Working as a Sr. Operations Lead with leading US clients, handling a team of 15 Service Desk Technicians.● Leading team to goal oriented outcomes● Excellent Vendor Management Skills● Excellent Incident Management Skills ● Designed a roadmap to standardize Help Desk deliverables ● Day to day management of team including recruitment, management, & development ● Assisting team on Escalation Handling● Investigate key blockers for the team and work with the Head of Technology to resolve ● Delivering while managing the expectations of your stakeholders● Ensure key stakeholders are updated at all time● Liaise, partner and build relationships with key users ● Performing RCA for repeated escalations and suggesting course correction ● Queue Management, SLA management, Schedule Management and Adherence● Break Management, Leave Management● Helped team to achieve Higher CSAT by coaching and mentoring● DSAT Analysis, Call Audits and feedback sessions● Commitment to continuous improvement & learning ● Designed Quality Audit sheet for Performance Benchmarking● Performing Weekly Quality Audits, Providing constructive feedback for improvement● Identifying People and Process Gaps and creating improvement plans ● Also, Formulated Stack ranking parameters for performance appraisal● Designed quarterly RnR to keep the employee morale high● Tracking FCR, RR, Total Resolved Cases● Worked and Improvement Manage Engine Ticketing tool to incorporate correct Categories for accurate reporting● Preparing process docs for the forthcoming batches for the purpose of process training● Outage handling, Initiating Bridge Calls● Adjust SOP as per process requirement ● Vendor management-Coordinating with Vendors on shipment issues, ensuring online delivery. ● IT Asset Management- Ensuring Sufficient inventory levels for most of the IT assets. Also making sure the return of equipment is well documented in the System and reconciling Assets on a weekly and monthly basis.● Presenting HD performance and the road ahead to stakeholders in Monthly Cadence● Exposure to tools like, Nutanix and SentinelOne