Tessy Rajan
- Role
- Iam Management at IBM
- Location
- Bengaluru, IN
- LinkedIn followers
- 500 followers
About Tessy Rajan
Notable success in managing operations and developing procedures & service standards…
Experience
Iam Management
May 2021 — Present · Bengaluru, IN
Managed IT operations Leading a team and ensuring timely resolution of tickets within agreed SLAs.Created and updated technical documentation, including knowledge base entries, to support project initiatives.Collaborated closely with resolver groups to drive efficient issue resolution.Responded to expedite requests from clients, addressing their immediate requirements.Proactively managed escalations and identified areas for improvement to enhance operational efficiency.Owned customer escalations, providing immediate attention and resolution where necessary.Developed and implemented strategies to enhance customer satisfaction.Attended client bridge calls for daily reporting and actively analyzed team performance.Worked on Joiners, Movers, and Leavers tickets, managing account creation, modification, and deletion.Monitored open and aging tickets to prioritize and ensure timely closure.Acted as an escalation point for critical issues, facilitating final resolutions.Contributed to continual process improvement initiatives based on team performance.Proficient in using ITIL frameworks and experienced in utilizing tools such asLead square, Abacus, Service-now, and Freshdesk.Managed user accounts, distribution groups, and account policies in Active Directory.
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