Abdul Mannan Saeed
Senior Analyst at HCLTech | Business Analyst | Digital Marketing | Customer Success Manager | Former Lecturer in Management.
- Role
- Senior Analyst at HCLTech
- Location
- Lucknow, UP, IN
- LinkedIn followers
- 500 followers
About Abdul Mannan Saeed
Experienced Business Analyst and Customer Success Manager with a strong track record in…
Experience
Senior Analyst
Sep 2023 — Present · Lucknow, IN
As a Senior Analyst at HCL Technologies, working on the Verizon project, I specialize in tickets and incident management. My role involves ensuring seamless operations and swift resolution of technical issues to maintain high service standards.Key Responsibilities:1. Ticket Management- Oversee the ticketing system, prioritizing and assigning tickets based on urgency and business impact- Ensure tickets are addressed within SLA guidelines, maintaining high levels of customer satisfaction- Monitor ticket status and provide regular updates to stakeholders on progress and resolution timelines.2. Problem Resolution- Analyze and troubleshoot complex technical issues, providing expert guidance and solutions- Engage with technical teams and vendors for advanced problem-solving and issue resolution.3. Reporting and Documentation- Generate and analyze incident and ticket management reports to identify trends and areas for improvement- Maintain accurate and detailed documentation of incidents, resolutions, and procedural updates.4. Customer Service- Act as a liaison between Verizon and internal teams to ensure clear communication and understanding of service issues- Provide exceptional customer service, addressing client concerns and queries promptly and effectively.5. Skills and Competencies- Strong analytical and problem-solving skills- Proficiency in incident and ticket management tools (ETMS)- Excellent communication and interpersonal skills- Ability to work under pressure and manage multiple tasks simultaneously- Detail-oriented with a focus on quality and accuracy- Customer-focused mindset with a commitment to delivering high-quality service.
Education
IILM Academy Of Higher Learning, Lucknow
Master of Business Administration
2017 — 2019
Integral University, Lucknow, Uttar Pradesh
Bachelor of Business Administration
2013 — 2016
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