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Job Profile:
* Monitor implementation of MIS processes and evaluate their
effectiveness.Standardize similar reports across clients, departments and teams
* Understand requirements, design formats, deploy formats, follow up with Business
development Team, Client Services Department, and Quality team and validate data
* Make company performance reports and analyzing them from company prospect
* Design and establish a Daily, Weekly & Monthly SLA Reports, and published in
respective team rooms.
* Assisted with automation of different department's manual processes by writing
VBA code and using macros and formulas to speed processes and maximize
accuracy.
* Handling multiple Accounts & Projects in the pooling environment.
* Create VBA programs to automatically update Excel workbooks
* Ensuring timely (SLA) coordination with queue managers.
* Developing Power point and PDF presentations for clients to show the technology
trends,benchmarks,industry trends, vendor/partner business trends for
management
* Assigning the work to the team and ensuring that all the reports were delivered on
time without any SLA misses.
* Ensuring requests and escalated as per the guidelines provided by the client.
* Escalating high priority requests to the respective Line of Services, Service
Delivery Managers to avoid SLA failure. Initiating and coordinating Service
Restoration Teams through Chats or calls where applicable.
* Responsible for ensuring all incidents and outages are opened in the timely
manner, properly documented, tracked, and resolved.
* Attending Daily and Weekly review calls in order to keep pace with the changes
being implemented in the process.
* Publish SLA Reports across all the categories for monitoring performance by the
stake holders.
* Worked as a Dispatcher, by actively monitoring the queues in every status,
scheduled works and outages in all areas.
* Analyzed, modified, and revised procedures to incorporate changes in user needs
and to maintain efficiency in data processing procedures.
* Process documentation on SLA & SOW (statement of work document), when it
requires.
* Simulate and finalize results after examining exceptions.
* Maintain and produce data quality and completeness report for each client for
both internal and client reporting globally.
* Publish account review deck with all metrics and exceptions reports.
* Deliver Information for security & audit processes
* IT professional effective at working with management in achieving operational
excellence, fostering open communication, and problem solving. Background
includes formal Infrastructure Support methodologies, managing relationships,
Client service
* Strong communication & interpersonal skills with proven abilities in client
Relationship Management & rendering Value IT services for Incident Management.
* Ensure that key Service Management/Delivery criteria are met to ensure
acceptable levels of service can be maintained e.g. training, support
documentation, security compliance.
* Preparing the KPI Reports as per the account requirement under pooling
environment.
* Extensively working on SLA Reports Metrics and deliver to project management
team across globally to review status on daily basis.
* Expertise in presenting the reports in various formats by using Microsoft Office
Suite (Excel, Word, PowerPoint & Access).
* Maintaining the Monthly Account & HR Forecasting reports.
* Can understand client requirements.
* Excellent ability to interface with clients, good team player.
* Have excellent communication and presentation skills.
* Ability to multitask and get the job done.
* Can analyze Problems and Formulate appropriate Solutions.
Performance Report
Tool