Magazine : Bathini Murali Goud
Current
Global Incident Manager
Education
MBA/PGDM
Industry
IT-Software/Software Services
Bathini Murali Goud ’s experience
Infrastructure & Technology Mgr
at
IBM
, Chennai, INDIA
December 2008 – Currently Working
Industry: IT-Software/Software Services
Functional area: ITES / BPO / KPO / Customer Service / Operations
Traveled UK for the transition of incident management from
IBM UK to IBM India Provide regular incident bulletins to
support staff concerning open issues, Ensure effective and rapid
response to Major Incidents. Develop, co-ordinate and
promote incident management activities across the whole of and
take responsibility for the effective functioning of the Incident
Management processes across all support areas Provide expert
advice to all support staff in the resolution of Incidents, in
IBM UK to IBM India Provide regular incident bulletins to
support staff concerning open issues, Ensure effective and rapid
response to Major Incidents. Develop, co-ordinate and
promote incident management activities across the whole of and
take responsibility for the effective functioning of the Incident
Management processes across all support areas Provide expert
advice to all support staff in the resolution of Incidents, in
Infrastructure & Technology Mgr at Wipro Technologies , Kolkata, INDIA
April 2005 – December 2008
Involved in transitioning the complete Service desk and
Distributed Computing from Onsite to Offshore and stabilizing
the process. Traveled Onsite for the Knowledge Transition
(United States Of America) Managed Multilingual Service
Desk Operations with 50 People Managed 10 people team of
Distributed computing group Responsible to deliver quality
support for 37 Countries across the world Support being in
English, French and German both Voice and E-mail Weekly
review with custo
Distributed Computing from Onsite to Offshore and stabilizing
the process. Traveled Onsite for the Knowledge Transition
(United States Of America) Managed Multilingual Service
Desk Operations with 50 People Managed 10 people team of
Distributed computing group Responsible to deliver quality
support for 37 Countries across the world Support being in
English, French and German both Voice and E-mail Weekly
review with custo
Associate/ Sr. Associate -(Technical) at Sutherland Global services Pvt. Ltd
, Chennai, INDIA
May 2004 – April 2005
Handling a team of 15 members.
Responsible for the team
C-sat scores, Issue Resolution, Case closure. Root cause
analysis of D-sat. Training need identification for agents.
Training agents on Process and Technical updates. Rosetering
and Break Management. Agents appraisal, Technical Monitoring
and providing feedback to agents.
C-sat scores, Issue Resolution, Case closure. Root cause
analysis of D-sat. Training need identification for agents.
Training agents on Process and Technical updates. Rosetering
and Break Management. Agents appraisal, Technical Monitoring
and providing feedback to agents.
Associate/ Sr. Associate -(Technical) at junction 96.com , Chennai, INDIA
January 2002 – January 2004
Handling a team of 15 members.
Responsible for the team
C-sat scores, Issue Resolution, Case closure. Root cause
analysis of D-sat. Training need identification for agents.
Training agents on Process and Technical updates. Rosetering
and Break Management. Agents appraisal, Technical Monitoring
and providing feedback to agents.
C-sat scores, Issue Resolution, Case closure. Root cause
analysis of D-sat. Training need identification for agents.
Training agents on Process and Technical updates. Rosetering
and Break Management. Agents appraisal, Technical Monitoring
and providing feedback to agents.
Customer Support Engnr/ Technician at Computer Hardware solutions , Hyderabad, INDIA
December 1999 – December 2001
Configuration / Installation of OS & configuring
workstation Configure / Troubleshoot all Computer
Peripherals and Assemble Computers
workstation Configure / Troubleshoot all Computer
Peripherals and Assemble Computers
Bathini Murali Goud ’s education
MBA/PGDM,
Pune University, Pune , Maharashtra. [May,1999]
, Pune, INDIA
B.Sc,
Osmania University, Hyderabad [May,1997] , Hyderabad, INDIA
Bathini Murali Goud ’s additional information
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