Profile * A highly result oriented and organized individual. * Driven by systematic approach to solving problems. * Excellent communication skills * Ability to interact with people at all levels both internally and externally and maintain good relationships with both peers and staff * Proven ability to handle multi cultural team * Determined to learn and apply new ideas and skills * Able to handle multiple task and meet deadlines under pressure * Immensely enjoy navigating all aspects of complex work Areas of expertise Operations * Setting up targets and goals for team - setting and maintaining targets. * Coordinating sound integration with support functions viz. Quality, training, technology and HR to ensure smooth delivery of targets. * Providing cross training to associates to handle high volume situations and thereby increasing actual productivity. * Conducting continuous audits on MIS to ensure compliance and sound functioning of the process ensuring that the teams adhere to all the quality tool and procedures. * Undertaking responsibilities of removing redundant procedures in process for efficient function. * Preparing and compiling various weekly/ monthly MIS reports pertaining to process and productivity. * Driving Incident management call for major outages towards resolution. Client Coordination * Active and constant co-ordination with clients, ensuring adequate value realization for clients. * Designing, proposing and implementing various new business opportunities based on client requirements. * Effective communication with clients to make optimum use of available opportunities. * Proactive communication of issues/challenges and joint discussion on mitigation. Career Highlights Wipro Technology, USA. November 2016 till current Quest Diagnostics - Major Incident Management (November 2016 till today) Role: Major Incident Manager Responsibilities * Driving high / critical priority incidents towards closure by coordinating with multiple partners. * Build Knowledge Base for all known issues and reviewing the same at regular intervals * Design appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis * Attending conference and calibration calls with clients discussing the latest issues in the application/infrastructure. * Preparing the Application Call Statistics Report. * Handling Client escalation and feedbacks. * Driving the steering committee to provide end-to-end support involving various partners. * Planning and managing effective knowledge transition during the start of any new application support. * Constantly analysing the incident trend to identify permanent fix for all reoccurring issues along with the statistical report. * Driving internal and Client audits effectively without any observations / non-compliance. * Driving the efficiency and effectiveness of the Global Incident Management process. * Monitoring the effectiveness of Incident Management and making recommendations for improvement. Wipro Technology, India. May 2009 to November 2016 Pitney Bowes, Bangalore - Service Continuity Management (April 2015 - November 2015) Role: Service Continuity manager Responsibilities * I worked as Event manager as well in the role and my prime responsibility was to make sure that my team notifies the technical team about the alerts received in BMC patrol. * Prepared a report to monitor the alerts and work with technical team to reduce the alerts. * Prepare a report with event pattern and trend analysis to control the alerts. * Open a ERT (Emergency Resolution Team) call to understand the impact of the sev 1 alerts for any technical team. * Covert ERT call into ORT (Outage Resolution Team) call if there is any impact with the Sev 1 Alert. * Drive the ERT or ORT till resolution. * Send out the technical notification to all the stakeholders. * Make sure to check that the team submit Interim and Final RCA for the outages within SLA.

Highlights:

• Management
• Automotive
• Business Intelligence
• Data Management
• Distribution
• Forecasting
• Oracle Parallel Server
• Policies and Procedures