Yogendrah Vir

• Implemented performance management program to bring KPIs improvement for CSAT, FCR, Handle Time, and Resolution time.
• Actively engaged in crucial initiatives such as Salesforce CRM implementation, Sabre central adoption and PSCS Yammer Channel Launch.
• Ran project to enhance knowledge article adoption rate from 30% to 70% across global teams within 6 months.
• Working on MORs and utilizing Qlikview and Sense data analysis.
• Continuously enabled team to to take on new global roles and help bring efficiencies in 24*7 Support.
• Drove team’s knowledge and learning to reduce 2nd level escalations.
• Actively engaged in developing next line of leadership.
• Achieved “Effective” Rating in last Leadership Quality Index survey.
• Regularly engaged in Hiring, frequent Check-ins, Local site initiatives, workforce planning, and employee engagement activities.
• Actively engaged in Customer visits, Sales meets and critical escalation management including Incident Management.
• Acting as IND spoc for PSCS teams.

• Managed Backup and Storage team for US based Automobile client.
• Covered service delivery, people management and reporting activities to meet contractual agreements.
• Brought in efficiencies by cross skilling team on all storage technologies.
• Managed service delivery Targets along with team's performance review.
• Identified process improvements via collective team engagement.
• Reduced backlog to less than 5% on day to day basis.

• Took paternity break from career to spend time with newborn child.
• Happen to enroll as Career Development Facilitator with Dheya Career Mentors during this break.
• Utilized this time to learn how to analyze psychometric tests for school kids and help them choose career matching their personality, strengths, family background and finances.
• This was voluntary assignment that gave lot of insights and satisfaction

• Managed product support team of 40+, who were responsible for Adobe Creative Cloud Suite installation, troubleshooting, Licensing, Activation and collecting sales leads.
• Identified gaps responsible for SLA drops during Peak hours and improved SLAs by 8%.
• Engaged in Change Management, Audit Compliance, Process Quality, and Coaching.
• Handled Metrics reporting and Performance reviews.

• Managed team of 20+ Support engineers supporting Backup and recovery for Enterprise customers on Win and Unix platforms.
• Transitioned and setup of Appliance support team in India.
• Setup various process such as escalations management, sales engagements, Skill Matrix and salesforce CRM adoption.
• Supported Engineering teams with new release testing and Patch/Fix.

• Trained, Established and supervised Incident Duty Manager Team

• WorkForce Management tool Implementation
• Handled Critical Situation Manager Role for APAC
• Queue, SLA, Backlog & Escalations Management.
• Weekly Metrics Reporting & gap analysis with Support Director.
• Conducted weekly escalated case review calls for high priority issues and top$ clients.
• Increased same day resolution rate to 80%.

• Reduced backlog to 0%.
• Queue and SLA Management.

• Provided technical support to NetBackup/Backup Exec customers for backup and restore issues. Involved troubleshooting of OS, Networks, databases and applications.

• Provided technical support to Microsoft Windows Users.

• Sales and Customer care for Reliance Webworld.

• Managed Fast-food restaurant operations.