Narendra Kumar Tripathi

Lead Consultant @Infosys

Slough, GB

My role in the project team is to manage end to end delivery of end user Desk Side Support Services to customer across world, Incident Management, client interfacing, critical situation management, bring in transparency for compliance and auditing, work with client in defining project timelines, phases, budget and monitor deliverables, effort estimation and proposal development, build and recommend solutions for client requirements, review and recommend improvements based on best practices in the ITIL framework of Service Management in order to deliver high quality service in End User Computing space. Managing customers end to end Technology refresh and Client OS upgrade. • Responsible to build and recommend Desk Side Support solutions for client requirements, plan and prioritize projects, monitor project deliverables being delivered by vendors.• Responsible to develop End User Computing solution by participating in client meetings, identify and gather client requirements, form hypotheses and solutions, present findings, and recommendations to define and develop optimal solution for customer.• Responsible for gap analysis in the existing end user end point support space to enhance the existing environment with an aim to continuously improve the end user experience• Implement recommendations and solutions, create templates, frameworks, and other knowledge artifacts to increase credibility and ability to re-use.• Steer governance meetings to review status reports to ensure delivery is as per client expectations.• Proactively interact and work with client stakeholders to ensure that solution is on track and escalations are prevented.• Recommend and present transformational initiatives solutions, applications, Platform for continuous service improvement.• Identify and define problem statements for trending and repetitive incidents in production support as a part of problem management and work on implementing their solution design.