Avinash Kumar Email & Phone Number

Bengaluru, Karnataka, India

* Orchestrating positive customer relationships and optimizing service delivery, ensuring efficient operations and cost reductionacross 12 countries, while maintaining a strong focus on customer satisfaction and service excellence.* Implementing cost-saving measures that resulted in an 11% reduction in operational costs without compromising customersatisfaction, demonstrating financial acumen and commitment to efficient resource utilization.* Managing finances and budgets and identifying ways to reduce costs without sacrificing customer satisfaction.* Assessing customer feedback to creatively enhance & refine services, meet organizational deadlines, and stay organized.* Establishing partnerships and collaborating with team leaders to define service criteria and devise solutions for potentialissues.* Leading the Service Delivery Team in understanding and meeting customer needs within the broader business context.

Bangalore

Maintained and surpassed IT service levels, overseeing service desk, desktop support, and application support personnel witha focus on strong staff management and communication skills. Decided on both operational and contracted service level agreements, driving development and recommendation of serviceand process improvements. Ensured adherence to change management processes for infrastructure changes and promptly notified stakeholders ofincidents related to release management. Coordinated the team to professionally manage major incidents, while building and sustaining internal and externalrelationships and services. Ensured effective service delivery through the implementation of robust systems and processes, reporting on pastachievements in process improvements, team performance, and agreed service levels.

Bengaluru Area, India

Operations Lead - Service Delivery, IBM India Pvt Ltd (Bangalore), Sep 2010 to July 2017Client : Dansk Super Marked Gruppen (Denmark)Team size : 20Support Level : Operations – service deliveryManages and supervises the infrastructure and technology team and executes a wide variety of highly complex assignments associated with operating and maintaining the data center.Communicates unplanned service disruptions, planned maintenance events, and emergency procedures to the IT and business communities.Provide timely report to IT management and key stakeholders on projects progress and risks to delivery including non-compliance issuesPartner with application delivery teams and system owners to validate resource needs and support model feasibility prior to solution deployment; coordinate transition to support organization upon solution deliveryManage Infrastructure projects, including task, time and resource allocation, reportingManage and prioritize team’s response to all reported incidents and service requests, as well as serve as escalation point for Infrastructure team members.Single point of contact for major service delivery issues cutting across different technologies and platformsEnsure the RFS requests and defined services projects gets delivered on time and act on the ones which gets delayed on priorityIdentify and report gaps or inefficiencies in current technology, procedures and service offerings, suggest alternative remedies to IT senior managementEnsure positive customer satisfaction and customer relationship is maintained.Tracking the implementation of various service improvement plans and ensure towards the commencement of that.Analyze the gaps in process implementation and identify opportunities for improvement for the Service lines / capabilities / accounts assigned (categorize & classify the gaps and derive conclusions on the process gaps)Manage delivering to contract performance standards and client measurements..

Chennai Area, India

• Awareness of Service Level Targets (SLT) to ensure these are achieved.• Awareness of all working practices applicable to the Service Desk role and ensure new procedures/instructions are communicated with other team members.• Ensure priority/major incidents are communicated to other team members and the necessary actions taken, where required.• Monitor the Incident queue and other support team queues continuously throughout the day to respond to outstanding incidents and contact customers where • Ensure >55% (service level target) of faults are resolved at first level and those not resolved, escalated to the appropriate support group.• Log all hardware faults for FWEL Remote sites onto a Third Party Maintainer call logging system.• Ensure the System Status page on the Global Intranet is updated on the Morning shift (by 7am UK time) and as and when required, i.e. during UK out of hours.• Monitor the email inbox to ensure all emails are responded to within the agreed SLT.• Monitor the system monitoring tools and report on server and communication line failures.Awards and Recognition:Received the Star Performer Award for achieving the SLA’s

Hyderabad Area, India

• Responsible for providing first level support of the Dish Network users in the US & at Remote site locations, working on a shift pattern to cover a 24x7 Service Desk.• Meticulously handled ad hoc faults logged to the Service Desk.• Troubleshot & provided Technical Support for day-to-day operations and managing assets & Helpdesk activities including remote assistance to users.• Interfaced and coordinated with the management, team, and associates to facilitate smooth communication to understand and analyze the requirement and also to identify appropriate solutions for problems, if any. • Coordinated with the user’s on ‘What to do’ and ‘How to do’ issues and offered appropriate solutions.

Noida Area, India

• Guided the AHT, C-Sats, Quality Scores team to provide technical support to UK customers for BT (ISP).• Proactively contributed in handling all Internet connectivity issues, troubleshooting issues related to all types of modems, home Networking, routers, Outlook Express, Outlook 2003 & other email clients.• Organized various training sessions for the team to enhance their performance.• Strategically aligned IT solutions with business objective, led selection of appropriate technology and vendor products.

Chandigarh Area, India

• Entrusted with the onus of developing the basic website modules as per the client’s requirement.• Drove the efforts for to verify the source code runs without errors.

Bachelor'S Degree, Computer Science

Post Graduate Diploma, Information Technology, A

Bachelor Of Science (Bsc), Computer Science

Education record

Postgraduate Degree, Information Technology

Postgraduate Degree, Information Technology