ALOK SHOME
Southbank
Summary
Dynamic leader with a proven track record at Tech Mahindra Ltd., adept in Incident Management and fostering teamwork. Spearheaded cross-functional projects enhancing business operations, leading a team of 20 to improve customer satisfaction significantly. Skilled in client communication and process improvement, consistently achieving and surpassing service level agreements.
Overview
5
5
years of professional experience
Work History
Associate Team Lead
Tech Mahindra Ltd.
06.2021 - Current
- Created communication strategies to effectively share process changes across the organization.
- Organized and conducted regular team meetings to review performance, set objectives and discuss strategies for improvement.
- Participated in cross-functional projects aimed at improving overall business operations.
- Handling P2/P3/P4 tickets on priority basis.
- Ensure consistent internal and external communication in the region (Australia, New Zealand & India).
- Develop services and adapt them to our customer requirements.
- Promote services internally towards customer support directors, field service managers.
- Manage a portfolio of customers for the delivery of scheduled maintenance services on cost.
- Handling CSAT.
- Improve Customer satisfaction and ensure active follow up of each customer by various communication means (teleconferences, teams, emails and meetings).
- Experience of working across multiple functions and cultures.
- Having exposure to people management and currently leading a team of 20 members.
- Customer facing role, managing entire service management & escalations.
- Creating standard routines and process documents as per ITIL standard.
- Currently in a client facing role, representing company to Suncorp client.
- Dedicated, Collaborative Customer and result oriented.
- Hiring new resources, on boarding & training.
- Maintaining SLA of tickets.
- Service Now.
- Handling Bridge calls.
- Sending Communications to business stakeholders during major incidents.
- Monitoring.
- Tableau Front End Access.
- Review documentation for new or changed procedures specific to Incident.
- Manage notifications for scheduled outage notifications for planned outages and maintenance during the weekends.
- Facilitate bridges for P3/P4 issues on requests if two or more teams are required for resolution or for any escalated issues that require two or more teams to provide resolution.
- Service Request/Incident Request Management.
Trainee Technical Writer
Laminar Aviation Infotech India Private Limited
12.2019 - 07.2020
- Learned new materials, processes, and programs quickly.
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
- Attended training courses to build understanding of processes, techniques, and industry.
- Supported departmental tasks to increase understanding of industry.
- Preparing technical documents like CR, NR, Video Tutorial scripts, RUD, User Manuals.
Sending Communications.
Promote services internally towards customer support directors, field service managers and sales teams and externally towards customers.
Resolving clients issue related to new software upgrade/specification.
Handling service requests (Incidents/tasks) and client calls.
Migration, software update.
Incident Management.
Education
Bachelors Of Engineering - Mechanical
SSCE
Bangalore06.2019
Higher Secondary - Science
PVHSS
Dimapur 05.2015
High School -
PVHSS
Dimapur04.2013
Skills
- Incident Management
- People Management
- Stakeholder management
- Bridge calls
- Client Communication
- Attention to detail
- Overtime management
- Teamwork and collaboration
- Issue resolution
- Process improvement
- Service desk support L15 team
- Major incident management
- Operations management
- Training
- KB or SOP creation
- Confluence
- Coaching and mentoring
- Results-driven mindset
- Shift scheduling
- Deadline management
- Goal setting
- Team supervision
- Team motivation
- Team building
- Client support
- Feedback delivery
- Technical support
- Client service
- Performance evaluations
- Leadership
- Documentation and reporting
- Service level agreements
- Performance improvement
- Relationship building
- Evaluating employee work
- Team assessment
- SOP adherence
- Conflict resolution
- Leading team meetings
- Verbal and written communication
- Employee training
- Key performance indicators
Accomplishments
- 3 Pat on the Back awards from Tech Mahindra with Cash
- 4 Bravo Awards from Tech Mahindra with cash
Academic Achievements
- Best Student Award 2017 by the International Society for Technology in Education (ISTE).
- Best Academic Non Circuit Student of the year 2018 by South Indian ASDF Award (SIAA 2018).
- I2OR- Emerging Researcher Award 2018 by International Institute of Organized Research.
- Student Initiative Award by Global Outreach Awards 2019.
- Meritorious Student of the Year 2019” by Global Outreach Awards 2019.
Languages
English
Full Professional
Extra Curricular Activities
- Secured the “RUNNERS” in Football Competition on the sports day at Sri Sairam College of engineering 2016.
- Secured the “WINNERS” in Cricket at the sports event held at Sri Sairam College of Engineering, Bangalore held on 7th – 8th September, 2017.
- Secured the “WINNERS” in Cricket at the sports event held at Sri Sairam College of Engineering, Bangalore held on 27th –28th September, 2018.
Timeline
Associate Team Lead
Tech Mahindra Ltd.
06.2021 - Current
Trainee Technical Writer
Laminar Aviation Infotech India Private Limited
12.2019 - 07.2020
Bachelors Of Engineering - Mechanical
SSCE
Higher Secondary - Science
PVHSS
High School -
PVHSS
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