Roger Joseph profile photo 1 on Tal

Roger Joseph

Senior Manager at Synechron Technologies

Bengaluru

19+ years of work experience

Synechron
Apr 20251 yr 7 mosPresent

Bangalore Urban, Karnataka, India

HCL Technologies
May 20196 yrsApr 2025

Bangalore Urban, Karnataka, India

IBM
Feb 20172 yrs 4 mosMay 2019

Bengaluru, Karnataka, India

• Single point of contact for delivery and be the advocate between service delivery and customer • Provide leadership and direction to delivery teams. • Handle operational issues related to delivery center. • Drive efficient communication and information management • Provide technical support and participate in the Change Control Board and/or change control process • Ensure continuous communication & coordination with client in the event of a high focus incident/ major incident along with ensuring seamless communications between customer & the technical resolver groups • Drive and manage service quality, performance - own service quality for service provided by the delivery organization • Monitor service-delivery performance with established governance • Plans, facilitates & coordinates service improvement programs (SIPs) • Drives productivity in coordination with service lines • Continually identify ways to reduce cost delivering the services and improve service • Understand client requirements, business opportunity identification, guidance, support and closure • Ensure continuous communication & coordination with client • Ensure positive client satisfaction and client relationship is maintained for service delivery
Hewlett Packard Enterprise
Jul 20088 yrs 8 mosFeb 2017

Bangalore

•Led team of 20 members, monitored performance & metric management and gave prompt feedback to ensure quality •Steered the process flow and virtualized support model for service desk •Executed the first of its kind Lync Anywhere365 support model at HP delivery •Ensured strict adherence to the Service Level Agreement •Organized the Rewards & Recognition program to boost the morale & motivate top performers •Finalized and rolled out multiple Continuous Service Improvement Plans resulting in cost saving, volume reduction, business efficiency & customer satisfaction •Appreciated for conducting all monthly service delivery reviews for Client & the Account Management team by the management; the data showed significant improvement to the delivery •Led the complete ownership of the review meeting, discussed team performance and suggested further plans •Addressed relocation of Customer Delivery Centre as project as part of the project team and helped the project manager in completing the project from the delivery side •Participated and managed ISO 20K and ISO 27K Internal Audits •Conducted onsite visit to Netherlands for knowledge transfer of eAudIT application, resulting in improvement of (FCR from 40% to 60% and Improvement in desk FCR by overall 15%) •Drove compliance metrics as C-Sat, FCR, and Ticket Logging Accuracy by initiatives; resulting in achieving client confidence and more in-scope •Prepared technical/process documentation & updated the KEDB with latest solutions Projects Executed : •Implementation of o Dedicated Client Application Support model o Lync Anywhere365 infrastructure (Service Desk – Call/Chat through Lync) o Lync Audio/Video conferencing Room for Client reviews • Co-ordinated the Relocation Project for Customer Delivery Centre • Participated in Windows 7 deployment Project along with the imaging & applications development team onsite • Initiated and worked on a Project for Continual Service Improvement & Innovation program
Jul 20071 yrJun 2008

Bengaluru, Karnataka, India

Extended customer support for internal and external hard drives

Roger’s AI Stack

claude
claude
ChatGPT
ChatGPT
Microsoft Copilot
Microsoft Copilot

Education

University at Buffalo School of Management, The State University of New York

Master of Science (MS), Management Information Systems, General

University at Buffalo School of Management, The State University of New York

20112011
Amrita Vishwa Vidyapeetham, Coimbatore

Executive MBA, Business Administration and Management, General

Amrita Vishwa Vidyapeetham, Coimbatore

20092 yrs2011

Join Roger and 10k+ other professionals on

Tal Boss

Tal is the app where bosses meet engineers & builders directly, without middlemen

Download Tal Boss

Roger Joseph on Tal

Headline

Senior Manager at Synechron Technologies

About

With over 19 years of experience in IT service management, I bring a strong foundation in people management and service delivery excellence. As Senior Manager at Synechron since April 2025, I collaborate with cross-functional teams to provide exceptional IT solutions, aligning with organizational goals and client expectations. My career spans leadership roles in globally recognized organizations, focusing on optimizing processes, managing high-performing teams, and ensuring service quality. I am passionate about delivering impactful IT service solutions that drive operational efficiency and enhance customer satisfaction.

