Vikas Waghchaure
Navi Mumbai
Summary
A component professional nearly 10 year of experience in ATM Operation Management, COMMAND CENTER, EJ Management, Dispute Management System, E-SURVEILLANCE OPERATIONS AND COMMAND CENTER MONITORING
Overview
11
11
years of professional experience
Work History
Operations / Service Manager
Hitachi Payment services Pvt. Ltd.
1 2024 - Current
- Handling all types of operations processes(Monitoring/Services/Footages/HSK and reports)
- Allocating daily jobs and workloads to TL's and Sups-Reports/Emails/IR.
- Attending client review meetings
- Handling field team (Service & Project - engineers)
- Preparing daily workloads for staff & coordinating the daily allocation of work
- Handling Escalations and issues related to Client
- Daily meetings with Zonal Heads and SPOC's for field work allocation and issues related field.
- ensuring a clean, safe and friendly working environment to succeed the vision and mission of the organization.
LEAD HELP DESK - E-SURVEILLANCE (Assistant Manager)
CMS Info Systems
2022.11 - 2024.01
- Managing 20000 Plus sites E-SURVEILLANCE HelpDesk with 11 associates across PAN INDIA
- Handling Process related issues
- Attending client review meetings
- Managing 24X7 monitoring Center with 16 associates
- Maintaining employee performance tracker, Supervisor shift Roster and also coordinating with internal service support team and Project team for improvement of process
- Handling field team (Service & Project - engineers)
- Preparing daily workloads for staff & coordinating the daily allocation of work
- Handling Escalations and issues related to Client
- Daily meetings with regional managers and territory manager for field work allocation and issues related field
- Analyzing quarterly PM reports and monthly site audit reports.
E-SURVEILLANCE and EJ SERVICES Operation Management (Assistant Manager)
AGS TRANSACT TECHNOLOGIES LIMITED
2020.07 - 2022.10
- Managing 24X7 monitoring Center with 20 associates
- Providing E-Surveillance & fire alarm monitoring to bank ATM's and private customers (AXIS, ICICI, HDFC, SBI, IDFC, SVB, DHANLAXMI BANK etc.)
- Maintaining employee performance tracker, Supervisor shift Roster and also coordinating with internal service support team and Project team for improvement of process
- Coordinating with the software vendor for Development in the Monitoring Application
- Handling Process related issues
- Attending client review meetings
- Analysis the Alert data on weekly and monthly basis
- Prepare Billing data and share to Account Team and Preparing Incident report
- Handling Escalations and issues related to Client
- Handling field team (Service& Project)
- Preparing daily workloads for staff & co-ordinating the daily allocation of work
- Ensuring daily EJ MIS Report preparing and providing to Bank
- Ensuring daily EJ Uploading on Bank SFTP Server
- Handling Call Escalation from SLM Vendor and Customer.
Deployment, chargeback and WLA monitoring
VAKRANGEE - LTD
2018.10 - 2020.07
- Monitoring 3572 plus WLA ATMs across pan India (All franchise owned outlet) and also support end to end solution through the VKMS ticketing tools
- Engage and coordinate with network service provider like CISCO, Anesthetics support center, V-SAT for network related issue
- Also conduct review meeting with OEMs i.e
- AGS ,NCR ,DIEBOLD, VORTEX & PERTO
- Review the performance report of ATMs monthly and also maintaining the 'Nil' transaction site
- Handling the team size of 4 employee and also conduct the monthly review meeting with team for better understanding and requirement which motivate and maintain the good unity within team member and work prospective
- Share the Daily ATM transaction and availability report to stakeholder.
ATM Operation Management (Senior Executive)
AGS TRANSACT TECHNOLOGIES LIMITED
2015.05 - 2018.10
- Managing 850 plus ATMs portfolio across PAN INDIA with various banks like Ministry of finance, Nationalised Bank i.e, Bank of Maharashtra, Corporation Bank, Punjab National Bank, UBI, UCO, and cooperative banks
- Responsible for overall ATM availability Uptime, downtime bank escalation (transaction improvement) as per the agreed SLA signed with bank
- SPOC person for associated projects and also often visit the client place for meeting
- Performing ATM Monitoring is through the ticketing tool Monitum and Cure which is In-house monitoring tool
- Provide team leadership for following established processes, procedures, ticketing, and escalation Standards to ensure prompt resolution to issues
- Define work among the team member to ensure and tracking the performance and also assign the Task like Zero transaction creation, mail management and follow up with FLM and external agency
- Follow the hierarchy for immediate / early response from external vendor or internal
- Communicate issues and incidents to all levels of the stakeholder in organizations as required
- Review the FLM / SLM quarterly performance and conduct the meeting to discuss the pain point
- Coordinate with MIS team to prepare the Monthly ATM uptime report and try to control the less penalty arrive from client end
- Track and maintain the PM data and also verify with our data for accuracy and the better performance of ATMs.
ATM Escalation Team- (Senior Executive)
MPHASIS
2013.11 - 2015.10
- Interface with customers to handle both service functions
- Provide outstanding customer service to improve customer satisfaction and relationship
- Handle and resolve customer complaints/inquiries via mail or phone in a timely and accurate manner
- Monitor TAT to ensure meeting SLA for the customers
- Worked as an Escalation Executive for ATM Monitoring escalation support MOF
- Working on those cases which are down more than 24hrs
- Handling around 50-60 Bank's escalation per day
- Handling FLM, SLM and Network escalations
- Troubleshooting various hardware and software issues of ATM with help of engineers and custodians
- Maintaining & Also share the break-up of each stakeholder dependent calls like FLM, SLM, R&M, TIS, FSG & SFT
- Given update to each and every one who concerned with the call, maintain a downtime
- Assigning a call for down ATM's with appropriate vendors & follow ups for the same.
Education
BBA -
Indira Gandhi Institute of Technology
Nagpur, India 2001.04 -
Skills
Operational Efficiency
Customer Service
Time Management
Customer Service Management
Personal Information
Date of Birth: 06/07/93
Disclaimer
Information furnished above is true to the best of my knowledge.
Timeline
LEAD HELP DESK - E-SURVEILLANCE (Assistant Manager)
CMS Info Systems
2022.11 - 2024.01
E-SURVEILLANCE and EJ SERVICES Operation Management (Assistant Manager)
AGS TRANSACT TECHNOLOGIES LIMITED
2020.07 - 2022.10
Deployment, chargeback and WLA monitoring
VAKRANGEE - LTD
2018.10 - 2020.07
ATM Operation Management (Senior Executive)
AGS TRANSACT TECHNOLOGIES LIMITED
2015.05 - 2018.10
ATM Escalation Team- (Senior Executive)
MPHASIS
2013.11 - 2015.10
BBA -
Indira Gandhi Institute of Technology
2001.04 -
Operations / Service Manager
Hitachi Payment services Pvt. Ltd.
1 2024 - Current
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