2
Tamil
Intermediate
B1
Telugu
Upper Intermediate
B2
Timeline
Associate Manager
T-Systems ICT India Pvt Ltd
01.2020 - Current
Major Incident Manager
T-Systems ICT India Pvt Ltd
01.2020 - 12.2022
Major Incident Manager
Larsen and Toubro infotech
10.2018 - 01.2020
Subject Matter Expert
DXC technology
01.2016 - 10.2018
Technical Support Representative
DXC technology
03.2014 - 12.2015
MBA - Information Technology And Systems Management
NGASCE
B.E - Electronics And Communication Engineering
Sri Krishna Institute of Technology
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