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Ritesh Kumar Jha
Uppal, Hyderabad - INDIA
Contact No: +91 9000252787
Email Id: jha.ritesh83@gmail.com
Summary
 Worked as Assistant Manager Technical (Global Role) in C3i SSPL from April 2007 to April
2015. Graduated from NIT Patna and having overall 8 years of extensive experience in ITES
industry.
 Roles and Responsibilities –
 Manage the day to day operations and help my Manager for the same.
 Knowledge Management – Sole point of contact for identifying
opportunities for new Knowledge articles, documentation, implementation
and adherence to the Knowledge articles. Periodice reviews and updates of
KEDB & KB inline with the process defined and any new releases.
 People Management - Mentor and motivate the team members to ensure
their morale is high even during the toughest times. Co-ordinate
development programmes for SMEs, TLs, Quality Analysts etc.
 Ensure attrition rate is as minimal as possible.
 Be the lead for all client meetings and respond to any client
complaints/escalations.
 Generating metrics and presenting to executive management and client
weekly and monthly.
 Ensure all SLAs/KPIs are met and the numbers move upwards.
 Ensure Customer Satisfaction score is always above the benchmark and any
customer feedback/complaint is analyzed and handled with care to ensure
we have action items to improve the service.
 5+ years of Core expertise in People Management, Knowledge Management and Incident
Management.
 Helpdesk analyst grown to Assistant Manager role having great experience in Client management,
Work Force Management, Recruitment, Team Training (Including New Hire training), Quality
analysis, driving customer satisfaction, operations planning, contingency management and
reporting on KPIs, SLAs and metrics.
 Expertise in Quality analysis and aware about Lean Sig Sigma concepts. Trained on Yellow Belt
in Lean Six Sigma.
 Demonstrated excellence in drafting and implementing different processes and SOPs / Work
Instructions.
 Result oriented, selft driven, highly motivated, smart and hungry to learn new technologies,
methodologies, strategies and processes.
Significant Contributions
 Holds the distinction of managing the entire gamut of operations and monitoring the performance
of the team.
 Holds experience in Technical Process for 8 years and played key roles like Subject Matter
Expert, Sr. Subject matter Expert and Assistant Manager in a technical process.
 Played a pivotal role in coordinating and implementing various processes in interaction with
clients in US, EMEA and APAC.
 Steered the transition of services from EMEA to India for MSD.
 Instrumental in systematically implementing a project at client locations in Bulgaria and India.
 Played a pivotal role in data crunching for preparing a RFP for new project.
 Demonstrated excellence in creating, developing and maintaining documents for the entire
organization according to ISO standards.

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 Successfully managed various transition trainings for the team.
 Recommended various process development measures from Quality Stand Point.
 Implemented various operational changes to enhance processes.
 Worked on various operational reports and coordinated with Back Office for development and
revisions of existing reports; designed SOPs/WIs/Process Maps/Work Matrix/KOs,etc. as a part
of Documentation
 Handled complete Technical Support for a Pharmaceutical Client (Merck) involving
troubleshooting, performing remote sessions and coordinating with various IT teams within &
outside C3i.
Education Detail
 B.Tech in ECE (2005) from NIT Patna with 78% marks.
 10+2 with Maths (2001) from ICSE board with 66% marks.
 High School (1999) from ICSE board with 86% marks.
Skills
 BMC Remedy – 4+ years of experience working with Remedy. Familiar with ITSM and ITIL
concepts.
 MS Office Suite – Expert at Outlook, Excel and Visio. Great skills on other Office suites.
 MS Power Point – Expert at preparing slides for presenting to client and executive management.
 Sharepoint – Familiar with Sharepoint Admin (Web Designer Role).
 Syntellect – Call, Email and Chat queue management, Aux usage management.
 Erlang C – Volume projection and staffing forecast.
 People Management – 4+ years of experience in people management. Handled a team of 70+ team
members.
 Quality Analysis – Aware about Lean Six Sigma Concepts and trained on Yellow Belt.
 Client Management – Expert in presenting Metrics, RCA & CAPA and Business development
ideas.
Projects Detail
1 – Stabalize Operations in Dalian (China) office (C3iSSPL, AP, India)
Duration: August 2011 – Dec 2011
Team Size: 8
Role Played: Train the team and Implement best practices
Details:
Prepared a stabalization and Optimization plan based on the requirement. Travelled to Dalian center
and did a pre-assessment of the team and the processes (Audited the management team for checking
if they are adhereing to the defined SOPs and processes). Trained the team on all aspects (Technica
knowledge as well as operational processes). Tracked the outcome to check the effectiveness of the
stabalization plan. Closed the project successfully after 3 months once all SLAs were in green mode
and all the team members following all the defined processes and best practices.
2 – Increase Team efficiency (C3i SSPL, AP, India)
Duration: Mar 2013 - Oct 2013
Team Size: 40
Role Played: Implement, drive and track best practices for increasing efficiency
Details:
Primary focus was on reducing the number of interactions per ticket and it was done by doing upskill
training for the team and also tips and tricks shared with team to reduce the AHT (Average Handle
Time). Constatnt monitoring, training, one on one sessions helped increase the efficiency and reduced
the head count from 40 to 31 in 8 months time.

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3 – Shift Left Activities – Transition work from Tier 2 to Tier 1 (C3i SSPL, AP, India)
Duration: Nov 2013 – Dec 2014
Team Size: 25
Role Played: Analytics Manager
Details:
Helped Analytics team to Perfom analysis on several hundred tickets to find out areas of opportunity
for transition. Presented the proposal first to executive management and once approved presented to
client. Most of the findings were approved and client agreed for shift left. Worked with Tier 2 and
client to transition the work from Tier 2 to Tier 1. Implemented the new processes and tracked it for
seamless transition. This transition resulted in 500 additional ticktes a month resulting a bigger
revenue for the organization.
Honours and Rewards
 Presidents Award – Q2 of 2011 – Highest honour at C3i. Received the award for
Extraodinary contribution in stabalizing the helpdesk and great client statisfaction after
stabilization.
 Employee of the Month – 2008 to 2010 – 9 EOMs awarded as L I analyst for best
performance in the month.
Strengths
 Excellent oral, written & presentation skills
 A high tolerance of stress and enjoys responsibilities
 Quick learner with good grasping ability
 Action-oriented and result-focused
 Lead & work as a team in an organized way
 Great time management skill
Personal Information
 Date of Birth: 2nd
Jan 1983
 Sex & Status: Male & Single
 Nationality: INDIAN
 Languages Known: English, Hindi and Maithili
 Passport Number: J6339178 valid till 2021
Ritesh Kumar Jha
Dated: 30th
June 2016