Anil Colaco

Contact

PHONE:

+971 5585 4 0364

EMAIL:

anilcolaco09@gmail.com

LinkedIn Profile:

https://www.linkedin.com/in/anil-colaco-474a1a125

Profile

Highly skilled professional with significant experience across ITO Service Desk and IT Service Management in banking, government, manufacturing, energy, and real estate sectors. Identified as a key client liaison able to draw on all available resources to quickly resolve technical and process issues, and provide creative solutions within challenging time frames. Results focused with the drive to exceed client and business expectations, to ensure client satisfaction and retention. Significant leadership experience in client facing service delivery, IT Operations Management and People Management. Seeking a responsible position and a challenging career in an organization, by leveraging skills and implementing best practices from the past work experiences across various industry domains.

EDUCATION

Graduate in Management Studies

Specialized in Operations Management

Post Graduate Certificate in Management

Specialized in Project Management

Personal Information

·         Date of Birth: 13/08/1987

·         Marital Status: Single

·         Language Proficiency: English, Hindi, and Kannada

·         Nationality: Indian

·         Passport Number: R2121141

·         Valid Through: 27/06/2027

·         Available: Immediately

·         Visa Status: Visit Visa

·         Visa Expiry: 31/03/2019

Skills

·         Knowledge of ITIL processes (Incident, Problem and Change)

·         Knowledge in banking and mortgage applications like MSS, GOE, SLS, PTS, SettleNet, and DCMS

·         Knowledge on infrastructure technologies (e.g. MS Office, Skype-for-Business, Windows, Exchange, SharePoint)

·         Knowledge of ITSM tools such as DW, HP Service Manager, ServiceNow and Remedy

·         Experience in administering user accounts in Active Directory

·         Experiencing in troubleshooting network issues including wired, Wi-Fi, 3G and 4G connections, Cisco VPN Issues, network printers and network drives.

·         Configuration of Microsoft Outlook profile and resolving issues related to it

·         Excellent communication skills both written and verbal

·         Ability to clearly articulate technical issues and activities to both technical and non-technical teams

·         Experience in writing business emails

·         Experience in interacting with clients across AMER, EMEA and APAC regions

·         Strong relationship management approach with good interpersonal and negotiation skills

·         Detail-oriented with a proactive approach to solving problems

·         Ability to multi-task, with strong ownership and an appropriate sense of urgency

·         Active listening techniques to understand and interpret client issues

·         Initiative and desire to maintain exposure across multiple technology disciplines

·         Strong team skills whilst able to work independently with minimum supervision

·         Strong production ethic and customer orientation

·         Ability to multi task and work under pressure

·         Experience working in a leveraged environment across various industry domains

·         Experience in training, coaching and providing feedback

WORK EXPERIENCE

Mphasis Ltd., Subject Matter Expert - ITO Service Desk

25th November 2010 - 22nd May 2015

·         Lead on duty/Floor supervisor

·         Provide 1st and 2nd level of support through phone, email and web to clients across the globe

·         Handling incidents including recording the details of the incident symptoms, diagnosis and information about the affected Configuration Item (CI)

·         Provide initial diagnosis of any issues and communicate on known solutions, where applicable providing information on updates, known errors etc.

·         Manage the incident throughout the incident lifecycle

·         Monitor the incident queue and continuously keep a track on all open incidents and follow-up effectively until resolution

·         Supports the investigation of incidents, documenting technical issues, solutions and support information

·         Raise service requests/IMAC’s for user access to client applications, products and services

·         Update knowledge base as per the new updates and ensure the updates are accurate and in line with the current process

·         Ensure the BCP is activated and operational during unplanned/planned outages

·         Responsible for overall team performance, monitoring and achieving SLAs

·         Conduct audits, identify training needs and assist with training

·         Assist team leader in coaching & mentoring of team members

·         Provide process training to the new hire batch and conduct UAT

·         Monitor the performance of the new hires during nesting period.

·         Conduct refresher training.

·         Ensure all SLAs are met as agreed with the stakeholders

·         Preparing critical client reports

·         Create opportunities for the team, cross functional and group working to achieve business results

·         Manage escalations and share RCA with the leadership

·         Identify areas of risks and address them

·         Identify areas of process improvement and implement them

·         Assist in hiring new resources

·         Scheduling resources as per shift requirement

·         Conduct performance management and facilitate career planning

WORK EXPERIENCE

Mphasis Ltd., Subject Matter Expert - Situation Management Team

25th May 2015 – 10th December 2018

·         First point of contact for all critical P1/P2 incidents

·         Verify the critical incident by coordinating with the appropriate system owners/business owners/application owners

·         Initiate conference calls for a quick resolution of the critical incident

·         Engage the appropriate technical teams and client teams on the conference call for resolution

·         Initiate leadership and end user communications through email and SMS about the critical incident within the agreed intervals

·         Escalate to the third level support teams and vendors when required

·         Provide a voice update to the participants on the bridge call. Additionally send email and SMS communication

·         Provide a voice update to the internal leadership and clients on agreed intervals

·         Update SOP’s on a regular basis and ensure concurrence with the clients and the support teams

·         Responsible for overall team performance, monitoring and achieving SLAs

·         Conduct audits, identify training needs and assist with training

·         Assist team leader in coaching & mentoring of team members

·         Provide process training to the new hire batch and conduct UAT

·         Monitor the performance of the new hires when in nesting period.

·         Conduct refresher training.

·         Ensure all SLAs are met as agreed with the stakeholders

·         Preparing critical client reports

·         Prepare presentations for weekly, monthly, quarterly and annual business reviews

·         Attending client meetings over calls and VC and reviewing team performance periodically

·         Implement ways to continuously improve service delivery and exceed stakeholders’ expectations

·         Assist in transition and implementation of new processes/projects

·         Create opportunities for the team, cross functional and group working to achieve business results

·         Manage escalations and share RCA with the leadership

·         Identify areas of risks and address them

·         Identify areas of process improvement and implement them

·         Identify scope for process automation and implement the same

·         Assist in hiring new resources across various technologies

·         Scheduling resources as per shift requirement

·         Conduct performance management and facilitate career planning

·         Manage employee issues and escalate to the Human Resource Department when required