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Customer Service Management

Bengaluru, Karnataka, 560001, India
Rs. 13,50,000 pa
October 11, 2016

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Contact No.: +91-998*******

Current Location: Bangalore

ITeS(BPO) ~ Service Management (Service Desk and Helpdesk) ~ People Management ~ Customer Service(Technical and Semi Technical) ~

ITIL®2011 Expert B.Sc IN Maths(Hons.)

Seeking a position that will benefit from my strong ITES, IT Service management and pre sales engineering experience to create sales business strategies and develop customer base, marketing tools and product launching.


16 plus years of relevant experience in Global Service Delivery, IT Service Desk, IT Service Management, IT Outsourcing/Offshoring and IT strategy. Consulted with business community to identify client needs and develop business solutions to improve customer service. Managed end-to-end delivery of IT services (Service lifecycle management, end user support, coach and mentor delivery team, and Incident/ Problem/ Change and Risk Management) to many clients at organization level following ITIL best practices. Liaison to end users and stakeholders for business issues to ensure quality of services and support. Lead large team to provide Single point ownership for Delivery & Operations of Service Desks and Helpdesk in the area of IT Infrastructure Delivery Management and BPO Services. Managed an ever-changing, cross-functional, 143-member team and met account needs through cross-training and creative hiring practices including off-shore, near-shore, and remote workers. Motivate team to achieve desired Quality and Delivery targets.

Responsible for quality delivery of Operational and Infrastructure Support for Production Support, Network, Telecom Support, and the Service Desk. Responsible for preparing and managing budgets/ pricing for projects. Analyze metrics for service requests and incidents to identify problem trends and adjusted training/ support of technical staff accordingly, meeting 100% of service level agreement (SLA) compliance. Responsible for Program, Delivery, people management, escalation, mentoring, training and meeting SLA’s as part of SLA management. Identify causes for non-achievement of SLAs, develop solutions and execute the same.Planning and implementation of performance stacks and incentive plan to build up team motivation and in turn increase revenue of Process and Organization. Coordinating with the Managers, Group Heads and Leaders for productivity and defect analysis. Participate in compliance audit review programs of key projects. Improve the development of support staff with cross-training, which increased productivity and reduced staffing budget. Responsible for hiring and resource planning.

Strong customer orientation - Drives customer service culture by coaching, mentoring and developing the team. Identify causes for non-achievement of SLAs, develop solutions and execute the same.Excellent professional ability to work in Team and challenging work environment. Efficient Time Management and able to work under pressure.

Delivery and Operations Process management : Co-ordinate with team on planning, supervision, Audits, load management etc. Key role played in interdepartmental coordination.Reporting to VP Customer Care/ Director Infrastructure Management Group, working together with Offshore and Onshore Leaders/ with DevOps, Infrastructure team on concerned projects and initiatives.

Manage relationships with international/ domestic clients, teams and internal groups to maximize delivery to quality and agreed time lines and within agreed budgets. Working on Pre-Sales for Infrastructure as a Service (IaaS).


- Leadership - People Management, - Service management, - Delivery management, - Operation Management, - BPO, - Pre sales, - Performance Management, - SLA Management, - Escalation Management, - Training, - Bid Management, - Dealt with Internal and External Customer, - Client Interaction and Management, - Problem solving and solution focused, - Operations service delivery,

- Report Analysis on Operation and Delivery reports, - Stategic Planning, - Excellent written & verbal communications, - Strong organization skills and ability to multi-task and prioritize work.


Netlink Solution Pvt. Ltd., Bhopal. October 2012 to September 2015

Premier provider of IT, Business Process Solutions and Supply Chain

Delivery Manager – Service Desk & Helpdesk

Department : Infrastructure as a Service (IaaS)

Responsibilities :

Own day to day operations of service desk and first escalation point for Incident/Problem/Change issues.

Responsible for developing operational and tactical plans to ensure adherence to SLAs.

Ensures availability of services, staffs for day to day ops and optimal capacity utilization.

Coordinate customer-client escalations. Manage work volume, headcount forecast, cost-revenue analysis.

