
Diana Mahesh
Fähigkeiten und Kenntnisse
Werdegang
Berufserfahrung von Diana Mahesh
- Bis heute 8 Jahre und 1 Monat, seit Mai 2017
IT Service Manager
Syngenta India Pvt Ltd
Manage delivery of IS Operations services to internal customers according to agreed SLAs Act as first point of escalation for internal customers and service providers Manage local IS Operations projects and participate in regional projects Monitor, analyse & review the quality of IS Operations Services delivered against agreed SLAs. Manage deviation from agreed SLAs through IS Infrastructure Operations governance structures and initiate actions to maintain and improve service levels.
• Provides oversight direction to dedicated service management staff on the account • Manage and proactively drive delivery of Service Management functions according to specified SLA’s and metrics within assigned account/s • Drive successful achievement of ISM metrics on assigned accounts • Provide Service Management process support / feedback / continuous improvement to designated process SME’s in issues that are affecting the assigned accounts
- 3 Jahre, Jan. 2014 - Dez. 2016
Service-Level-Manager
Hewlett-Packard Globalsoft Limited
Provide a clear and unambiguous expectation to IT provider and customer of the level of service to be delivered. Facilitates the delivery of contracted IT services at an agreed upon level of IT service. Responsible for reviewing and revising Contracts – SLA, OLA & UC Negotiate and agree with both the Customer and ITO DO Delivery teams on Service Level Requirements Liaise with other ITIL capabilities (Incident, Problem, Change, Service Deck, etc.,) to understand the SLA performance.
- 3 Jahre und 6 Monate, Juli 2011 - Dez. 2014
Service Delivery Consultant II
Hewlett-Packard Globalsoft Limited
Analyzes and Defines Service Level(s) Approves and Finalizes SLM Business Design Collects Data for Service Level Review Creates Service Level Reports Updates Dashboards Documents and Analyzes Complaints and Compliments Defines and builds solution to Complaints and Compliments
- 1 Jahr und 4 Monate, März 2010 - Juni 2011
Quality Assurance Analyst
IBM India Pvt. Ltd
Conduct statistical analysis on call and ticket categories & identify improvement areas. Conduct account level analysis of proactive defect prevention Drive the RCA process and implementation with Operations Ensure solutions are applied to all appropriate configurations. Conducts statistical analysis on quality metrics reports, to ensure that they are within control limits.
- 1 Jahr und 1 Monat, Aug. 2008 - Aug. 2009
Technical Writer
Magna Infotech (Under Contract for America Online Inc.)
Develop Content for AOL products. Gather, analyze, and verify technical information about AOL’s products, content designs, illustrations, usage reports and test specifications. Participate in project design reviews to define content requirements and identify knowledge gaps.
- 5 Monate, März 2008 - Juli 2008
Quality Assurance Analyst
Key2Jobs (Under Contract for America Online Inc.)
Monitoring & evaluating the member interactions for AOL – SMS. Session Leader for Calibrations with the HQ team to ensure minimum variance in scoring of each attribute by the Monitors. Report Site specific trends to understand the CCC’s call behaviors. Mentor new QAAs.
- 1 Jahr und 1 Monat, Feb. 2007 - Feb. 2008
Customer Experience Coach
Dell International Services
Audit calls on Communication, Soft Skills, and Process & Compliance Parameters. Provide Coaching & Feedback to enhance agent performance. Monitor calls for deviation on compliance and process gaps. Analyze the audit data, Comm. Sat, prepare & implement action plans. Analyze the coaching / training needs & support them in delivery.
- 4 Jahre und 7 Monate, Juli 2002 - Jan. 2007
Sr. Quality Assurance Analyst
America Online Inc
As a Supervisor QAA, co-ordinate between Operations and Quality to Prepare SLAs for the team of 13 QAAs Track and Report adherence to call mix , sampling plan , schedule adherence & exceptions Report Analysis for Non Fatal Errors, Fatal Errors, and Inappropriate Activity & Background Noise on a Weekly and Monthly basis. Perform Quality Checks to evaluate QA’s Process Knowledge for the entire team (of 13 QAAs).
Ausbildung von Diana Mahesh
- Bis heute
Bachelor of Science
Bangalore University
Physics, Chemistry and Mathematics
Sprachen
Englisch
Muttersprache
Deutsch
Gut
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