Diana Mahesh

Manage delivery of IS Operations services to internal customers according to agreed SLAs Act as first point of escalation for internal customers and service providers Manage local IS Operations projects and participate in regional projects Monitor, analyse & review the quality of IS Operations Services delivered against agreed SLAs. Manage deviation from agreed SLAs through IS Infrastructure Operations governance structures and initiate actions to maintain and improve service levels.

• Provides oversight direction to dedicated service management staff on the account • Manage and proactively drive delivery of Service Management functions according to specified SLA’s and metrics within assigned account/s • Drive successful achievement of ISM metrics on assigned accounts • Provide Service Management process support / feedback / continuous improvement to designated process SME’s in issues that are affecting the assigned accounts

Provide a clear and unambiguous expectation to IT provider and customer of the level of service to be delivered. Facilitates the delivery of contracted IT services at an agreed upon level of IT service. Responsible for reviewing and revising Contracts – SLA, OLA & UC Negotiate and agree with both the Customer and ITO DO Delivery teams on Service Level Requirements Liaise with other ITIL capabilities (Incident, Problem, Change, Service Deck, etc.,) to understand the SLA performance.

Analyzes and Defines Service Level(s) Approves and Finalizes SLM Business Design Collects Data for Service Level Review Creates Service Level Reports Updates Dashboards Documents and Analyzes Complaints and Compliments Defines and builds solution to Complaints and Compliments

Conduct statistical analysis on call and ticket categories & identify improvement areas. Conduct account level analysis of proactive defect prevention Drive the RCA process and implementation with Operations Ensure solutions are applied to all appropriate configurations. Conducts statistical analysis on quality metrics reports, to ensure that they are within control limits.

Develop Content for AOL products. Gather, analyze, and verify technical information about AOL’s products, content designs, illustrations, usage reports and test specifications. Participate in project design reviews to define content requirements and identify knowledge gaps.

Monitoring & evaluating the member interactions for AOL – SMS. Session Leader for Calibrations with the HQ team to ensure minimum variance in scoring of each attribute by the Monitors. Report Site specific trends to understand the CCC’s call behaviors. Mentor new QAAs.

Audit calls on Communication, Soft Skills, and Process & Compliance Parameters. Provide Coaching & Feedback to enhance agent performance. Monitor calls for deviation on compliance and process gaps. Analyze the audit data, Comm. Sat, prepare & implement action plans. Analyze the coaching / training needs & support them in delivery.

As a Supervisor QAA, co-ordinate between Operations and Quality to Prepare SLAs for the team of 13 QAAs Track and Report adherence to call mix , sampling plan , schedule adherence & exceptions Report Analysis for Non Fatal Errors, Fatal Errors, and Inappropriate Activity & Background Noise on a Weekly and Monthly basis. Perform Quality Checks to evaluate QA’s Process Knowledge for the entire team (of 13 QAAs).

Physics, Chemistry and Mathematics