Alistair Bastian

About Alistair Bastian

Strategic ITSM and Service Assurance leader with 18+ years of experience driving…

Experience

1. Sr Manager Quality and Compliance

   NTT DATA, Inc.

   Jul 2014 — Present · IN

   Job Profile:Lead and monitor the Standards and Compliance team, to deliver organizational objectives to achieve total customer experience and enhance KPIs Organization• Strengthen and support the organization to improve total customer experience (TCE) and establish improvements in line with the business strategy• Responsible for quality engagement programs with Global Operations and Service Delivery team at various levels to improve KPIs • Establish best practices sharing for process development to reduce time taken to turn around and closure • Develop processes, and best practices and identify tools to improve quality• Responsible that Operational processes comply with quality standards through stringent audits People • Identify process gaps, execution errors, and documentation issues• Reduce behavioral errors through knowledge transfers Automation and Systems• Reduce error rate by developing business rules and automation on systems • Data governance and error gaps reduction by working closely with automation and system teams to improve CRM tools and Inventory databases using the learning collected by periodic reviews. Intelligence and Analytics (KPI)• Record, analyze, and distribute statistical information to improve first-time right behavior • Collaborate with regional leaders to review effectiveness/relevance of KPIs

Education

• St. Francis junior college

  Higher Secondary, science

  1994 — 1996

• St. Xavier's College

  Diploma, Electronics and telecomunication

  1996 — 1999

Skills

• Management
• Team Building
• Networking
• Hp
• Coordination
• Service Management
• Computer Hardware
• IT Outsourcing
• Team Management
• Troubleshooting
• Vendor Management
• Windows
• Transitions
• Customer Relationship Management (Crm)
• Customer Relations
• Strategic Planning
• Incident Management
• Wan
• Problem Solving
• Escalation Management
• Operations Management
• Transition Management
• Service Delivery
• Bpo
• Remote Infrastructure Management
• IT Service Management
• Scheduling
• Team Leadership
• Microsoft Office
• Project Management
• Program Management
• IT Operations
• Cisco
• Performance Management
• Servers
• Itil
• Sla
• People Management