Kashyap P.

About Kashyap P.

Profit-driven and process-oriented manager of multimillion-dollar IT operations and…

Experience

1. Senior Professional Service Delivery Coordinator

   DXC Technology

   Dec 2019 — Present · Hyderabad, IN

   Incident and Service Request management ensuring that ensure SLAs are achieved and client expectations are met andexceededDefinition of Service Level Agreements (SLAs) related to contracted services and that escalation flows are in place, advisetechnically on escalationsPerformance profitable and quality services per. Specify systems, processes and methodologies, to ensure effectivemonitoring, control and support of service delivery. Report flash per agreed schedule (or on request), including managementand account performance reportsResponsible for the delivery of services within the SLAs, KPIs and to ensure quality of servicesEnsure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control andsupport of service deliveryPlan and schedule resource to the requirements of the business. Ensure knowledge to staff on Customers systemsWork as a team member within the organization to provide a resilient service to our customersReview & Reporting with focal point on zero errors and meeting 100% SLRs. Provide daily/weekly/monthly Service Deskreports with analysisPublishing support documentation to assist staff with requests for information & provide staff training if requiredHandling major incidents by coordinating with multiple teams. Intermediate awareness of IT Infrastructure Management aswell as technology stack within the space. Manage outage events proactively and lead from front while acting as a PriorityEvent ManagerBasic knowledge/awareness of Desktop, Network, Telephony & Customer ApplicationsKnowledge on SLA and KPI. Call Speed to answer, abandon rates, customer satisfaction and dissatisfaction rates, responseand resolution times on incidents, resource optimization, shift rostering, utilization and productivity etc.

Education

• University of Mumbai

  Bachelor in Management Studies

  1996 — 2003