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Sachin Kumar

Service Delivery Management | IT Service Management (ITSM) | Incident Management | Major Incident Management | SLA & KPI Governance | Stakeholder Management | Team Leadership | Continuous Service Improvement (CSI) | RCA

Greater Bengaluru Area

10+ years of work experience

Cognizant
Mar 20215 yrs 4 mosPresent

Lead and managed a 10+ members of Service Desk team, ensuring consistent SLA adherence and high-quality service delivery. Improved SLA compliance by 20% through process optimization and proactive incident management. Reduced repeat incidents by 15% by enhancing knowledge base and implementing structured documentation practices. Act as Major Incident Manager (MIM) for P1/P2 incidents, ensuring quick resolution and minimal business impact. Drive continuous service improvement (CSI) initiatives aligned with ITIL framework. Monitor and manage ticket queues in ServiceNow, ensuring prioritization and timely resolution. Collaborate with cross-functional teams to resolve critical issues and improve service stability. Conduct performance reviews, coaching, and mentoring to improve team productivity and engagement. Administer Microsoft 365, Exchange Online, Intune, SCCM, and Active Directory operations. Develop and maintain SOPs aligned with ITIL and ISO standards.
Jun 20191 yr 10 mosMar 2021

Provided L1/L2 technical support for Microsoft ecosystem, handling 50+ tickets/day with 95% resolution rate. Supported incident and problem management processes, contributing to root cause analysis. Reduced manual workload by 10% through automation initiatives. Delivered onboarding support and ensured smooth transition for new clients. Created and maintained knowledge base articles to improve first-call resolution. Handled P1/P2/P3 incidents, ensuring SLA compliance and timely escalation.
Nov 20171 yr 8 mosJun 2019

Managed high-priority escalations, ensuring resolution within defined SLAs. Contributed to problem management and RCA documentation. Conducted training sessions for new hires and junior engineers.
Aug 20161 yr 4 mosNov 2017

Delivered technical support for Microsoft Office suite via voice/chat. Troubleshoot Outlook, Exchange, and Office-related issues. Assisted users with email configuration and connectivity issues. Supported escalation handling and collaborated with senior teams.

Education

college of engineering bhubaneswar

Bachelor of Technology (B.Tech.), Computer Science

college of engineering bhubaneswar

20113 yrs2014

Diploma in IT, I.T

Barapada School of Engineering & Technology

20083 yrs2011

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Headline

Service Delivery Management | IT Service Management (ITSM) | Incident Management | Major Incident Management | SLA & KPI Governance | Stakeholder Management | Team Leadership | Continuous Service Improvement (CSI) | RCA

About

Service Desk Lead with 10+ years of experience in IT Service Management (ITSM), including 4+ years leading high-performing service desk teams in enterprise environments. Proven expertise in incident, problem, and change management, driving SLA/KPI adherence, and improving customer experience. Demonstrated success in managing 10+ member teams, optimizing service delivery operations, and reducing incident volumes through automation and knowledge management. Strong hands-on experience with ServiceNow, Microsoft 365 ecosystem, SCCM, and Intune. Recognized for driving operational excellence, stakeholder communication, and continuous service improvement aligned with ITIL practices.

Location

Greater Bengaluru Area

Work experience

Service Desk Lead at Cognizant, Mar 2021 - Present · 5 yrs 4 mos, Lead and managed a 10+ members of Service Desk team, ensuring consistent SLA adherence and high-quality service delivery. Improved SLA compliance by 20% through process optimization and proactive incident management. Reduced repeat incidents by 15% by enhancing knowledge base and implementing structured documentation practices. Act as Major Incident Manager (MIM) for P1/P2 incidents, ensuring quick resolution and minimal business impact. Drive continuous service improvement (CSI) initiatives aligned with ITIL framework. Monitor and manage ticket queues in ServiceNow, ensuring prioritization and timely resolution. Collaborate with cross-functional teams to resolve critical issues and improve service stability. Conduct performance reviews, coaching, and mentoring to improve team productivity and engagement. Administer Microsoft 365, Exchange Online, Intune, SCCM, and Active Directory operations. Develop and maintain SOPs aligned with ITIL and ISO standards.

Service Desk Analyst at Convergys India Services Pvt Ltd, Jun 2019 - Mar 2021 · 1 yr 10 mos, Provided L1/L2 technical support for Microsoft ecosystem, handling 50+ tickets/day with 95% resolution rate. Supported incident and problem management processes, contributing to root cause analysis. Reduced manual workload by 10% through automation initiatives. Delivered onboarding support and ensured smooth transition for new clients. Created and maintained knowledge base articles to improve first-call resolution. Handled P1/P2/P3 incidents, ensuring SLA compliance and timely escalation.

Senior Escalation Engineer at Convergys India Services Pvt Ltd, Nov 2017 - Jun 2019 · 1 yr 8 mos, Managed high-priority escalations, ensuring resolution within defined SLAs. Contributed to problem management and RCA documentation. Conducted training sessions for new hires and junior engineers.

Technical Support Engineer at Convergys India Services Pvt Ltd, Aug 2016 - Nov 2017 · 1 yr 4 mos, Delivered technical support for Microsoft Office suite via voice/chat. Troubleshoot Outlook, Exchange, and Office-related issues. Assisted users with email configuration and connectivity issues. Supported escalation handling and collaborated with senior teams.

Education

Bachelor of Technology (B.Tech.), Computer Science, college of engineering bhubaneswar

Diploma in IT, I.T, Barapada School of Engineering & Technology