George Mathew Menackil
Process Excellence Manager at HCLTech | Expedition Leader | Motorcycle Enthusiast | Art Lover | Doting Father | Trier | Empath
- Role
- Process Excellence Manager at HCLTech
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About George Mathew Menackil
Versatile Knowledge Management Specialist, and a certified PRINCE2 Practitioner with…
Experience
Process Excellence Manager
Aug 2022 — Present · Bengaluru, IN
Define, setup the Knowledge Management Framework and own the Knowledge Management process- Collaborate across the organization with stakeholders, service teams and SMEs to develop and support new and existing products, features and services- Develop a roadmap strategy and process governance for implementing knowledge management that builds upon industry best practices- Identify areas where required technical or procedural knowledge is missing- Build knowledge content, coordinate knowledge changes, and implement the changes for all delivery teams- Conduct incident analysis to identify opportunities for improvement and bridge knowledge gaps- Adhere to editorial and quality specifications per Documentation Standards (Process Guidelines)- Standardize best practices and process frameworks across multiple projects- Manage new projects on transition phase for Knowledge Management- Lead and manage a team of Knowledge Managers working for Telecom, Media, Transportation, Retail, Consumer Goods and Packaging vertical, responsible for KM operations and staffing- Utilize operational data to drive productivity- Facilitate and drive service improvements- Drive cost efficiency by optimizing resource headcount while maintaining the same or better operational levels- Coach, mentor and develop the team including new employee onboarding and providing career development planning and opportunities- Have refresher sessions with the team on KM best practices on a periodic basis- Encourage team to plan their time-off in advance.
Skills
- Customer Relationship Management (Crm)
- IT Management
- Service Management
- Service Desk
- Service-Level Agreements (Sla)
- Outsourcing
- Data Center
- Itil V3
- Team Leadership
- IT Service Management
- Service Delivery
- Incident Management
- Team Management
- Sla
- IT Strategy
- Transition Management
- Itil
- Sharepoint
- Vendor Management
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