> Completed the transition of Service Desk, Major Incident Management, MDM & Deskside Support for one of the London, UK based client. > Manage the daily operations of IT Services > Actively working as a process owner for ITSM processes – Incident Management, Service Request & Major Incident Management processes. > Creating the SIP’s, CAPA plans for the ITSM processes > Managing & governing the SLA’s for these processes across the ecosystem. > Working as an escalation manager for the entire project. Investigating, responding & documenting the escalations in escalation tracker and presenting it in weekly service delivery review > Representing these tracks in Internal quality audits on a monthly basis > Offshore & onshore resource hiring > Responsible for Service Delivery, working with our clients to meet and exceed expectations > Identifying the gaps, improvement ideas, documenting them and get implemented in Service Now prod environment > Planning, scheduling and executing the weekend activities at the client headquarter (moves, decommissioning & recommissioning of systems etc.…) & generating the work order for the additional billing/invoicing to client > SLA tracking, reporting & adherence > Process improvements > Identifying the training needs for the team & arranging for the same.

> Coordinate, prioritise, and maintain optimal service execution.> Strategic administration and general management, which will include day-to-day leadership, management and maintaining performance of IT Leads and IT Engineers> Provides hands on guidance, support, inspiration and solutions to Service Desk to ensure team is delivering a white glove customer experience.> Responsible for fostering and maintaining an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting and managing performance expectations> Generate/update and enforce Service Level Agreements (SLA) for all teams> Provide analysis on data and metrics, observe and report on service trends across individuals and team as a whole to drive direction and effectiveness of team.> Develop and enforce Standard Operating Procedures (SOP) > Creating the operational systems, processes and policies in support of Uber’s mission, improve management reporting, information flow, business process and organisational planning.> Main point of escalation for customers and complex issues that are blocking regional help desk techs, Leads and projects.> Conducts regular 1 to 1 with regional team leads and techs to provide guidance and support.> Lead regular Global/Regional Help Desk team syncs by driving actionable discussions> Interview, hire, onboard and train new team members > Foster relationships and collaborate across IT Eng Teams to drive key projects> Responsible for assigned projects and efforts for key corporate initiatives and Internal Service Delivery initiatives.

> Direct supervision, development and mentoring of the Service Desk> Support LinkedIn Employees with resolving issues with IT, AV and Communications systems Monitor Service Desk metrics to ensure service level metric targets are being met (KPIs: first response, Resolution time and Ticket age)> Achieved 90:10 ratio on ticket closure (started off with 30:70)> Support, Monitor and manage escalations for 24/5 Global Service Desk Urgent Phone Support and Global Chat support> Designed and executed 24/5 Global Chat Support> Implementation of Bomgar application for Chat Support> Implemented 24/7 Support Model (tickets, Urgent Calls and Chat)> Monitor mishandled metrics and follow up with techs and service owners> The role model for the team in overall customer focus and overall professional behavior> Strong sense of urgency and energy> Hire new potential Service Desk Technicians> Meets with entire Service Desk team once every other week> Escalation manager for Service Desk team > Issues and work with them on the resolution within the agreed SLA> Provide feedback and coaching to Service Desk team members on customer service-related issues to enhance the quality of support delivered using Agent scorecard and DSAT’s Delivered 90+ CSAT on a regular basis for the last 2 years Interactive coaching sessions (team and individual) every week Good verbal and written communications skills> Design and facilitate projects to improve processes and operations Develop and document new support and operations processes> Prepare and execute Agile Methodology - Scrum for HD day to day tasks and projects> Organised IT weekly team meeting. Discuss blockers and updates on day to day work with GTS teams (Mobile engineering, Client engineering, Compute, Regional IT teams, AV/VC team)> Organised a collaboration call every month with all IT teams to go through trends Created Knowledge for Service Desk

> Use to install and configure computer systems, diagnose hardware and software faults and solve technical and applications problems, Over the Ticket and Phone.> Troubleshooting system and network problems and diagnosing and solving hardware or software faults> Providing support, including procedural documentation and relevant reports following diagrams and written instructions to repair a fault or set up a system> Supporting the roll-out of new applications> Setting up new users' accounts and profiles and dealing with password issues> Responding within agreed time limits to call-outs> Working continuously on a task until completion (or referral to third parties, if appropriate)> Prioritising and managing many open cases at one time> Rapidly establishing a good working relationship with customers and other professionals, such as software developers> Testing and evaluating new technology> Conducting electrical safety checks on computer equipment

Monitor and maintain the computer systems and networks of an organisation. Install and configure computer systems, diagnose hardware and software faults and solve technical and applications problems, either over the phone or in Ticket.

Installing, supporting, and maintaining servers computer systems, and planning for and responding to service outages and other problems.