Mangesh Mohan Mathur Email & Phone Number

Delhi, India

Noida, Uttar Pradesh, India

New Delhi Area, India

• Managed EUS (End user services) and DC (Data center) Transition projects for multiple mid and large sized accounts, which covered the below tasks as a project manager;
• Create & manage project plans
• Define project schedules, allocate resources and monitor progress
• Manage risk tracking process throughout the project lifecycle
• Manage, optimize and control the cost tracker for the project
• Monitor and manage scope along with all documentation

Gurgaon, Haryana, India

• Managing a team of 24+ FTEs for one of the largest accounts with Wipro.
• Being a senior management position in the account my role comprises of three aspects;1. Incident Manager;
• Driving the efficiency and effectiveness of the incident management process
• Producing management information, including KPIs and reports
• Monitoring the effectiveness of incident management and making recommendations for improvement
• Developing and maintaining the Incident and Major incident management system (IM+MIM)

 Managing Multi-lingual Service Desk (APAC) Strong Service Desk understanding Exposure to various management aspects/best practices of Infrastrucutre tracks (AD, Exchnage, Citrix, SMS, BB, Storage, etc.) SLA, KPIs, monthly reporting, etc. Exposure to Master Services Agreement (MSA), Scope of Work (SOW), Due Diligence Reports of Global IT Infrastructure.

Noida Area, India

 Manage the IT Servicedesk team by ensuring delivery of key client Metrics like CSAT, FCR, Average speed of answer (ASA), abandonment rate, Hop count, Time to resolve/respond on Calls, Tickets and Emails, including procedures, working instructions, resource allocation, process compliance, trend analysis of incidents and requests, call/ticket audits, day.

Worked as a technical support engineer for a United Kingdom based Internet Service Provider.