Ganesh G.

Service Manager @Tech Mahindra

Manchester, GB

Worked as SME for Request Fulfilment, Incident Management, Problem Management during project transition for Virgin Mobile and Telefonica UK client and transformation phase of Request, Incident and problem process implementation on client ITSM tool (Remedy). Taking care of whole transition activities, supervised all process related issues in coordination with client focal pointActing as primary SPOC for identifying and resolving conflicts and bottlenecks for client regarding process implementation. Arranging a meeting with client and tool team to close deliverables on timeIncident, Change, Service Request, Problem, Capacity, Availability, Access, and Service Level ManagementGoverning the Complete IPC Process in terms of Service Operations, Suppliers, Stakeholders, Escalations Managing team of 50 resources along with 20+ third party vendors ensuring smooth service delivery Mentoring team members on new process. Also involve in onboarding of new resources, along with training and KT to make them a smooth dive for projectsHandling daily/weekly/monthly review calls with clients and managed third partiesUndertakes monthly capacity reviews while working closely with the internal and external stakeholdersResponsible for driving 100% SLA metrics for the accountManaging risks and issues by establishing Risk and Issues RegistersEnsure team adherence to business and compliance requirements Knowledge management and knowledge sharing to the team