Location

Bengaluru

AI stack

claude

ChatGPT

Microsoft Copilot

Work experience

Senior Manager at Synechron, Apr 2025 - Present · 1 yr 7 mos, Bangalore Urban, Karnataka, India

Service Delivery Manager at HCL Technologies, May 2019 - Apr 2025 · 6 yrs, Bangalore Urban, Karnataka, India

Service Delivery Manager at IBM, Feb 2017 - May 2019 · 2 yrs 4 mos, Bengaluru, Karnataka, India, • Single point of contact for delivery and be the advocate between service delivery and customer • Provide leadership and direction to delivery teams. • Handle operational issues related to delivery center. • Drive efficient communication and information management • Provide technical support and participate in the Change Control Board and/or change control process • Ensure continuous communication & coordination with client in the event of a high focus incident/ major incident along with ensuring seamless communications between customer & the technical resolver groups • Drive and manage service quality, performance - own service quality for service provided by the delivery organization • Monitor service-delivery performance with established governance • Plans, facilitates & coordinates service improvement programs (SIPs) • Drives productivity in coordination with service lines • Continually identify ways to reduce cost delivering the services and improve service • Understand client requirements, business opportunity identification, guidance, support and closure • Ensure continuous communication & coordination with client • Ensure positive client satisfaction and client relationship is maintained for service delivery

Service Delivery Lead at Hewlett Packard Enterprise, Jul 2008 - Feb 2017 · 8 yrs 8 mos, Bangalore, •Led team of 20 members, monitored performance & metric management and gave prompt feedback to ensure quality •Steered the process flow and virtualized support model for service desk •Executed the first of its kind Lync Anywhere365 support model at HP delivery •Ensured strict adherence to the Service Level Agreement •Organized the Rewards & Recognition program to boost the morale & motivate top performers •Finalized and rolled out multiple Continuous Service Improvement Plans resulting in cost saving, volume reduction, business efficiency & customer satisfaction •Appreciated for conducting all monthly service delivery reviews for Client & the Account Management team by the management; the data showed significant improvement to the delivery •Led the complete ownership of the review meeting, discussed team performance and suggested further plans •Addressed relocation of Customer Delivery Centre as project as part of the project team and helped the project manager in completing the project from the delivery side •Participated and managed ISO 20K and ISO 27K Internal Audits •Conducted onsite visit to Netherlands for knowledge transfer of eAudIT application, resulting in improvement of (FCR from 40% to 60% and Improvement in desk FCR by overall 15%) •Drove compliance metrics as C-Sat, FCR, and Ticket Logging Accuracy by initiatives; resulting in achieving client confidence and more in-scope •Prepared technical/process documentation & updated the KEDB with latest solutions Projects Executed : •Implementation of o Dedicated Client Application Support model o Lync Anywhere365 infrastructure (Service Desk – Call/Chat through Lync) o Lync Audio/Video conferencing Room for Client reviews • Co-ordinated the Relocation Project for Customer Delivery Centre • Participated in Windows 7 deployment Project along with the imaging & applications development team onsite • Initiated and worked on a Project for Continual Service Improvement & Innovation program

Technical Support Executive at 24/7 Customer Pvt. Ltd, Jul 2007 - Jun 2008 · 1 yr, Bengaluru, Karnataka, India, Extended customer support for internal and external hard drives

Education

Master of Science (MS), Management Information Systems, General, University at Buffalo School of Management, The State University of New York

Executive MBA, Business Administration and Management, General, Amrita Vishwa Vidyapeetham, Coimbatore