Headline

Team Lead at Tech Mahindra | Former Experience Lead at Teamware Solutions (Client: Microsoft) | Former SR Member Technical at Broadridge

About

Experienced IT Service Desk Team Lead with 8+ years of expertise in IT support, including 2.5 years in leadership roles. Adept at managing high-performing teams, improving customer service, and driving process efficiencies. Proven ability to handle escalations, mentor team members, and implement best practices to streamline operations. Skilled in problem-solving, troubleshooting, and delivering technical support in fast-paced environments. Strong focus on user satisfaction, team collaboration, and continuous improvement to meet and exceed service level agreements (SLAs). Passionate about fostering a positive work culture and enabling teams to reach their full potential.

Location

Hyderabad

Work experience

Team Lead at Tech Mahindra, Sep 2023 - Sep 2024 · 1 yr 1 mo, Hyderabad, Telangana, India, Experienced IT Service Desk Team Lead with 8+ years of expertise in IT support, including 2.5 years in leadership roles. Adept at managing high-performing teams, improving customer service, and driving process efficiencies. Proven ability to handle escalations, mentor team members, and implement best practices to streamline operations. Skilled in problem-solving, troubleshooting, and delivering technical support in fast-paced environments. Strong focus on user satisfaction, team collaboration, and continuous improvement to meet and exceed service level agreements (SLAs). Passionate about fostering a positive work culture and enabling teams to reach their full potential.

Experience Lead at Teamware Solutions a division of Quantum Leap Consulting Pvt. Ltd, Mar 2022 - Jun 2023 · 1 yr 4 mos, Hyderabad, Telangana, India

Lead at Teamware Solutions (Client: Microsoft), Mar 2022 - Jun 2023 · 1 yr 4 mos, Resolved complex customer complaints and escalations, maintaining a positive reputation for the company and achieving a increase in customer retention. Conducted regular quality assessments and provided feedback to team members, which led to improvement in first-call resolution rates. Monitored real-time incident alerts and responded promptly to mitigate potential issues. Collaborated with cross-functional teams to identify root causes of incidents, enabling proactive prevention measures. Managed incident documentation and maintained a comprehensive incident database. Mentored new team members, driving their professional advancement and elevating collective team performance.

Senior Member Technical at Broadridge Financial Solutions (India) Private Ltd, Sep 2015 - Feb 2022 · 6 yrs 6 mos, Hyderabad, Telangana, India

Member Technical at Broadridge Financial Solutions (India) Private Ltd, Sep 2015 - Feb 2022 · 6 yrs 6 mos, On-site

Senior Member Technical at Broadridge, Sep 2015 - Feb 2022 · 6 yrs 6 mos, Primary responsibilities include receiving Service Desk calls and e-mails and providing primary ticket triage, distribution, routing services and feedback as per defined SLA. Monitoring ITSM alerts. Logging and prioritization of the service requests in case tracking tool of Remedy CS and ITSM. Generated weekly and monthly performance reports to assess service desk KPIs, enabling data-driven decision-making. Escalated Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator. User access management (for creating, modifying and deleting user profiles and password resets). Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.

Education

Bachelor of Technology - BTech, Computer Science, MLR Institute of Technology

High School Diploma, cbse