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Frieda Manjaly

Project Manager | IT Operations and IT service management | Service Assurance | Major Incident | Modern Workplace | Open to Germany

Greater Bengaluru Area

16+ years of work experience

Infosys
Aug 20242 yrs 2 mosPresent

India

Infosys
Mar 20222 yrs 6 mosAug 2024

Bengaluru, Karnataka, India

Accenture
Aug 20129 yrs 8 mosMar 2022

Bangalore Area, India

Accenture
Aug 20129 yrs 8 mosMar 2022

Escalation Management: Handling escalations and reports for the team, ensuring timely resolution, accurate documentation, and smooth workflow continuity. Team Interaction and Training: Monitoring team interactions, training new hires, and participating in training sessions to improve performance and skills development. Ticket Monitoring and Client Reporting: Overseeing the L2 ticket bucket, contributing to customer experience, and preparing detailed day-to-day reports for clients. Team Assistance and Leadership: Managing and assisting the team of 10 members during the manager's absence, ensuring operational efficiency and team collaboration.
Dell International Services
Sep 20102 yrsAug 2012

Delivered comprehensive remote technical support to clients in the United States, specializing in Dell hardware and software products. Identified, troubleshooted, and resolved a broad range of technical issues, ensuring a high level of customer satisfaction. Worked closely with senior technicians to escalate and effectively resolve complex technical challenges faced by clients. Provided guidance and support to junior team members, acting as a mentor to enhance their technical skills and problem-solving capabilities.
Dell International Services
Aug 20102 yrsJul 2012

Bangalore Area, India

Frieda’s AI Stack

gemini
gemini

Education

The oxford college of engineering

Bachelor of Engineering, Computational Science

The oxford college of engineering

20064 yrs2010

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Headline

Project Manager | IT Operations and IT service management | Service Assurance | Major Incident | Modern Workplace | Open to Germany

About

Service assurance and IT operations program manager with 15+ years in SIAM-aligned delivery, major incident leadership, and Service Level Agreement governance. Build operating models for Service Desk and contact center transitions, strengthen escalation paths, and run command center routines across Windows, Linux, VMware, cloud, and network towers. Delivered measurable impact such as 55% incident reduction and 25% queue reduction through trend analysis and prevention actions. Certified in ITIL and Microsoft Certified: Azure Fundamentals. Open to Germany; English and German listed. Microsoft & ITIL certified professional with a Bachelor of Engineering (BE) focused in Computer Science from The Oxford college Of Engineering - VTU University. Currently working in Infosys as Project Manager leading the Service Assurance Department for the client. Aws certified / Agile-Scrum certified.

Location

Greater Bengaluru Area

AI stack

gemini

Work experience

Project Manager at Infosys, Aug 2024 - Present · 2 yrs 2 mos, India

Senior Consultant at Infosys, Mar 2022 - Aug 2024 · 2 yrs 6 mos, Bengaluru, Karnataka, India

IT Operations Consultant at Accenture, Aug 2012 - Mar 2022 · 9 yrs 8 mos, Bangalore Area, India

Information Technology Operations Manager at Accenture, Aug 2012 - Mar 2022 · 9 yrs 8 mos, Escalation Management: Handling escalations and reports for the team, ensuring timely resolution, accurate documentation, and smooth workflow continuity. Team Interaction and Training: Monitoring team interactions, training new hires, and participating in training sessions to improve performance and skills development. Ticket Monitoring and Client Reporting: Overseeing the L2 ticket bucket, contributing to customer experience, and preparing detailed day-to-day reports for clients. Team Assistance and Leadership: Managing and assisting the team of 10 members during the manager's absence, ensuring operational efficiency and team collaboration.

Technical Support Associate at Dell International Services, Sep 2010 - Aug 2012 · 2 yrs, Delivered comprehensive remote technical support to clients in the United States, specializing in Dell hardware and software products. Identified, troubleshooted, and resolved a broad range of technical issues, ensuring a high level of customer satisfaction. Worked closely with senior technicians to escalate and effectively resolve complex technical challenges faced by clients. Provided guidance and support to junior team members, acting as a mentor to enhance their technical skills and problem-solving capabilities.

TECHNICAL SUPPORT ASSOCIATE at Dell International Services, Aug 2010 - Jul 2012 · 2 yrs, Bangalore Area, India

Education

Bachelor of Engineering, Computational Science, The oxford college of engineering