An ambitious and goal-oriented professional; offering above 9.7 years of rich experience with expertise in Application/Production/Technical Support with Excellent Customer Service

I am an ITIL certified professional over 9.7 yrs experience with strong experience in domains like e-Learning, e-Commerce, Internet Advertising, Oilfield Services, e-Discovery (Litigation Support).
• Expertise in management of IT Service operations with experience in setting-up / maintaining managed Services operations
• Playing important role in requirement gathering and analysis, solution proposals and work estimations
• Providing Technical and Functional assistance to team to understand the client requirements, client side quality and process trainings to team
• Supporting, documenting and maintaining software functionality
• Performing manual, functional testing as and when require
• Exposure in mapping client’s requirements, identifying improvement areas & acting as the main point of contact for their escalation
• Proficiency in setting-out quality standards for various operational areas, implementing quality systems & procedures to facilitate a high-quality customer experience while adhering to the SLAs
• Hands-on experience in identifying training needs across levels through the analysis of the existing level of competencies
• Driving new IT initiatives for Process Improvement and Quality Assurance
• An effective communicator, relationship builder & negotiator with capabilities to analyze & interpret unique problems; brings logical thinking to find the right solutions

Work Terms

Hours of Operations would be only over Weekend and would be covering IST timings for next 3 months; however, will make sure that assignments gets completed and have a proper communication with stakeholders on progress.