Pranay Joshi

Responsible to manage operations to meet & exceed customer SLA Tracking and monitoring of break down & PM calls to assess shortfalls and improvement areas Problem identification and recording Responsible to Maintaining and improve the machine performance Organizing and attending meeting with customer for performance review, service improvement plans etc. Preparing reports as per customer requirement Keep updating the upper management on the performance and challenges

Responsible to manage Incident Management and Problem Management Analyzing historical data to identify and eliminate potential incidents before they occur. Recording and managing the problem by escalating to an elevated level of expertise understand customer's needs, resolve issues, and meet their expectations within agreed timeline. Use different strategies for data analysis and reporting Organizing and attending meeting with customer for performance review, service improvement plans etc

Responsible to manage all India FLM Escalations. Identifying, analyzing and initiating the escalation based on the escalation process specified by the organization. Ensure documented escalation and communication process are adhered to and duly followed. Ensuring expectations and deliverables are met and achieved Ensuring communication and ownership is maintained throughout the escalation life cycle Review root cause of escalations and work with appropriate resource to insure continues improvement.

Responsible for monitoring of ATM and its hardware issues and maintain uptime as per agreed SLA. Effectively handled and revert customer’s queries, escalations through call or email for any kind of issue. Responsible for follow-ups and escalations of regional team and co-vendor if not getting proper response or support Act as a single point of contact for any type of escalation or for any kind of down time report query. Managing the new take over ATM/sites and maintain the data base with exact details.

Managed effectively a team of 23 members, and for monitoring of ATM Effectively handled and revert customer’s queries, escalations through call or email for any kind of issue. Responsible for follow-ups and escalations of CIT and network vendors where team is not getting proper response or support Carried out daily, weekly, monthly and quarterly report as accepted in SLA. Facilitated in taking ownership of service request from bank and ensure timely and satisfactory resolution of the problem