Bijoy Thomas: Assistant Manager Operations (Maharashtra) in Mumbai, MH

• SLA Management - Monitoring & reporting the same to HO periodically. • Daily activity on Calls logged, Server Call Log to provide solution to Educomp System users (i.e. Schools in Maharashtra) • Handling team of 20 Engineers. • Assigning Engineers towards critical calls and ensuring the same get resolved in24 hrs. • Asset & Inventory Management by tracking of material provided by HO, Warehouse. • Co-ordination with Sales Managers for debt related school ensuring replacement of repaired component against faulty components for the school towards collection of debts. • Group Meeting with vendors & engineers for guidance towards attendance, resolution of calls, etc.

for Tech Mahindra Business Services. April 2016 - Aug 2017 • Drive closure of local IT user calls that have not been picked up by the Service Desk within the timelines and specifications defined (SLAs). • Identify/ articulate a clear problem statement of production issues for resolver groups to act/ respond with appropriate priority. • Maintain a healthy dialogue with various resolver groups viz. local & onshore infrastructure teams for driving through effective resolution with minimum transactions.

? Managing a Team of 2 Incident Managers and 15 field engineers. ? Conducting interviews to select required engineers to be deputed at the site. ? Continuously monitoring resolution of open incidents and escalates when appropriate. ? Coordinating with all regional clients for escalated calls. ? Reviewing calls with Incident Managers and driving them to achieve target of over 85% SLA. ? Having meeting with the Regional Service Manager (RSM) on a weekly basis to ensure target SLA is achieved and escalations are reduced. ? Discussing issues faced by the field engineers with the RSM for a feasible solution. ? Coordinating with the HR in case intervention is required. ? Managing backend activity with Team Computers directly. ? Ensuring that reverse logistics happens smoothly as per agreed timelines. ? Maintaining contact list of Front line managers. ? Maintaining and ensuring periodic assessments of Assets and provide real time asset details whenever required. ? Preparing and broadcasting regular performance reports. ? Ensuring that Asset standards, global policies, processes and guidelines are followed locally. ? Reporting to local Senior Manager on agreed metrics.

? Reviewing and auditing the incidents with the team on a daily basis for performance. ? Ensuring that all Teams follow the incident management process for every incident. ? Have been appreciated by the CFO’s office and also by the GM (Allied Digital Services Ltd) for the outstanding services to the customer. ? Client interaction to understand the business needs, project objectives, gather requirements, develop, test and deploy PwC software’s (EXE, MSI, BAT files) across the network via LANDesk. ? Configuring and installing LANDesk Agent on all the client systems of PwC. ? Maintain and monitor the smooth functionality of the LANDesk Mgmt Suite Server for tasks like software deployment, remote control. ? Coordinate with the LANDesk Technical Team for assistance and resolve critical issues. ? Coordinate with and assist location engineers (in India) to verify successful implementation of the agent and other software’s on the client systems. ? Creating software reports, inventory reports, etc as per the client requirement.

? Acted as a Technical Lead and supported the Project Manager in achieving the project objectives ? Vendor management/vendor meetings. Maintain and understand the Services Level Agreements of all the Vendors. ? Maintain and update Asset Inventory regularly. ? Played an instrumental part in the successful implementation of the Centralized Service Desk (C.S.D) project which looks into solving the technical queries of BPCL users at a national level. ? Have been appreciated by the employees of BPCL at different managerial levels including the DGM (Deputy General Manager) and also by the GM (Wipro InfoTech) for the outstanding services to the customer

Worked as a Faculty Engineer imparting professional training on courses like- ? Hardware / A+. ? N+ / CCNA. ? MCSA / MCSE ? Novell Linux ? Provided training to corporate & students from various walks of life. ? Responsible for maintenance of the technical infrastructure of the Institute