SHILPA PD

• Interface with the Account Team, End Users, Technicians, Internal Management and related departments that impact an incident/service
• Identify process failures, resolve issues in scope or escalate for support resulting in exceeded SLAs and Client Satisfaction
• Manage service calls, analyse trends for process improvements & update issue logs
• Monitoring of Aged Service Requests and document the reasons and escalate for resolution
• Support the field engineers with escalations, help with research and ordering of parts and any issues pertaining to service requests
• Monitor service calls from the time of their creation till resolution
• Continuous coordination with the engineers to ensure SLAs are met and exceeded
• Identify potential SLA misses and escalate them according to the defined procedure
• Analyse recurring issues and implement corrective action plans
• Work closely with Service Delivery Manager to identify the resource requirements of a region/account
• Responsible for the SLA, C-Sat and Productivity metrics for the assigned region
• Organize and prioritize service calls based on the SLA using relevant tools
• Monitor and analyse overall SLA performance. Develop and implement procedure for improving SLA performance to achieve contracted levels of SLA commitment

Tools used: ITSM and ITST (Client), GLS (Mapper), SRMS (Client), ESM-Enterprise Service Management (SNOW), Service Console & Power BI

Additional Tasks:

• HeadTrax Management working on HeadTrax tool on the HireRight management
• Commercial document and compliance (Change management)
• T&M Activities
• Quality Analysis

• Developed and maintained courteous and effective working relationships.
• Provided professional services and support in a dynamic work environment.
• Exercised leadership capabilities by successfully motivating and inspiring others.
• Skilled at working independently and collaboratively in a team environment.
• Handled 5 clients/process: - BT-Noc, E-Mail APAC, Baxter back office, Shared cluster, HCL NOKIA Swivel desk and GGP Swivel Desk.
• Incident management.

• Create various types of tickets for the incidents occurring worldwide.
• Calling up the clients to make necessary amendments to update the tickets.
• Interaction with clients for process updates.
• Working on escalations and high priority issues.
• Handling domain logon issues by logging on to Terminal server for password resets and Unlocking of accounts etc. for Qtafe (Queensland TAFE) Clients