Fachwirt/in - betriebliches Management

Economics and History

• Leading Staffing BAS Cyber Security and Risk Services for across Globe.
• Responsible for Infra Security and Risk& Compliances Practices
• Working closely with Vertical Heads in meeting their business requirements to work on ways to reduce costs, increase margins and manage all their requirements
• Managing the CRS skill bench and ensure that it is controlled at the percentage set by the organization
• Understanding the man power requirements of various clients and detailing of specific mandates
• Run governance calls with various stake holders
• Working closely with recruitment team to source best fit profiles
• Constantly keeping a tab on utilization of the resources in the accounts that is being managed
• Attrition reasons such as transfer, onsite opportunities and location constraints are mapped for aspirations wherever possible

• Handled Platform Automation Team in Cisco Project and Simple Connect-Technical Contact Center for IT
• Handled a team size of 15 members in Cisco and 25 members in Simple Connect-Technical Contact Center
• Team Management, Customer escalation management
• Ensure the tickets are getting closed within SLA
• Close interaction with client on pending tickets and present data in weekly, monthly and quarterly service reviews

• Process owner for ticket qualification process
• Validation of the tickets which is not getting qualified from technical contact center
• Billing and payment collection for chargeable tickets
• Customer database management for Infrastructure Availability services business unit in SAP
• Vendor Payout clearance for Infrastructure services revenue sharing vendors

• AMC Renewal and warranty to AMC conversion

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