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Lead Solution Architect
Service Desk Delivery Lead
Our end user service process and operations maturity is built on “solution templates” that reflect the best practices, patterns and processes gained through our many years of experience delivering IT infrastructure management services.
Automation & ServiceNow SME
Well defined policies, backup and recovery procedures are in place to ensure business continuity. Feedback from the ecosystem is assessed on a periodic basis to ensure operational capabilities are improved constantly. Emerging technologies are introduced after due diligence and comprehensive quality check.
Emerging Technologies: We have implemented the MPLS cloud connecting all the campuses enabling access to resources from anywhere. We are a pioneer in implementing ERP Solutions (URP), Smart classes, Active Learning systems, AI powered classrooms, Integrated Labs, Paperless examinations that has enabled significant scalability and improved student and faculty experience.
We inherit the education expertise from our parent organization, which has the experience of managing expectations of 52,000 students every year and a 3200 strong faculty spread over 9 campuses – our vast experience has been accumulated from more than a million successful students.
The ongoing Managed IT services engagement has a 70 member team to support the institution working in Onsite-Offsite model with on-premise and remote support. The team provides support for IT Infrastructure (Storage, Network and Servers) across all campuses, Datacenter management, End user services, Enterprise application support (ERP / CRM), Learning Management Systems, Lab technologies, Audio Visual Media, Smart classrooms, Knowledge Management and Skill Development.
TTIT inherits the education domain from its parent organization, which has the experience of managing expectations of over 80,000 members of student community and faculty spread over 8 campuses at any point in time. The vast experience over the years has been accumulated from more than a million successful students
We have been providing managed IT services to one of our leading education institution of India, recognized as a category “A” institution by the Ministry of Human Resource Development (MHRD), grade “A++” by NAAC, rated as “Four Star” by Quacquarelli Symonds Stars. The institution offers programs accredited by the Engineering Accreditation Commission of ABET and is ranked 2020 among the educational institutions across the world and stands 52 in the NIRF ranking. The institution is committed to the Skill India development and is the founder of IGHEA (India Global Higher Education Alliance) Colleges Board, a U.S. based, non-profit organization to promote internationalization.
We have a 70 + member team to support the institution working in offshore-onsite model. The team provides support for Infrastructure across the 6 campuses, Data centre support, ERP and other applications, Knowledge Management and Skill Development.
The helpdesk team operates from SRMTech and from the individual campuses. Tickets are logged using the ticketing system and are SLA driven.
During admissions we provide chat facility for receiving admission queries. Also we have a BPO team to support the admission queries. The inventories are tracked and maintained using an inventory management application. The support teams located in the individual campuses, handle L1 tickets, take care of class-room training for end users in systems & processes. Requests or queries from applicant, students, staff, faculty, alumni etc are received by the technicians at IT Helpdesk. In case of known queries the knowledge base is referred and the query resolved. In case of new issues the queries are analyzed and the problem areas identified. In case of application support the impact is analyzed, effort is estimated and the same is implemented after the approval. The helpdesk team at offshore supports remote installations, content updates/creation for websites, application enhancements or new application developments.
We have well defined policies, backup and recovery procedures in place to ensure business continuity.
The team also includes domain experts who have a thorough understanding of the educational institution’s operations. Problems are tracked to identify improvements. We have a process re-engineering committee to review the processes and suggest improved processes.
Feedback from the ecosystem is assessed on a periodical basis to ensure operational capabilities are improved constantly. Emerging technologies are introduced after due diligence and comprehensive quality check. We have brought in new technologies in Asia, that include,
Quarterly operational plan involving all the stakeholders of the ecosystem, which feeds in to the annual strategic planning, to anticipate and respond to systemic, academic and technological changes with ease.
We have our customer support manager working closely with the customer to ensure that customer’s pain points are addressed quickly. The customer support manager identifies new opportunities, takes care of the customer billing, measures the success and takes appropriate measure to ensure that customer is satisfied.
Our support organization is aligned by the customer locations and we operate out of multiple locations in the US, Japan and India. We work on an Onsite-Offsite-Offshore based global service delivery model to ensure adequate coverage, customer touch points, faster turnaround times as well as optimal cost.
The SRM Group is a $1 Billion multinational conglomerate that has been in business for over four decades and operates in 15 cities across US, Japan and India, covering Education, Technology, Healthcare and Media sectors.
Our professionals are multi-lingual and possess technology and domain expertise, which has helped us establish long-standing partnerships with over 100 customers. Our strong alliances facilitate joint research and collaborative programs. As part of ISO 14001:2015 (Environment Management System) certification, we follow a structured process for achievement of continual improvement, which uses resources more prudently and take care of local environment needs. Structure of EMS provides us the opportunities for incorporating strategic sustainable concepts into the management decision making process.
TechTrendsIT (TTIT), is a wholly owned US subsidiary of SRM Technologies established in 1999 and provides IT consulting, Infrastructure and Application services in Education, Automotive, Manufacturing and Healthcare industries. 16 Delivery centers deliver over 100 active engagements to clients across the world, including Fortune 500 companies. Our certifications ( CMMi Level 5, ISO 9001:2008, ISO/TS 16949, ISO/IEC 27001:2013) ensures we are process driven. We are a $100 Million revenue company with 1500+ employees. We provide Managed IT Services, Application Development & Maintenance, Product Engineering Services and Quality Engineering.
Global delivery and relationship model with optimized onsite and offshore presence to provide cost effective service.
Our management team will work closely with CSN’s IT leadership team to focus on strategic initiatives in order to support future scale and complex needs.
we have identified 5 major transformation initiatives that will help you accomplish your vision. Here is a brief overview:
In order to help accomplish these strategic initiatives and accelerate student experience and learning outcomes, CSN needs to digitize the way they deliver services. We propose creating a “Digital Endoskeleton” as shown below:
Please provide the ticket data for the last 6 months to arrive at the following