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Senior Specialist Problem Management and Service Level Management

Location:
Dubai, Dubai, United Arab Emirates
Posted:
January 29, 2017

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Areas of Expertise

Problem Solving, Developing Framework and Implementing Plans, Understanding risk based Project Management, Developing Stakeholders Relationships, Appreciate & Understand Global Work Cultures, Excellent Communication Capabilities, Adaptable to Dynamic work Environment, Analyzing Customer experience & applying best practices, Team & Resource management, understanding of Six Sigma, Defining and Implementing Reporting Metrics, Performance Management, Developing Standard Operating Procedures.

Certifications

-ITIL V3 Foundation Certified

-ITIL Service Operations Certified

-Lean Six Sigma Yellow Belt Certified

-HDI Support Center Manager and Team Lead Certified

-PMP Trained

Senior Specialist HSBC Service Level Mgmt & Problem Mgmt - IT Quality – Dubai, UAE

Since September, 2014

-Spearheaded branch visits, the MENA COO Initiative to identify customer issues.

-Co-ordinate monthly visits across UAE along with the Specific Point of Contacts (SPOC) for all functions.

-Consolidate the identified gaps with supporting evidence to initiate process improvements.

-Agree and assign actions to the various functions, setup meeting to track them to closure.

-Monthly Dashboard reporting for MENA Executive Committee view along with the benefits of the visits and challenges.

-Governing the management of root cause analysis of the problems of Bank’s Critical Technology services.

-Identifying gaps by conducting Incident reviews and Major Incident reviews for issues having major detrimental impact on customer service.

-Build strong relationships, to execute Problem Management activities with minimum conflict.

-Conducting trend analysis to identify common themes from the reviews and actively drive improvement initiatives.

-Interfacing with Business Risk & Control Management (BRCM) and Audit for risks and vulnerabilities identified with systems.

-Provide service performance leadership and innovation by performing independent assessments and identifying assessment opportunities.

-Execute standards and policies that define service agreement hierarchy and ensure that governance of services maintains a high-level of integrity.

-Actively manage agreements (e.g. PLAs, TSAs, OLAS, etc.,) and capture in a timely manner, service performance information leading to effective performance assessments.

-Actively manage service expectations and agreement reconciliation aligned to business partner’s expectations.

-Timely implementation of recommendations made by internal/external auditors and external regulators.

-Globally consistent and best in class service level management and improvement policy, processes and tools established and effectively used regionally.

-Work with other Global and Regional Service Level Management and Problem Management professionals on defining and adopting globally consistent information framework along with consistent metrics and key performance indicators.

- Creating Global views of service performance and ensuring service performance breaches are communicated and appropriate service improvement plans are initiated.

-Providing consulting services to all HTS and Business groups to communicate and educate persons on best practices of Problem Management.

Incident Manager HSBC India Incident Management, Global Service Center Hyderabad / Mumbai – IT Operations

September 2012 – August 2014

-Led the alignment project of India Incident Management team to the group standards and visited Hong Kong for the same.

-Successfully led the integration project of Incident Management team across 5 entities within India.

-Successfully led the Mumbai Incident Management team during the team integration.

-Managed major IT incidents for 19 sites across 6 countries for Global Resourcing and restore services as quickly as possible and minimize adverse impact of Business Operations.

-Ensured proper communication is shared with Senior Management and Business Unit heads via Incident Reports and calls.

-Successful in cross training the India Incident Management team in Hyderabad and Mumbai for services utilized by Global Resourcing users located across 6 countries, INM (Indian Mercantile) & GLTi entities in India.

-Led the Global Incident management MI and KPI meetings to review and implement Management Information which suits globally.

-Was successful in Implementing Global Standard tools and processes within Incident Management team, India and Global Resourcing.

-Organise Global Incident Management forums and Community of Interest to standardize KPIs, toolsets and communications methodology.

-Managed the crisis calls effectively to ensure fast recovery of IT infrastructure with minimal impact to the business customer.

-Documented the standard process for Continuous Improvement for Group Incident Management.

Senior Specialist HSBC Service Quality Change Management, Global Service Center, Kolkata – IT Operations

November 2010 – August 2012

-As a part of governing body, ensured all the change standards set are followed across the group.

-Led the deployment of the HSBC Service Management (HSM) solution (Global Service Desk [GSD], AlarmPoint and Cognos) to various IT and non-IT entities within HSBC.

-Provided post-implementation support for a defined interval after the deployment is complete. Answer any process-related questions raised.

-Supported the Regional Lead during the User Acceptance Testing (UAT) effort.

-Ensured that the tool set enhancement is clearly documented in Quality Centre and put into development in agreed timelines.

