Sandesh Kudva Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Responsible for managing group of SOC experts and Principals. Providing with best in class customer experience and enhancing quality centric service improvements which adds a value to the client.Also responsible as a single point of contact for the clients and retaining customer satisfaction.

Philippines

• Accountable for large-scale service desk center supporting top fortune clients, supporting the operational achievement of Service Levels, KPI & XLA, and managing the client relationships.• Prime management contact for the account for Service Desk towers, Identity & Request Management along with dedicated ‘Remote Engineer Level 3offshore teams. Effectively leading managed IT professionals and managers ranging up to 130 plus resources across Manila, India, Augusta and Canada location. ( Based out in Manila).• Develop and deliver executive level presentations to Customer and internal executives & Ensure global standard operating policies and procedures are functional and effectively employed by all teams.• Responsible to facilitate a continuous program of measuring and understanding of customer satisfaction, identify the actions required to improve satisfaction and drive these actions to completion.• Proactively provide improvement wellness plan if the teams are not meeting agreed service performance criteria or operating costs along with providing training and mentoring for functional teams to ensure that process guidelines are understood and followed• Proactively identifying growth areas for the account and discussion with the Executives on planning of effective transitions and expanded business opportunities.• Ensure services are in line with the defined and agreed ITSM/ITIL processes including the Recovery plans and the Business Continuity plan, manage operational delivery costs ensuring profitability targets are achieved.

Bengaluru Area, India

• Responsible for account level SLA and People management as the core tasks.• Assisting Operations Managers with reports generation, comparison and performance monitoring in achieving the required target Service Level Agreement.• Providing high-level governance reports to management, which includes the daily metrics & service levels.• Cross skilling of multiple accounts, helping in cost initiatives and overall improvements.• Maintains an efficient performance management system for performance objectives with the Technical Engineers, monitoring, conducts quarterly performance review, and takes action to correct performance problem and continuous improvement.• Identify and screens suitable candidates for replacement/succession planning system to ensure ready and capable employees if such position would become available.• Collaborates with customers and stakeholders to ensure Help Desk procedures, activities and functions are in alignment with business and process objectives, and to drive continuous improvement

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Master Of Business Administration (Mba), Project Management, B

Bachelor'S Degree, Electrical, Electronics And Communications Engineering, B