Vijaya Bhaskar Rao Banala
Operations Manager at Wipro Ltd
Join Date
January 2021
Country
Gender
Male
Age
Not Specified
Companies & Work
Wipro Ltd
: Handling the service desk operations for Wipro employees globally.
: Handling a team of 3 leads with 60 engineers.
: To ensure the Wipro employees are equipped with the required IT services to run their tasks smoothly.
: To organize and co-ordinate with different domains to ensure minimal downtime on services required to provide the IT support for employees.
: Participate and manage all communication in technical direction and initiatives.
: Monitor all communication for each customer to assess operations within time frame.
: Prepare designs and evaluate all balancing functions as required by IT departments and other functional areas.
: Prepare and review all Service Level and Operation Metrics and KPI scorecards for service delivery.
: Analyze all continuous up gradation process through various proactive self initiated projects and ensure efficiency.
Sutherland Global Services Ltd
Worked for the process Symantec, which helps consumers and organizations secure and manage their information-driven world. Started as an L1 associate, got promoted to L2, then moved as Product & Process trainer. Client certified trainer for the Symantec process. Conducting floor trainings on new versions. Working on the beta versions and updating clients on the issues identified. Conducting team huddles to check with the prospects and updating the agents with the process.
Optimus Global Services Ltd
Daily monitoring of calls and giving feedback to agents based on the calls and agent’s productivity. Team huddles to check with the prospects and updating the agents with the process. Daily calls monitoring to make sure with the compliance issues. Weekly Analysis of the agent’s performance and productivity, thereby analyzing steps to improve the process. Played a major role in redesigning the Quality audit form. Conducting sessions on ISO and giving awareness to the agents their responsibility towards the Organization. Close monitoring of the agents with poor performance and giving them the necessary training required to tune their skills.
