Jasleen kaur

Operations Associate

Noida, Uttar Pradesh, India7 yrs 7 mos experience

Highly Stable

Key Highlights

Experienced in managing critical IT incidents
Strong background in customer service management
Proven ability to mentor and train teams

Stackforce AI infers this person is a Service Management professional with expertise in IT incident resolution and customer support.

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Skills

Core Skills

Incident ManagementIt Service Management

Other Skills

Team ManagementCritical Incident Stress ManagementSupport ManagementCommunicationTeam MentoringCustomer Relationship Management (CRM)Customer Service ManagementEscalations ManagementConversation ManagementCustomer Issue Management

Experience

7 yrs 7 mos

Total Experience

7 yrs 7 mos

Average Tenure

7 yrs 7 mos

Current Experience

Tech mahindra

2 roles

Service Manager

Oct 2018 – Present · 7 yrs 7 mos

Team ManagementCritical Incident Stress ManagementSupport ManagementCommunicationTeam MentoringCustomer Relationship Management (CRM)+4

Senior Technical Associate

Oct 2018 – Present · 7 yrs 7 mos

Worked as Senior Technical Associate from October 2018 till date. Customer Service Manager for AT&T Service Management.
Worked on incident and service management management processes by triaging, prioritizing, and coordinating resources to restore service operations for critical IT incidents.
Act as the first point of escalation for high-severity incidents, working with technical teams.
Develop and maintain detailed incident reports, presenting incident metrics and performance data to senior management.
Collaborate with IT, operations, and customer support teams to ensure effective communication throughout the incident lifecycle and minimize service downtime.
Train and mentor junior incident management staff to ensure consistency and effectiveness across the team.

Team ManagementCritical Incident Stress ManagementSupport ManagementCommunicationTeam MentoringCustomer Relationship Management (CRM)+6