Responsible for performance, cost, scope, schedule, quality, and appropriate business measurements for a Vertical/Engagement

Undertakes tactical/strategic planning for the process.

Build, nurture and strengthen Client Relationships.

Resolve conflicts within the team and cross team.

Contribute to bids.

Client interaction and Senior Management Interaction.

Participate in Change Advisory Board (CAB) calls, as CAB member.

Manages multiple process/ projects or vertical end to end from a process delivery and quality offering perspective.

Monitors daily progress/status and makes adjustments/corrections to ensure optimal performance and service.

People management –daily task monitoring, tracking and delivery of key initiatives and projects.

Managing customer issues and escalations and tracking the Customer SLAs closely.

Worked with leadership team on Bid Management.

Provides complex metrics and reporting support to all relevant stakeholders.

Proactively identifies potential issues and drives resolution to avoid customer impact and facilitate continuous improvement, Establishes budgets, operational plans.

Responsible for running an ITIL compliant operation and enforcing security and compliance requirements of Organization and Customer/ Client.

Own Service Management processes, tools and disciplines and ensure they are applied in all aspects of contract delivery.

Own and drive people management processes including career planning, training and certification, rewards and recognition and employee engagement.

Responsible for people management with specific reference to managing the growth and development of the people working in the team.

Participate in organizational activities.

Shalom ERP, Pune - India. January 2010 to September 2012.

Tata Indicom and Tata Photon (ISP/ Telecom)

Manager Customer Service/ Technical Support and Service desk.

Infrastructure Managed Group


Manage operations for Domestic Service Delivery (Operations) for Pune Site.

Manage, Support and Value add to the team.

Managed Incident, Problem and Change management issues.

Ensure growth and development of Assistant Managers and Team Leaders.

Manage, Audit and ensure Policy adherence in the process

Conduct one to one session with the AM’s and TL’s on team’s performance and analyzes defects.

Coordinating with the Assistant Managers and Team Leaders for productivity analysis.

Own Employee Satisfaction and Unavailability & attrition management.

Ownership for Performance development and counseling for performance of team members.

Analyze and Co-ordinate operational and service management metrics and reports.

Helping the team Identify deficiencies (tools, metrics and reports) and recommending solutions.

Continuously looking for opportunities to improve metrics and the validation of the data.

Achieving established goals for productivity, Service levels, Revenue realization.

Coordination with Ops support and other support functions.

Implementing on action plan for the process Outliers to improve productivity.

Weekly reviews with Process Head and Quality on Process Health.

Ensuring Customer satisfaction level (CE) and Quality within Core Metrics.

Planning and implementation of stacks, incentive plan and quarterly awards for teams to build up motivation and also increase process revenue.

Working with teams to close Time to Resolve (TTR) case with resolution as priority.

Responsible for resource planning, staffing and hiring.

Tiscali Talk Talk - UK. (ISP/ Telecom) August 2007 to January 2010.

Assistant Manager Technical Support. IBM Daksh, Pune

Verizon - US. (ISP/ Telecom) July 2006 to July 2007.

Team Leader Technical Support Infosys BPO, Pune

OneTel - UK. (ISP/ Telecom) February 2004 to July 2006

Sr. CSR for Technical Support. InfoVision, Gurgaon

DELL Computers - US. (IT – Hardware/ Software) January 2002 to February 2004.

Technical Support Executive for DELL Computers EXL services Noida

HDFC Bank - India. (BFSI) January 2000 to December 2001

Marketing Executive RCSPL (DSA for HDFC Bank) Jamshedpur


Bachelors in Science (Math’s Hons.)

ITIL® 2011 Expert

Certified e-BPMS in IBM Daksh

DRR (Disaster, Rescue and Recovery) Certified from Infosys.


Bachelors in Science (Math’s Honors)


Attended Netlink Leadership Meet, 2015.

Received the Retention Champion Award for 2008, from company CEO in IBM.

Best Team Leader for 2 consecutive Quarters in Infosys.

Pride Pro (Certificate for customer experience) in EXL.

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