Nov 2023 – Jan 2025 · 1 yr 2 mos · Gurugram, Haryana, India

• Manage multiple customer engagements simultaneously ranging from SMB to Enterprise level customers.
• Coordinate with team of Cloud Engineers for executing projects and deliveries in alignment with agile methodology.
• Manage monthly project budgets and ensure maximum delivery in-line with the scope with minimum budget threshold breach and overages.
• Plan weekly, biweekly, and monthly sprint planning meetings to effectively plan deliverables and track project efficiency.
• Act as the primary point of contact for multiple customers, help to plan as well as oversee ongoing operations of our service delivery and ensure seamless service delivery.
• Create monthly, bi-weekly, and quarterly business reports and present the same to customers that demonstrate the ongoing value that our services provide.
• Create and managing schedules in conjunction with cloud engineers and providing updates to customers on progress.
• Collaborate with cloud engineers on ongoing backlog grooming and seek out new work within the bounds of active customer engagements.
• Manage customers, aligning business objectives with coordinated service deliveries, and ensure that our customers maximize the value they are seeing from their investment.
• Work with customers by utilizing project management skills to conduct project onboarding (on-boarding schedules and tasks), long range planning, conduct customer environment maturity reviews and propose solutions and upgrades which align with customer's organizational goals and objectives.
• Provide guidance on how best to utilize our services, provide an escalation point for issues, and help provide reporting to ensure customers’ faith in the service..

May 2022 – Nov 2023 · 1 yr 6 mos · Gurugram, Haryana, India

• Hosting various internal trainings/sessions for Problem and Incident Management to ensure that the technical teams within Rackspace are aware about the process and related activities and know the contractual obligations in terms of SLAs and other agreements, as per which the BAU tasks are to be managed and services to be delivered to the customer.
• Active participation in client/customer interactions, interaction with customer’s 3rd party service providers to ensure smooth transition of the services from them to Rackspace.
• Actively working on delivering RCA documents to the client for every major outage reported in the environment, within the agreed SLA timeframe.
• Coordinate with different technical teams and Incident Management team to gather alert and incident data, trend analysis of the reported incidents and alerts to isolate pain areas and top talkers (CIs) which are triggering repetitive incidents, reducing the count of INCs by taking proactive actions.
• Preparation of daily and monthly status reports and presenting the data to the customer over calls as and when requested, preparation of reactive and proactive action item tracker and following up with the technical teams regularly for updates on active actions.
• Additional Responsibilities : Creation of process workflow documents (Problem and Incident), runbooks, and SOPs, highlighting process gaps and identifying remediation actions to mitigate the same, CSI related activities which majorly include suggesting improvements in the existing infrastructure and identifying the same via proactive analysis, coordinate with the process architect and sales team for creation of ITSM services offerings catalogue to be used for pitching the services to potential customers/clients.

May 2020 – May 2022 · 2 yrs · Noida, Uttar Pradesh

• Coordinate with Incident management team and gather the data of the priority-1 incidents closed in the last 24 hours and open a problem case for the respective incidents and align them to the respective resolver group.
• Coordinate with the customer to open problem cases for severity 2, 3 and 4 as per their request and gather the required information and the timeline of the incident from the incident management team to take the problem investigation further.
• Represent Ongoing and ageing problem cases and discuss the progress on investigation of the cases over weekly and daily client calls.
• Prepare daily, weekly, and monthly reports and present the same to the management of both customer and HCL as well.
• Coordinate and manage the Problem Management process activities with Service delivery managers, service lines and client.
• Drive effectiveness and efficiency of Problem Management process Liaise with customers, IT executive, IT platform managers. Participating in Problem Management meetings and reviews.
• Complete insight of Root Cause Analysis and problem resolution within given target duration, ensure necessary reports are reviewed and delivered to customer (e.g., RCA, Post Implementation Review).
• To be proactive in identifying problems and coordinate with various technical service lines to find the problematic CI’s and open proactive problem tickets for them to resolve the issues in the infrastructure components even before incidents are reported for them.

Oct 2018 – May 2020 · 1 yr 7 mos

• Coordinate with major incident management team and monitoring team to gather the data of the incidents reported/closed in last 24 hours and host daily problem candidate board call along with IBM service managers to discuss the reported incidents and which are eligible problem candidates.
• Host kick off call for newly assigned problem cases, invite technical leads, SIL, DPE over the bridge to discuss the incident and what steps were taken to fix the issue and to decide a plan need to be followed to find the root cause in accordance with the SLA, agreement from the technicians for action items as and when required.
• Host weekly client call and represent the data concerning ongoing and backlog cases and latest updates on them, new problem cases and their assignment status, handling client queries pertaining any of the problem cases.
• Define problem management processes and procedures, prepare process documents, and modify them, as per the discussion between the relevant stakeholders, post their approval, and to ensure same are adhered by technical teams. Liaising with Customers, IT executives and IT platform managers.
• Host Problem Management meeting at regular intervals with the technical SME's, leads to check on the problem investigation progress along with the assignment issues.
• Acting as a Focal for Problem Management issues analyzing critical incidents and closed problems to identify and act upon trends tracking open problems and identifying any problem that requires enlarged focus to meet agreed target levels.
• Closing any associated problem investigations and ensuring adequate documentation of the resolution, Log Known Errors as and when Root cause is discovered to drive the permanent fix/temporary workaround and share the details with Service Desk for reference.
• Log Problem records for critical and high priority (P0, P1, P2) and follow Five Why Analysis methodology to investigate the Root Cause behind the issues.

