Managed Services Implementation

Managed Services Implementation

• Workload management among team members, including implementation of innovative ticket/case management techniques.
• Created and implemented a help desk call center to create 100% satisfactory resolutions on day-to-day support
• Automating process workloads for better utilization of team
• Provides management guidance to all levels of exempt employees on accomplishing goals
• Work is reviewed and measured based on attainment of objectives and overall success of department
• Assumes leadership role in cross-functional teams to drive service delivery and/or product improvements
• Manages technical team of all levels, geographies; generally responsible for a team of to 20+ people
• Maximize the project revenue my utilizing the team in upgrading their reach on technology and assign multitasking activities to have the team growth plan projection.
• Cultivated growth and development of the Network Operations Center, resulting in 50% increase in shift coverage and cross-training opportunities for managed personnel.
• Coordinated with Tier 3 engineers to author ITIL-compliant SOPs and OLAs for incident response, resolution, and escalation.
• Designed and implemented ITIL best practices such as change management, problem management, service catalog, OLAs, CMDB, knowledge management, and release management.
• Developed training program for new hires in order to boost initial productivity for the team.

With all the standard Process and deliverables turn around time in implementation will be fast