Vikram Repale

I am currently working in Infosys BPM as Sr. Technical Team lead in Tech support team. We are supporting our client for various issues to run their business with help of multiple stake holders (24x7 Support)

The role and responsibilities are as below:

• Manage team of 25 Engineers and support other teams in absence of their leads
• Monitor and manage inflow of Emails, Calls, Chats and self-service incidents created by affected users.As our team supports for global client, we need to be ready to work 24 x 7
• DRR, SDR, CSAT, email/Call responsiveness SLA need to be managed as apart of client KPI
• Managing Attrition, shrinkage, skill management, training compliance, one on one, EWI & onboarding and training/access management of the new joiners
• Prepare Daily, weekly and Monthly reports, and present in front of client
• DSAT, Top drivers (Issue topics), issue pattern, volume prediction, RCA and team alignment. Also need to update knowledge articles as and when required or as a planned activity
• Currently I am supporting six client location remotely with help of L2, L3 and Onsite support teams

We support on the below issues to client

• Onboarding/Off boarding of users, Creation of mailbox and providing by default application access
• Support on User owned device and company owned devices, MFA application support (reset)
• Software and hardware issues for online and offline printers, laptops
• Software installation with remote support for listed software and for unlisted after clearance of IT security team
• Support in the network issues with help of stake holders like local/global network team, firewall team, Proxy and Data center team
• Supplier management, support supplier on various issues such as Data management, logistics, access management, billing issues support

• Worked for US and Scandinavian Automobile manufacturer as support in process documentation and technical support for Supplier management

• I tried to setup my own enterprise
• Due to slowdown in manufacturing(fabrication), I had to windup all the plans and joined Infosys

• I worked in Manufacturing company as Production engineer
• Later promoted as Assistant Manager Production

• I worked in this firm as production engineer
• The firm size was small scale so I worked on controlling overall operation such as maintenance, purchase and logistics as additional role with production