Surajchandra Rote

Currently working for GPSTech Screening application to help to screen the HSBC global customer to generate alerts on case manager for business review which include multiple screening applications. Also Regulatory compliance application managed from support perspective during 2019 to 2022.

Role and Responsibilities:

• Lead service quality initiatives across multiple business-critical applications, ensuring adherence to SLAs and KPIs.
• Drive root cause analysis and implement corrective/preventive actions to minimize recurrence of issues.
• Act as a single point of contact for service governance, audit, and compliance activities.
• Collaborate with global teams to standardize support processes and enhance service delivery.
• Roleswap automation through NOAH tooling.
• Conduct regular service review meetings with stakeholders and vendors.
• Mentor and guide team members on ITSM best practices and tools usage.
• Proven capability to automate manual activity and reduce toil.
• Trend analysis for Alert, Incidents.
• Infrastructure activity support, Runbook preparation meeting.
• Team handling for India region as well as cross collaboration with global regional teams.
• Issue reporting and escalation and representing into leadership forum along with documentation.

• British telecom project for UK region to fulfill wireless and wire line order management for lease line.
• Incident Management: Logging, tracking, and resolving technical tickets using ITSM platforms like Service Now.
• System Setup & Maintenance: Device imaging, software patching, and routine data backups.
• User Training & Documentation: Helping non-technical users understand new software and building knowledge-base articles.

• Trend analysis for Alert, Incidents.
• Handling customer requests.
• Weekend support.
• Creating knowledge articles and SOP.
• Handling business / Service desk issue.
• Roleswap, DR Activities.