A dynamic individual who has performed various roles in the Service Desk and End User Services Area, having over 14 years of rich and insightful experience in Service Delivery, Creating End User Solutions, Operations Management, Escalation Management, SLA Management, Transformations and Service Improvements, Transitions and People Management.
- Service Delivery Management
- Project and Program Management
- Service Desk Management
- IT Service Management (ITSM)
- People Management
- Service Improvement and Process Improvement
- Service Now management
- Solution Architecting for Service Desk, Estimations
- Transformations and automation in Service Desk
Key Professional achievements:
- Reduction of cost by 75% for support labs, moved from public cloud to private cloud, and devising a sharing model for a lab environment.
- Identifying and implementing redundant tasks performed support agents and automating them to bring in 6% productivity y-o-y
- Building a script-based automation tool for user access management (joiners & leavers), thereby making the process efficient and mitigating risks related to user access.
- Being part of a key infosec initiative to build a multifactor authentication process for user identification over service desk calls to mitigate social engineering risks.
- Building process from scratch in an environment which was following obsolete process, implementing the ITSM process on ServiceNow, and taking the process to maturity.
- Working with next-gen tools such as Omnichannel Contact center solution, voice, Chat, email and web, Chatbots, RPA Bots, Script based automation
- Driving a delivery team to SDI Accreditation and securing a 3.6/4 at the first attempt, driving more than 500 initiatives to change process, Tools, KPIs, Targets, and service improvements – Service Desk, end User Support Services.
Various Roles I have taken up include
- Service Delivery Manager – Digital Workplace Services
- Manager Technology – Support Enablement Tools and Technologies
- Manager – Technology Support Group - Digital Workplace Services