About
Immediate Joiner | Serving Notice I am a Service Desk Manager and Service Delivery Leader with over 12 years of experience managing enterprise-grade IT support operations. My expertise lies in driving operational excellence through strict SLA governance, data-driven process automation, and high-performance people leadership. Key Highlights & Impact - Scalable Leadership: Proven experience managing large, diverse teams of up to 52 members, including Team Leads and Quality Analysts. Service Recovery: Expert in driving "Go-To-Green" initiatives and Continuous Improvement Plans (CIP) to stabilize underperforming service metrics. Strategic Tools: Proficient in utilizing ServiceNow and Power BI to deliver executive-level dashboards and actionable operational insights. Process Governance: Deeply skilled in the ITIL framework, managing incident, problem, and change lifecycles while ensuring audit readiness. Stakeholder Management: Experienced in leading performance cadence calls with global clients to align service delivery with business goals. Professional Credentials: PMP® (Project Management Professional) ITIL® Foundation v3 AWS Certified Cloud Practitioner Certified NexThink Associate | MCSE | MCP I am currently based in Pune and available for leadership opportunities in Service Desk, Service Delivery, IT Operations, or Process Quality.
Work experience
Service Desk Management - Process Quality Team Lead at Amdocs, Jul 2024 - Present · 1 yr 11 mos, Pune District, Maharashtra, India, IT Remote Support (Service Desk) Management, Operations Management, Data Analysis, KPI & Governance
Service Desk Manager - Associate Project Manager at Wipro, Nov 2022 - Jul 2024 · 1 yr 9 mos, On-site
IT Service Desk Team Lead at Wipro, Apr 2022 - Nov 2022 · 8 mos, Pune District, Maharashtra, India
Technical and Business Operations Analyst at Amdocs, Nov 2016 - Apr 2022 · 5 yrs 6 mos, Pune District, Maharashtra, India, Technical and Business Operations Analyst Service Desk Desktop Support
Senior Technical Support Associate at Convergys, Mar 2014 - Jul 2016 · 2 yrs 5 mos, Pune/Pimpri-Chinchwad Area, Take calls for UK based EE process and help customers with their Broadband and Wi-Fi Setup, Routers Etc.
