---
title: "Amon David - Team Lead in Pune/Pimpri-Chinchwad Area | Tal"
description: "Meet Amon David, IT Service Desk Team Lead based in Pune/Pimpri-Chinchwad Area."
image: "https://tal.club/meet/amon-david/share-image"
---

# Amon David on Tal

## Headline

IT Service Desk Team Lead

## About

Working with the MIM team as a Major Incident Manager\. Handling all the Priority\-1&2 tickets and getting them resolved within the prescribed SLA by connecting with the dedicated and concerned team\. \*ITIL Certified from Udemy\.

## Location

Pune/Pimpri\-Chinchwad Area

## Work experience

Team Lead at Tata Consultancy Services, Jan 2020 \- Present · 6 yrs 5 mos, Pune District, Maharashtra, India, Led and supervised the IT Service Desk team responsible for providing technical support to corporate offices, retail stores, and remote locations across northern Canada\. • Managed day\-to\-day service desk operations, ensuring adherence to SLA , ITIL , and incident management standards\. • Acted as the primary escalation point for complex technical issues, coordinating with infrastructure, network, and application teams for swift resolution\. • Oversaw ticket lifecycle management using ServiceNow \(or your ITSM tool\) to ensure efficient logging, categorization, prioritization, and resolution\. • Conducted regular team performance reviews , set goals, and developed staff through coaching and training initiatives\. • Analyzed service desk metrics and prepared weekly/monthly performance reports to identify trends and implement improvement strategies

Trainer and Subject Matter Expert at Tata Consultancy Services, Mar 2015 \- Dec 2019 · 4 yrs 10 mos, Pune Division, Maharashtra, India, • Served as a Subject Matter Expert \(SME\) for Telstra’s products, systems, and service processes, providing expert\-level guidance to frontline support teams and new hires\. • Designed, developed, and delivered comprehensive training programs covering customer service operations, network troubleshooting, billing systems, and product knowledge\. • Conducted onboarding and upskilling sessions for service desk agents and technical support staff to ensure consistent delivery of high\-quality support\. • Collaborated closely with operations managers, quality teams, and process owners to identify knowledge gaps and create targeted learning interventions\.

## Education

Higher Secondary, Commerce, Bharti Vidya Mandir

[View the original profile](https://tal.club/meet/amon-david)

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