Falguni Desai

• Managing end-to-end IT service operations based on ITIL framework. • Leading bridge calls with clients and technical teams to drive improvements and minimize outages. • Oversee SLA performance, availability, and quality reviews. • Playing key role in onboarding new clients and defining support models. • Leading transition, compliance, and audit processes, ensuring 100% adherence. • Leading MIS reporting, automation initiatives, and billing accuracy. • Chai major incident and change management processes including RCA and CAB participation. • Training and developing teams, conducting performance reviews, and contributing to process optimization.

• Managing Major Incidents, ensuring that they are logged, progressed, updated, authorised, expedited and resolved within the scope of the Service Level Agreement • Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties • Issuing communications during the progress of a Major Incident • Identifying appropriate timelines and targets for recovery actions, feedback and communications • Ensuring that appropriate internal escalation occurs • Ensuring that appropriate third party escalation occurs • Interfacing with Problem Management to ensure that items that might have a wider applicability are appropriately managed • Maintaining the Major Incident Management process o Reviewing and updating process documentation o Ensuring that key support information such as emergency contact lists is kept up to date

• To work with virtual teams located across India. • Proactively supporting customers, assisting customers with their queries. • Monitor Control and compliance procedures adopted in the process. • Responsible for Daily / monthly Operational Reports. • Conduct meetings with SDM’s & other team members. • Periodically inspect & review performance of Projects & Service Delivery • Adhere to processes and procedures laid down by the organization with respect to Service & Project Delivery

 Incident Management • Providing First Line Support to End User. • Working on Online Ticketing Tools (CoDesk, Rubix, Service Centre) • First Level Application Support (eg: Flexcube – the core banking application, Outlook Issues, Password – Login Related queries etc) • Handling High Severity Incidents. • Initiating Bridge Calls and getting the issue resolved. • Circulating Communication to Business Stake Holders in case of high severity incidents as and when required. • Chasing resolver groups for RCA. • User ID Management. • Generation of Daily and Monthly reports.  Vendor Management • Follow Up for pending issues • SLA Management • Conducting vendors meeting on monthly basis.  Desktop Team Management • Handling desktop team. • Preparing shift roster. • Handling Desktop related escalations. • Taking end user feedback.