Exp	Planning & designing Process Reengineering initiatives and streamlining Incident, Problem and Change Management. Enterprise level analysis of Hardware Surveys, Repeat Service, Open Cases, Tools Usage, Product Related Issues, and Unresolved Technical Issues for Global Vendors. Trend analysis of the operational metrics and providing feedback to the vendors for further improvement of the metrics. Exception Analysis and reporting, Quality Checking and Control. Identification of training requirements for the technical support technicians.