University of Mumbai

Service Delivery Ops Specialist at Accenture in India

Accenture in India

Service Delivery Ops Specialist

Senior Analyst

Manage Service Levels, compliance to standards, Business continuity, resource management/development and internal/external stakeholder management. Review and ensure compliance to standards like GSD, PCI, ISO, ISMS, BCMS by facilitating audits by internal and external teams. Place hiring request and conducting interviews.  Work with HR and support groups to improve employee retention and satisfaction.  Conduct reviews on key performance indicators and provide feedback.  Root cause analysis of escalation and SLA misses. Coordinating closely with Quality team and Production Leaders to identify training needs/gap, schedule refresher trainings in a timely manner, help production teams familiarize with the systems and process.  Actively involved in resolving escalations and providing feedback to improve consultant’s performance and in turn increase customer satisfaction of the desk. Ensuring that everyone in the production team always complies with the standard working procedure, SOPs, etc. for their specific process. Driving continuous improvements with focus on elimination of variations to global process and ensuring robust processes are in place. Ensure high quality service to both internal and external customers through effective maintenance of IT policies and procedures.

Mphasis an HP company

Unit Manager / Team Leader

Training and Transition of Knowledge.  Conduct monthly product knowledge test.  Liaising with quality and conduct training need identification. Create, Maintain and Update training plan and training documents.  Publish training plans and conduct refresher training. 

Shamee Alam