Tanmay Saurabh

10 years of experience in Remote Infrastructure Management(Service desk management, Desktop management,Identity access management, workforce management, Knowledge management, Problem management, Incident management, Project Transition, Capacity and Resource management, BCP/ DR management, Escalation management) as Assistant Manager. Established policies,procedures and process designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes. KPI, Goals & Metrics(C-sat, Quality, SLA, MTTR, FCR, Throughput, Availability etc.), Forecasting & Capacity management, resource optimization,Quality Assurance & Control, BCP, staffing/leaves, Escalations management, Problem Management to find out fix and update knowledge base and KEDB