Sugandhi Shekhar

• Led major incident management efforts to restore service continuity, minimizing downtime and impact.
• Coordinated cross-functional teams during high-impact incidents to ensure timely resolution and communication.
• Facilitated post-incident reviews to identify root causes and implement preventive measures for future incidents.
• Developed and maintained incident response plans, enhancing overall incident management efficiency and effectiveness.
• Utilized ITIL best practices in managing incidents, improving service delivery and customer satisfaction metrics.
• Mentored junior team members in incident management processes, fostering skill development and collaboration.
• Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
• Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
• Fostered a culture of continuous improvement within the organization through consistent review and refinement of existing processes.
• Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
• Coordinated with external vendors to resolve incidents involving third-party systems, ensuring minimal impact on business operations.
• Reduced system downtime by proactively monitoring network performance and addressing potential issues before they escalated.
• Ensured compliance with industry standards by staying up-to-date on best practices in incident management methodologies.

Accomplishments

• Directed global P1/P2 critical incident response strategies among cross-functional infrastructure teams employing Birlasoft’s iSight framework to lower mean time to resolution (MTTR) by 15% and sustain average 99.9% server uptime rating for enterprise accounts.
• Coached and developed junior support analysts in incident triage ITIL methodologies and platform-specific ticketing tools, resulting in improved adherence to team-wide SLA metrics.

• Actively involved in monitoring and assigning tickets to team members, ensuring adherence to all service-level agreements (SLA)
• Identifying process gaps, developing and maintaining SOPs(Standard Operating Procedures) for future reference
• Ensure the team remains updated on the latest technologies, learns from case resolutions, documents knowledge, and facilitates knowledge transfer
• Resolving tickets across severity 1 to 4, prioritizing workload to meet customer needs, and handle escalated cases
• Participating in Hiring, training and mentoring new team members

Accomplishments

• Led an automation project to mitigate repetitive issues resulting in 80% reduction
• Received client appreciation for delivering exceptional user support. Spearheaded Initiatives to enhance processes and maintain centralized workflow documents

• Working on Voice/Chat and Email Support
• Handled end user IT issues through various communication channel
• Providing outstanding user support across networking, applications and various tools
• Applied proactive case management strategy and streamlined escalation procedures to stellar customer service
• Outstanding service desk associate; exceeded KPIs for 3 consecutive quarters
• Mentorship and training deliveries to new hires

Accomplishments

• Outstanding service desk associate, exceeded KPIs for 3 consecutive quaters
• Mentorship and training deliveries to new hires

• Engaged in hands on troubleshooting of customer issues
• Tackling internal and external application-related issues
• Conducting tasks related to security issues
• Created troubleshooting workflows and actively involved in process changes
• Recipient of best performer award for maintaining CSAT scores and living company values, Dec 2013
• 95%+ scores in quality parameters on process, soft skills and communication

Accomplishments

• Recipient of best performer award for maintaining CSAT scores and living company values, Dec 2013
• 95%+ scores in quality parameters on process, soft skills and communication

• Focused on achieving KPIs and quality metrics aligned with business objectives
• Engaged in troubleshooting network, email client and operating system issues
• Responsible for managing escalations, mentoring, and on-the-floor support
• Consistently upheld top ranking status on key performance indicators (KPI)
• Recipient of best engineer award for surpassing CSAT scores, Dec 2012

Accomplishments

• Consistently upheld top ranking status on key performance indicators (KPI)
• Recipient of best engineer award for surpassing CSAT scores, Dec 2012

• Resolved and escalated customer issues to ensure timely solutions
• Planning execution of next day's tasks, follow ups etc
• Developed framework to exceed key performance metrics including CSAT, FCR, AHT, TTR
• Ensured high CSAT scores by consistently monitoring customer feedback and service quality.
• Received customer commendations for delivering exceptional support during service interactions.

Accomplishments

• Best engineer in maintaining consistency in CSAT, May, June and Aug 2008
• Customer appreciations on exceptional support