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Work Background
MastekAssociate Specialist - II
Dec. 2024As a Support Specialist, I lead and manage a dynamic team of 11–13 professionals spread across multiple geographies and time zones, ensuring seamless 24x7 support delivery for enterprise clients. Key Responsibilities:
Team Leadership & Coordination: Manage a cross-functional team distributed globally, fostering collaboration across time zones and ensuring alignment with project goals and delivery timelines. SLA Management: Monitor and enforce adherence to defined response and resolution SLAs, ensuring client satisfaction and contractual compliance. Incident & Escalation Management: Act as the L1 Point of Contact (POC) for all client escalations, driving quick resolution and maintaining transparency throughout the escalation lifecycle. ITIL-Based Service Operations: Oversee the full lifecycle of Incident Management, Service Requests, Change Management, and Problem Management in accordance with ITIL best practices. Ticket Monitoring & Prioritization: Maintain a real-time view of incoming support tickets, ensuring prioritization and timely resolution in line with business impact and urgency. Resource Planning & Budgeting: Collaborate with practice leads and the resourcing team to forecast resource demand, allocate capacity effectively, and manage project staffing within budgetary constraints. Client Invoicing & Financial Oversight: Drive timely and accurate invoicing cycles, while monitoring project budgets to optimize gross margin and reduce forecast-to-actual variances. Reporting & Stakeholder Communication: Prepare and share detailed weekly and monthly performance reports with clients, covering key metrics, SLA adherence, and service improvement plans. Project Profitability Management: Continuously track and improve project gross margins by aligning resource utilization forecasts with actuals, and proactively addressing variances. Proficient in ITSM platforms such as ServiceNow, JIRA, Topdesk, and Smartsheet
MastekAssociate Specialist - Projects - USA
Dec. 2021Ahmedabad, Gujarat, India
TATA MOTOR FINANCELegal Officer
Jul. 2016 - Nov. 2021Ahmedabad, Gujarat, India- Managing day to day legal operations
- Client handling and management
- Manage team responsible for collecting overdues
- Execute orders, notices, etc with the help of local police and court officials
- Preparing monthly/quarterly reports showcasing the status of litigations
- Managing advocates and their billings
TTECCustomer Support Specialist
May. 2014 - Jun. 2016Ahmedabad, Gujarat, India- Providing support to USA & UK Customers
- Train newly inducted team members
- Managing listing of items as per the stringent guidelines provided by the Client
- Taking down listing of prohibited or counterfeit items
PwCSenior Consultant
Jul. 2007 - Nov. 2010Ahmedabad, Gujarat, India- Worked on multiple projects related to Payroll and Other employee benefits (Education reimbursement, AMEX application, debts and departure)
- Leading and Managing different teams in the respective projects
- Acting as the quality lead to review the work performed by team members
- Managing client escalations
- Preparing Weekly/Monthly reports and presenting to the Client
- Co-ordinating with other team/department for smooth project operations
- Involved in end to end testing for any new updates/application launched to improve the process
TCI Group (Transport Corporation of India Limited)Human Resources Officer
May. 2005 - Jun. 2007Kolkata, West Bengal, India- Managing day to day HR Operations like Attendance, leaves, employee record updation, employee grievance handling
- Induction and Orientation of new employees
- Conducting and managing recruitment drive for junior positions. - Managing reimbursement of employees
- Managing employee payroll and distribution of Payslips
- Managing statutory compliance - PF & ESI as per local regulations
- Conducting training workshops
- Assisting regional head with the performance appraisal
-
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