Headline

Service Desk Lead - India Operations - | Process Optimization | Enhancing Customer Experience | SLA/OLA Governance & Incident Management | CSAT Optimization & Stakeholder Management | Business Continuity Planning |

About

IT Infrastructure & Service Delivery Professional with 15 years of robust experience leading end-to-end IT operations, Service Desk frameworks, and enterprise infrastructure strategy. Proven expertise in aligning ITIL best practices with business goals to enhance Global Service Desk performance, optimize vendor ecosystems, and ensure robust operational resilience. Core Competencies: Operations & Delivery: Service Desk Leadership, Incident & Change Management, SLA/OLA Governance, Asset Lifecycle Management. Risk & Resilience: Proactive Issue Resolution, Business Continuity (BCP), and Disaster Recovery (DR) design. Strategic Management: Multi-Vendor Management, Knowledge Management (KCS), and Customer Experience (CX/CSAT) Transformation. Results-driven IT Service Management professional with 15+years of experience leading global service desk and infrastructure support operations within enterprise environments.

Location

Hyderabad

AI stack

claude

gemini

grok

Work experience

Service Desk Lead at Neighborly®, Apr 2024 - Present · 2 yrs 7 mos, Bengaluru, Karnataka, India, Lead a team of Service Desk Analysts supporting global enterprise users Own end-to-end service desk operations, ensuring SLA adherence and service quality Act as primary escalation points for major incidents and critical business issues Drive continuous improvement initiatives to optimize processes and reduce repeat incidents Conduct audits, quality checks, and performance reviews to maintain operational excellence Deliver technical and process training, improving first-call resolution rates Manage reporting for SLA, MTTR, ticket trends, and CSAT metrics

Service Desk Team Lead at ZapCom Group Inc, Jul 2022 - Apr 2024 · 1 yr 10 mos, Hyderabad, Telangana, India, Supported 24/7 IT service operations across global users Managed priority incidents and escalations, ensuring minimal downtime Partnered with IT leadership to drive process improvements and service maturity Led team development initiatives, including coaching and performance management Acted as key liaison between business users and IT teams

Operations Team Lead at Regalix, Jan 2021 - May 2022 · 1 yr 5 mos, Hyderabad, Telangana, India, Led quality operations and improved CSAT and service KPIs Conducted call audits, feedback sessions, and performance reviews Designed training programs to improve team effectiveness

Quality Analyst at Tech Mahindra, Jan 2019 - Dec 2020 · 2 yrs, Hyderabad, Telangana, India, Managed SLA/KPI performance and reporting Supported incident management lifecycle and service delivery

Travel at Career Break, Jan 2017 - Jan 2019 · 2 yrs 1 mo, New York City Metropolitan Area

Education

Bachelor of Commerce - BCom, Accounting, Osmania University