Dec 2016 – Oct 2018 · 1 yr 10 mos

• Driving all High Severity Issues (P1/P2) Resolution bridge calls for service restoration, effective coordination, escalation, notification and resolution.
• Facilitate the support teams and Stakeholders on the bridge and ensuring that the issue is resolved within the assigned SLA window.
• Close coordination with other Support groups like Windows, UNIX, Storage, Back-up, MNS, Database, VMware, LINUX, AIX, Citrix, Network etc. for resolving all the infrastructure issues within SLA.
• Sustaining high uptime for IT infrastructure services. Delivering as per defined OLA and SLA.
• Following up with onsite teams across various IBM centers to resolve and coordinate during Incidents and changes.
• Following the Incident Management process cycle for every client specific /IBM Center Outages per ITIL compliance inculcating Change Management as per requirement and customer suggestion.
• Participation in daily service review meetings discussing and sharing the incident occurred across shifts and domains such as backups, Networks, console etc.
• Managing/driving ITIL best practices/Service Delivery & Support for Global support center such as SLA/OLA driving RCA for clients.
• Leading SRT’s to ensure incident is resolved and services are restored by engaging the SDM’s whenever required to get the necessary approvals, following escalation and notification process every time to avoid any hit to OLA/ SLA’s.
• Coordination with Problem Management team and driving the Problem Management process for the Sev#1 cases by making sure that resolver group has opened a PM ticket for every High Severity Issue and proper Root Cause has been provided with in the defined
• Preparation of daily huddle report and chairing the call for the same on daily basis and briefing the management and other stakeholders about the process health, backlog of incidents (all priorities), taking care of the Incident part in IPCR (Incident Problem Change Requests) report and sending the same on daily basis.

Sep 2013 – Nov 2016 · 3 yrs 2 mos · Noida Area, India

• First point of contact for all the high priority incidents (Severity 1/2).
• Opening and driving the bridge call initiated in the situation of high priority incidents.
• Coordination with different offshore and onshore teams, clients, vendors and management and ensuring the presence of all the relevant stakeholders on the bridge call.
• Conducting POD and DSR call engaging different teams, resolver groups and client representatives as well to discuss about the process health and operations, hosting SRT and CWT calls as and when required.
• Preparation of known error report and incident timeline report and sharing the same with the problem management team.
• Maintaining the Incident record sheet, preparing MOM’s, Managing and coordinating activities during overall Incident life cycle, to ensure completing the incident record prior to Problem Management handover.
• Reviewing the incidents which have missed the SLA and checking the cause of the same and sharing the findings with the different teams, preparing action plan and sharing feedback with the responsible technician.
• Preparation of weekly and monthly SLA report and sharing the same with the management.
• Timely communication of most updates status of the ongoing incidents (email and text notification and calls) as per the defined SLA.
• Coordinate with Technical Groups, Delivery Executives and other key stakeholders to ensure information flow for Major Incidents.
• Coordination with technical teams as per the defined OLA for any escalation received regarding high priority incident/critical issues.

May 2013 – Sep 2013 · 4 mos · Noida Area, India

• Leading the team while enacting as the Customer Experience Lead and coordinating with Operations Lead to ensure that the team is following the process as per the guidelines.
• Working knowledge of the service management framework as defined in ITIL v3 – specifically the interdependencies that impact the SR service resolution.
• Making sure that the process documents are properly updated and reviewed in a timely manner.
• Expert in the service provider organizations and the capabilities of resolver teams within them.
• Conducting daily POD and DSR calls.
• Responsible for ensuring the backlog count remains low and SLA's are met.

Feb 2011 – May 2013 · 2 yrs 3 mos · Gurgaon, India

• Joined as Consumer Technical Support Associate.
• Resolving technical issues reported by US based customers over the call concerning their Dell products like laptops, PC's, Printers.
• Helping customers setting up a newly received system, helping with OS and software installation, hardware component installation and part replacement as well.
• Taking remote session of the customers via Dell-Connect software and resolving PC slowness issues, virus/malware threats, software upgrade/installation etc.
• Coordination with third party supplier for arranging and sending required Field technicians to in-warranty customers for part replacement and addressing any issue which could not be handled over the call.
• Selling annual service contracts, warranties, parts, and performance enhancement software to the customers post resolving the reported issue.
• Performed as an acting Team Lead at numerous occasions when the Team Lead wasn’t around and handled the team escalations, client escalations and other deliverables.
• Worked with the quality control team for a brief period and performed regression testing, did scrubbing of the requests raised in Siebel tool by the service agents and checked if the quality parameters were followed or not and ensured that process hygiene was in place.

Sep 2009 – Feb 2011 · 1 yr 5 mos · Gurgaon, Haryana

• Joined as a Customer Service Executive.
• Taking inbound calls related to the queries about the products listed online, assisting customers with placing orders and product selection, helping customers with locating their packages.
• Calling carriers like UPS, FedEx and inquire them about the status of the orders.
• Creating replacement and refund for the orders if the customer didn’t receive them or if they are lost in transit.
• Handling customer escalations