▪ Ensuring the service delivery as per agreed SLA ▪ Leading a team of 60+ Customer Support Engineer and ensure the key parameter of performance are meet as per contractual SLA. ▪ Actively working with internal stakeholders to ensure the customer’s part value is optimized and turn time is within contract. ▪ Responsible to Manage clients like SBI LHO, Canara Bank TM Section, PNB Circle office, Andhra Bank Zonal office, BOB Zonal office, HDFC, IOB Zonal Office, Ujjivan Bank Regional office and Multiple ISO Customer (Euronet, Hitachi, TATA, EPS, FIS, FSS, BTI, IBM, AGS, Writer) as a point to contact for any coordination and escalation. ▪ Maintaining a tracker of the all open service request on the territory level, distribution the same report to field resources and ensure the completion within SLA Driving the Customer meets on monthly, quarterly or as per requirement basis to ensure that service delivery progress in customer centric direction. ▪Managing the weekly review and root cause analysis of customer support engineer performance against the defined goal. ▪Responsible for process and technical training of the Customer support engineer for continuous improvement on skills, knowledge, service quality and productivity. ▪ Assisting in recruiting customer support engineers for the organization ▪ Responsible to show profitable margin in P&L by ensuring continuous progressive activities such as the call clubbing opportunity, focus on FVR, MTBF, Remote Resolution. ▪ Ensuring the software media availability with Customer support Engineer as per requirement of Project and daily operation. Reconciliation of software media as per expiry timeline. ▪ Responsible for Continuous audit of Customer Support Engineer: Hygiene status of field engineer tools kit, company given asset, Identity Card plus authorization availability while the service call, USB Media, Diagnostics tools. FCR availability ▪ Responsible for vendor performance: Analyze the all service call availability and support required to take from vender to get this complete within timeline, Accordingly Service call assignment, tracking the progress, review the performance of Vender, auditing the quality of completed task to ensure the compliance, audit the payment and additional claim of Vender. ▪ Hardware availability and consumption assurance for Project: Measuring the requirement of hardware, assuring the dispatch and proper consumption of hardware in the terminal. Maintain the tracker of hardware and sync to central team I am reachable on 9771450793