Karthik Manjunath Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

• Working as a Manager(Infrastructure Service Group) reporting to the IT Director(US) , managing a team of 9 supporting a 24x7 terminal operation• Responsible for IT Operations in newly built Facility & Member of the site's Senior Management Team.• Designed and implemented organizational structure, headcount plan and support procedures for Corporate IT Support and Operations.• Act as an escalation point for our members (clients), my team, and my organization, in an effort to get the resources and personnel needed to fix problems or move projects forward.• Managed full documentation of the existing IT systems, performed a root cause analysis of network & system reliability issues• Defined a 2-year strategic plan to address the system issues, End-Of-Life OS & hardware issues including core LAN upgrade, SAN & server refresh, and a campus-wide Wi-Fi refresh.• Created and managed multiple organization-wide projects focusing on office security, infrastructure cataloging & documentation, and new service offerings.• Participated in the annual budget preparation and review monthly departmental expenses

Banaglore

Bengaluru Area, India

 Operations: Functioning as Team Lead, handling a team of 5 members ensuring the Day-to-Day operations are achieved.Handling escalations, assigning and supervising the team for resolving the tickets and incidents reported by different stake holders, auditing the calls/tickets for process adherence, Documentation.Queue Management and SLA adherence, Reporting, Triage of Net Promoter Score(NPS) Knowledge Management: responsible for authoring several self-help articles for the employees and tech articles for internal use. Asset Management, Inventory & Procurement: responsible for getting the forecast from TA & HR team regarding the number of req’s open and ordering the required hardware in advance.Accountable for Asset assignment and reclaim. Vendor Management: responsible for Quote negotiation between different vendors based on the customization required. SME in On-Boarding of the new employees and an approval authority for the employee exit from IT Division for APAC region. Completed CSM Certification from Scrum Alliance.

Bengaluru Area, India

 Functioning as Queue Managers ensuring all the incidents are acknowledged within SLA and assigned to a person Handling escalations from L1 Analysts and will alias with resolver teams to get the issue checked & resolved within specified timeframe Looking after the knowledge management and contributing in knowledge base by assessing the new solutions, test and publishing within the internal knowledge base Imparting training programs for team members based on the learning's / observations Resolving all the incidents along with 2nd Level Team by identifying the root cause and implementing the same in service desk to improve First Call Resolution Performing audit for L1 Agent Calls and rendering feedback & coaching as per the requirement Involved in activities related to MS Exchange Management Console, handling Escalations as L2 and Conference call with Resolver Team & Client

Bengaluru Area, India

 Carried out troubleshooting of Apple computers, portables & wireless network products and gathered knowledge about MAC OS Involved in configuration of wired and wireless network Rendered application support and installed OS & software Looked after the activities related to Up-selling & Cross-selling Apple care protection plan and other apple products