Sunil Vittal Rao

Roles and Responsibilities:

• Developed strong relationships with key stakeholders to facilitate smooth coordination during crisis situations.
• Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
• Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management.
• Reduced downtime during incidents by proactively identifying potential risks and mitigating them in advance.
• Spearheaded the adoption of ITIL best practices within the organization, contributing to standardization across departments.
• Improved major incident resolution times by implementing efficient processes and communication strategies.
• Tracked metrics involving critical incidents to model trends, produce reports, and make effective recommendations for improvements.
• Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
• Enhanced team performance by providing regular training, coaching, and feedback to staff members.
• Streamlined incident management procedures with the development of clear guidelines and standardized workflows.
• Collaborated with cross-functional teams for faster incident resolution and improved service quality.
• Served as a trusted advisor to clients during major incidents, providing guidance on mitigation strategies while maintaining open lines of communication throughout the process.
• Successfully managed high-pressure situations involving multiple parties, demonstrating excellent conflict resolution and negotiation skills.
• Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.

Roles and Responsibilities:

• Working as a part of 24x7 Major Incident Management team – providing end to end Major Incident Management for internal and external clients.
• Manage all Priority 1 and P2 incidents and drive to resolution.
• Manage all high priority incident communications to senior management via telephone, email and SMS text messaging.
• Dealing with critical service failures, involving the management of technical terms tasked with restoring service individually and on conference calls where the restoration of service requires multiple team participation and the distribution of incident related communications to the business community.
• Working closely with Problem Management and Change Management functions where necessary.
• Pro-active management of lower level incidents to ensure these does not escalate into major incidents.
• Populate, review and distribute Major Incident Reports.
• Setup and facilitate Post incident review meetings, document actions and ensure a smooth handover is done to problem management to ensure root cause analysis is progressed.
• Work in close liaison with change management to ensure relevant change controls are raised following corrective actions on major incidents.
• Provide support, coaching and guidance to all junior Incident Managers.
• Set up and manage technical/management conference calls for high priority incidents.

Additional Initiatives:

• Performing Training workshop for new joiners in the Team to train them on the entire process and monitoring their transition.
• Preparing/Managing P1/P2 Monthly reports.
• SPOC for maintain the quality of tickets by performing daily checks and audits.
• Generated weekly and monthly outage reports provided to senior management.
• Organized Team Building activities to help the team performing efficiently.

Roles and Responsibilities:

• Help Callers connect to VPN.
• Domain and VPN Administration.
• Domain account creation, configuration and deletion.
  Troubleshoot internet connectivity issues.
• Interaction with various Referral group for resolving Caller’s Queries
  Interaction with clients for Process updates.
• Provide solution to callers by emails by monitoring the mailbox.
  Configuring outlook and troubleshoot outlook issues.
• Provide technical and hardware resolution on calls.
• Password reset to different domain and VPN accounts.
• Hands on experience on creating ITSM Incident management tickets (ITSM 7.1 and ITSM 7.6), SRMS.

Addtional Initiatives:

• IPhone’s and Windows Phone configurations.
• Started a fortnightly presentation for the Clients by doing in-depth analysis of calls received on new products which would help them in developing better products in future.
• Re-structured the escalation procedure suggested by the client that helped in streamlining and reduced the number of cases escalated to the clients.
• Initiated Performance improvement plan for non-performing employees.
• Updated the knowledge base by providing documentation of certain issues to the Clients.
• Corrected the database of any errors and updating the database for new issues.
• Interacted with the clients directly on day to day basis regarding technical issues.
• Have been a part of the training process of the new data base.
• Have been training agents on the floor on the Remote Desktop tool.
• Have been conducting workshops for the agents on the floor.

Roles and Responsibilities:

• Researched product's technical specifications and accurately communicated information.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
• Responded to customer calls and emails to answer questions about products and services.
• Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
• Placed outbound customer service or customer satisfaction calls to follow up on issues.
• Met customer call guidelines for service levels, handle time and productivity.
• Cross-trained and backed up other customer service managers.
• Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their purchases or subscriptions.
• Trained new personnel regarding company operations, policies and services.
• Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.