Prithu Sur

About Prithu Sur

Working as Operation Manager.

Experience

1. Senior Manager

   TP

   Sep 2022 — Present · IN

   Account-Teleperformance Central Infra Structure Management Service Desk( CIO Office). Responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. Leading a team of 200+ highly trained engineers along with direct reporting of Team leaders/Team managers/SME\'s and L3 support. Providing hand and feet support to the Teleperformance 1lakhs end user\'s regarding their technical issues related to VPN/outlook/MFA/Account password reset etc Responsible for giving end to end support to the Geo region and ensuring the CSAT and NPS are getting delivered. Responsible for driving the various Service desk related deliverables which includes CSAT/NPS/AHT/ASA/NSS/RESOLUTION SLA/RESPONSE SLA/Shrinkage etc. Responsible for proactively informing the global MIM team incase of any surge in P1 tickets logged. Responsible for joining various technical bridges along with the MIM team which is leading to surge in tickets to end user service desk. Responsible for a smooth operation of the Service desk 24/7. Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved. Conducting and sharing results from service and operation performance reviews. Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations. Responsible for quarterly/yearly appraisals for the 200+resources in the Service Desk. Responsible for performance management and Career Progression for the 200+ resources. Responsible for accessing profiles and hiring for the Service Desk. Responsible for attending various calls with the leadership teams and discussing about performance /action plan to improve the process/performance /automation idea\'s and taking the same to the next level.