• Managed the team of IT Service Desk in different locations.• Implement Incident Management and Problem Management in Zendesk.• Implemented Service Request in Zendesk.• Monitored the Zendesk Ticketing tool for all unsolved Incident & Problem tickets.• Weekly team review on all unsolved Incidents & Problem tickets where they get stuck and provide guidance to get them solved.• Implemented Zendesk Web for users for Incident logging and tracking. • Provided IT Self Help training of Zendesk Web to all users.• Handled escalations• Corrected service level agreements (SLAs) after discussion with the management to get better CSAT.• Monitor KPIs for IT Service Desk and take corrective actions.• Provided Zendesk training to IT Team so that they can fully utilize the tool.• Handled P1 and P2 Incidents and monitored P3 & P4 incidents and ensure resolution within SLA defined.• Monitor Problem Tickets and follow up till it get solved.• Implemented Panned & Unplanned Outage notification in IT Self Help Portal.• Follow up with team for different projects till completion assigned by IT Head.• Audit of Incident and Change tickets and advise team for corrective action• Share Monthly report with the management.

• Working closely with Segment Head, Delivery Head, and PMO to provide the best services to the customer.• Taken interviews and build Shift Managers Team with required skill sets.• Done initial checks of new candidates required in different technical towers and ensure that selected resources get allocated to the Project and get all the required access.• Leading the Team of Shift Managers and ensure team deliver the assigned task.• Governing Eight Towers (Oracle, Unix, SQL, Windows, Network, Voice, ProdOps and Tools) and ensure there are NO Critical Backlogs.• Ensure Team Monitor the Critical Incidents using Netcool Monitoring Tool and make sure that No Critical Backlogs are missed.• Ensure Bulk Alerts process is followed seamlessly by Team Members. • Handled P1 and P2 Incidents and ensure resolution within SLA defined.• Monitored lower priorities tickets and ensure resolution timely resolution.• Ensure that tickets are properly updated by engineers.• Coordinate with Tower Leads for the task assigned to them and ensure they complete it on timely basis.• Do Alert/Incident Audit and to ensure appropriate comments are updated.• Closely monitor the Team Channels and ensure Team responds to customer message promptly.• Identify the process gaps and drive Continuous Service Improvement (CSI) plans.• Defined Primary and Secondary Owners of different task and ensure Shift Management team complete their task on time.• Ensure Team Drives the War Room Calls well and guide them where required.• Driving the teams to meet the SLA’s and KPI’s• Notifying leadership at the right time about any potential issues or escalations.• Ensure that team should complete the mandatory trainings on timely basis.• Ensure complete KT given to new resources.• Ensure SOPs are properly updated across all towers.• Ensure Monthly Roster is prepared before time.• Ensure reports are prepared on time and send to the management.

• Taking care of IT Helpdesk Operations at client end.• Managing the team of IT Helpdesk, Desktop Engineers and ensure that Tickets are properly logged and updated.• Follow up with Desktop Engineers and NOC Team for pending tickets and ensure resolution within SLA defined.• Handle Critical Incidents (P1, P2) and ensure that it should be resolved within the SLA assigned. Ensure proper Incident Management process is being followed while resolving these critical incidents.• Ensure that all incidents (P1, P2, P3 & P4) should get resolve within SLA defined.• Do Floor Walk to meet Managers of different departments to maintain good relations with the Client and to monitor the working of desktop engineers.• Perform Quality Checks (QC) of Tickets Logged and updated by Helpdesk, Desktop Engineers. Guide them to mention proper comments while logging and updating the tickets. • Coordinate with different vendors for the pending tickets and provide faster resolution.• Do Mid-Day Meet on daily basis to know the progress of incidents and to provide quick updates.• Taking care of Continuous Improvement of IT process and IT services and implemented improved process and service plans.• Ensure knowledge base (KB) should be updated regularly.• Handle L2 level of Escalation and ensure issue should get resolve at the earliest.• Prepared different SOPs and ensure that it must be followed.• Ensure better Customer Satisfaction (CSAT).• Career Counseling of team and guide them as per their skill set.• Maintain good relations with the team and client.• Send MIS report to the management.

• Managing the team of IT Help Desk and Desktop Engineers. • Monitor the Help Desk tool “BMC Remedy” to keep a regular check on pending and open incidents and ensure resolution within SLA defined.• Follow up with different engineers to get the tickets resolved within SLA) defined.• Coordinate with vendors to get the issue resolved which are pending with them.• Ensure that tickets should be equally distributed among the engineers by help desk for quick resolution and make sure that the engineers update their tickets properly.• Handle High Priority Incidents (P1 and P2) and ensures resolution within Service Level Agreement (SLA) defined.• Ensure that VIP calls should get attended and resolved as quickly as possible.• Manage different Priority Incidents (P3 and P4) tickets and ensures resolution.• Bridge the call between the concerned support team for incident resolution.• Do floor walk and meet Team Leaders and Managers of different process to maintain good relation and to know the feedback of our IT services. • Handle second level of escalations and ensure resolution. • Handling Asset Management team and ensure all assets are properly tagged.• Take care of Continuous Improvement of IT process and IT services.• Ensure knowledge base (KB) should be updated regularly.• Perform quality checks (QC).• Ensure better Customer Satisfaction (CSAT).• Identify training needs and arrange trainings for the team.• Prepare and maintain IT Asset Report in Ms Excel.• Take interviews and ensure that attrition rate should be low.• Send MIS report to the management.

• Reporting to Sales Manager.• Developed dealers and distributors in Delhi region for selling IT Hardware products (monitor, ups and speakers).• Marketing of IT products and meeting the sales target. • Make sales projection report in Ms Excel and send to manager.• Listing down the complaints of the products in Ms Word, communicate it to service department and track the complaints till resolution.• Meeting with Sales Manager to discuss how to promote the products.• Send Daily Sales Report in MS Excel to Sales Manager.