RIJO YOHANNAN

IT Client Service and software support. ➢ Identifying improvement areas & implementing measures to maximize customer satisfaction levels

Process and Quality improvements: - Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. ➢ Stakeholder Management: - Worked as communicator with business analysts and implementation teams regarding to change requests and prioritization of all bugs/Enhancements.

Evaluate Service Desk team’s performance against users and business expectations. ➢ Build and analyze quality reports to identify trends and performance gaps. ➢ Initiate communication and follow through with business partners to collaboratively formulate appropriate coaching and performance improvement solutions. ➢ Monitor support calls using recording solution (Harmony Knoahsoft) and telephone systems (AVAYA Live Call Monitoring). ➢ Provide one-on-one feedback to agents to improve performance in identified area and reward extra-milers. ➢ Conduct analysis to determine causes of poor performance/unmet SLA`s or business expectations. Communicate results of analysis to business partners and Team. Assessing causes systemically, looking beyond the obvious to determine why agents are not meeting quality standards. ➢ Analyze quality metrics and asses trends, opportunities, working with Training, Operations teams to ensure consistency and close gaps in coaching and training. ➢ Work in partnership with L2, L3 operations and services to develop appropriate performance improvement solutions and interventions. Identify and communicate to the business partners any business intelligence issues observed through monitoring and coaching ➢ Maintaining a high-quality customer experience, elevating customer satisfaction, while adhering to the SLA’s and work processes and thus managing cost-effective operations. ➢ Handling escalations and monitoring quality standards and creating awareness of quality & knowledge management. ➢ Adhering to ITIL standards while addressing concerns regarding important IT Practices with comprehensive checklists, tasks and procedures. ➢ Driving the efficiency and effectiveness of the incident and problem management process ensuring resolution and associated service restoration of all severity or major incidents. ➢ Conducting and documenting Root cause analysis (RCA) for major incidents / problems as required. Performing incident investigation, diagnosis & recovery within defined service levels.

Assess risks and controls in Information Technology environments and evaluate the impact of the outcomes with the organization’s business objectives. ➢ Perform IT audit which includes: planning, conducting and reporting. ➢ Defining the audit objectives, scope, and criteria, identifying required resources and timeframes to complete the audit, analyzing the IT environment in terms of risks and controls and determining appropriate audit procedures for assigned projects

Designed and developed a Security Compliance process for applications and digital offers deployed in Schneider Electric. ➢ Driving end to end communication with required stakeholders (Digital Risk Leaders, IT Owners, Application & Platform Owners) ➢ Performing IT Security Audits for applications, platforms and presenting the outcome to executive committee or leadership staff. ➢ Consult and guide Digital Security experts and teams while conducting risk assessments or executing controls of complex applications. ➢ Working with the Product Security Office as well as the CISO team to ensure compliance of the Digital security standards, policies and tools. ➢ Performed compliance audit of industry-wide applications such as O365, BFO, BOX, PING and IDMS. ➢ Engaged with Data Protection Office (DPO) teams to assess the GDPR and Data Protection & Privacy compliance as part of the audit. ➢ Performing Cloud Security Assessment and Security Audits of Cloud Environment. ➢ Review industrial standard cloud framework FedRAMP CSA CCM V3.0.1 and Consensus Assessments Initiative Questionnaire (CAIQ) as part of the audit. ➢ Involved in designing a comprehensive compliance check system based on NIST Cybersecurity Frame Work for crown jewel applications. ➢ Established Continues Improvement program to constantly improve risk assessment processes, security and compliance controls through Root Cause Analysis (RCA) and other analysis methods