About
To serve a vibrant organization where my skills and capabilities would be explored in the best way for the organization benefit as well as my career. I love taking new challenges and accomplishing them while learning from them gradually.
Skills & Expertise (13)
Work Experience
Service Delivery Manager
Tech Mahindra
Jan 2023 - Present
Responsible for service delivery Management for oversees clients to ensure effective delivery of end-to-end services. Develop a deep understanding of projects to gain insight into the scope of service delivery and potential obstacles. Taking ownership and anticipating critical incidents, coordinating with resolution parties and establishing effective communication between stakeholders. Using tools such as sales force and service now to track and document key milestones with clients. Providing regular status updates and hosting weekly meetings to discuss progress and upcoming critical milestones with clients. Improved service quality, addressing client concerns promptly and professionally. Coordinated with multiple departments to ensure seamless service delivery across all touch points. Providing technical assistance in resolving technical issues by offering timely and accurate through various communication channels such as phone, email, chat and ticketing systems. Maintaining accurate and detailed records of clients interactions including problem descriptions, steps taken and solution provided. Managing the entire Servicer delivery lifecycle. This involves maintaining accurate service delivery plan, tracking key milestones and managing service delivery life cycle modification and amendments.
Application Manager
Ritam Digital
Jan 2021 - Jan 2023
Analyzing business operations and the business's computer systems. Making recommendations on whether to upgrade the existing systems or install new ones. Report on the progress of technical issues to senior managers, end-users and other stakeholders. Responsibility to ensure applications function smoothly and enable employees to perform their work. Liaison with technology and business partners to determine system needs, enhancements and changes. Leading teams of IT specialists in the implementation and upgrading of network hardware and software. Troubleshooting and resolving any problems with business application software.
Senior Representative Technical Support
Concentrix
Jan 2018 - Jan 2019
Take ownership of customer issues reported and see problems through to resolution. Research, diagnose, troubleshoot and identify solutions to resolve customer issues. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. Provide prompt and accurate feedback to customers. Ensure proper recording and closure of all issues. Prepare accurate and timely reports. Document knowledge in the form of knowledge base tech notes and articles. Follow the Service Level Agreement for issues with respect to the severity.
Analyst in Tele-networking Program
eClerx
Jan 2015 - Jan 2017
Review provided data by the client end. Check status of services on account in diagnostic tools. Take appropriate steps to resolve problems. Troubleshoot technical issues related to services. Communicate effectively and close the loop with clients in case of observations. Update status in internal as well as client tools.
Education
B.Tech (ECE) - Baddi University
2010 - 2014 · Afghanistan
Certifications
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Skills (13)
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