-Formulated the Initial Request (IR) for reports based on Business Requirement.

-Led the Cognos reporting projects from the Change domain perspective.

Assistant Manager HSBC Central Team Service Desk, Global Service Center, Hyderabad – IT Operations

February 2008 – November 2010

-Worked on standardization of Incident Logging procedures across all the helpdesks to establish a consistent practice across the group and endorsed by HSBC Service Management.

-Acted on Multi user incident triggers in a region on behalf of Global Help Desk to intimate the stake holders in other regions.

-Communicate change alerts that would adequately educate the Service desk to handle incidents that may arise due to changes.

-Monitored Global Helpdesk incidents during Global Service Desk (GSD) rollout and identified the deviations and alleviated them by highlighting them to the helpdesk management for improvements.

-Created & implemented workflows/SOP’s to facilitate structured support and to make the process more efficient.

-Was responsible for overall analysis & delivery of the meaningful MI for multiple regions within the Service Desk portfolio through Business Intelligent tools (Cognos & Datamart).

-Queried the Incident aging, Frequent caller/Repeat caller report, Chaser caller report and Customer Experience Report. Work on fixes to curb the Frequent/ Repeat callers.

-Maintained and reported the attrition % [forecasting & tracking] for the senior management.

-Led the best practices forum ensuring that all the service desks follow the best practices. Identify the gaps across various skilled based queues and work toward filling the gaps.

-Random call monitoring, analyzing performance and providing valuable feedback as well as charting out plans for improvement in quality and service standards.

Assistant Manager HSBC Group Private Banking Helpdesk, Global Service Center, Kolkata – IT Operations

June 2007 – February 2008

-Created and sustained an environment that fosters development opportunities and motivates high performance through effective management, career development and man force retention.

-Appropriately managed top, middle & bottom quartile and ensure structured action plans for the same.

-Created a supportive work environment with an approachable attitude and help analysts perform better.

-Closely monitored call coaches and call trends and gave inputs to curb potential show stoppers.

-Always encouraged in building a culture where team members appreciate each other’s work, while fostering a healthy competition in being the best.

-Planning targets, monitoring them and ensuring achievement of overall targets on a daily, weekly & monthly basis.

-Conducted appraisals, PDP’s (Personal Development Plans) and one-to-ones.

-Nominated team members for the workshops as per the areas of development and business requirement.

IT Analyst & Help Desk Trainer HSBC Global Service Center, Kolkata – IT Operations

April 2006 – June 2007

-Coached and mentored team members with different skills on training and coaching.

-Performed regular audits of Call coaching scores and dissatisfied customer satisfaction surveys for Service desk, proposed and implemented plans to improve the CSAT scores and was successful.

-Worked with regional onshore Quality teams, shared best practices and contributed towards standardizing the Customer satisfaction surveys for Service desk across different regions.

-Mentored and coached non-performers within team members and was successful in improving their performance.

-Received compliments on call and emails from onshore users for efficiently dealing with their queries.

-Selected as process trainer for IT Service Desk and trained 3 tranches. Ensured trainees went BAU as per schedule.

Customer Service Executive - Payments HSBC Global Service Center, Hyderabad - Operations

March 2003 – March 2006

-Processed international payments.

-Received compliments on call from customers and emails from business for efficiently dealing with queries.

-Awarded best performer of the team award several times.

-Promoted as checker and releaser of payments for high value funds transfers.

-Promoted as Call Specialist SPOC for handling escalations.

-Selected as Trainer & SPOC for new team members.

Other Achievements

-Spearheaded Branch Visits in MENA region, the MENA COO Initiative to identify customer issues and initiate projects to address them.

-First individual to achieve Six Sigma Yellow belt certification in ITPO.

-Implemented a Six Sigma Yellow belt project on “Reduction of Abandoned % in GLTi Helpdesk” this resulted in reduction of abandoned % in GLTi helpdesk from 19.6% to 5.8%.

-Monitored and suggested measures to the leadership team which resulted in reduction of the Incident Logged with blank Configuration Items from 20% to 2% within 2 months.

-Received the several Super Star awards for excelling in process and customer service

-Spearheaded corporate sustainability activities for IT in GSC Kolkata. Which included developing a Training Module for Basics of Computers Course for the orphanage kids.

Academic Credentials

1998 to 2002

Bachelor of Technology in “Electronics and Communication”

JNTU, Hyderabad.

74.7 %

1996 to 1998

MPC, Board of Intermediate

Kasturba College for Women

90.0 %

1996

School of Secondary Education [SSC]

St. Ann’s High School

87.7 %



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