Shankar Hiremath

Lead @Infosys

Bangalore, IN

Operations Management:• Monitoring overall functioning of processes ensuring compliance to the agreed SLA levels• Resolving and analyzing escalated cases rose to the senior management• Assessing customer feedback, evaluating the improvement areas & providing critical inputs• Generating Monthly & daily reports and on various process parameters.Process Management:• Mapping client’s requirements and implementing processes in line with the guidelines specified by the client• Managing and monitoring the overall functioning of processes; identifying improvement areas and implementing measures to maximize customer satisfaction level• Supporting ongoing improvement in project management• Achieving goals for productivity and effectiveness as defined in operational plans• Resolve escalated issues within stipulated time.Quality Management:• Setting quality standards for operational areas• Enhancing the service standards and carrying out review of the systems for quality improvementClient Servicing:• Managing customer centric operations and ensuring customer satisfaction by achieving delivery & service quality norms in the organization• Preparing reports for tracking performance (ageing report) for timely planning of delivery with excellent qualityTeam Management:• Training and mentoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets• Taking initiatives in imparting process knowledge to the team-mates• Providing constructive feedbacks to the teamHighlights:• Worked with various projects within Infosys • Successfully transitioned the pilot projects for Yahoo, Microsoft and Philips Digital Services• Earned several promotions from Process Executive to Process Lead.

C D O Jain English School, Gadag

School

B L D E Association, Bijapur

Bachelor’s Degree

Sikkim Manipal University (SMU)

MBA