Santosh Kumar Subramanian Email & Phone Number

Melbourne, Victoria, Australia

Bengaluru, Karnataka, India

Service Desk Operations:I managed a 24x7 service desk team, efficiently handling incidents, service requests, and escalations within SLAs. Monitored team performance, maintained comprehensive Shift Statistics, and implemented training programs to enhance operational efficiency and productivity. Utilized applications such as NICE incontact CXOne, Remedy ticketing, ServiceNow and Genesys Softphone to facilitate smooth operations and deliver excellent customer service.Incident and Problem Management:Owned the incident management role for significant incidents and Severity 1 and 2 tickets, driving timely and effective resolutions.Provided technical support to clients, resolving critical technical issues and implementing measures to rectify faults.Managed escalations, ensuring timely resolutions and serving as the primary point of contact for internal stakeholders during high-priority incidents.Service Level Management:Proactively recorded, classified, and tracked incidents, efficiently routing them to the correct resolver groups.Monitored and analyzed metrics to drive process improvement and reduce future service incidents.Collaborated with cross-departmental and cross-geographical stakeholders to handle escalations and minimize incidents.Team Leadership:Successfully led and managed a support team, achieving business objectives and meeting targets.Conducted interviews and hired qualified candidates to ensure team competence and effectiveness.Identified issues, created knowledge base articles and provided training for new and existing Service Desk professionals.

Bengaluru, Karnataka, India

Developed ITIL-based Knowledge Management GuidesDevised and implemented ITIL-based knowledge management guides tailored specifically for the Service Desk team. These guides served as important resources, and enhanced understanding and utilization of ITIL principles, resulting in more efficient service operations and issue resolution.Cross-Functional Coordination and Workflow EstablishmentCollaborated with cross-functional teams to identify technical challenges. Established streamlined workflows and knowledge articles designed to support the Service Desk. This approach facilitated faster issue resolution, minimized operational disruptions, and increased overall organizational knowledge.KPI Analysis and ReportingMonitoring, analysing, and reporting on Key Performance Indicators (KPIs) to higher management. This data-driven approach enabled informed decision-making, process optimization, and continuous improvement initiatives, ultimately enhancing the team's performance.Onboarding and Performance EnhancementConducted orientation sessions, providing new hires with the foundational knowledge required for success within the organization. Organized and executed highly effective on-the-job training programs, equipping employees with practical skills for their roles.Training Material ExcellenceTook charge of reviewing and editing all training materials to guarantee accuracy and compliance with company policies. This commitment to detail resulted in training resources that were highly effective, easy to comprehend, and aligned with industry best practices.End-User Feedback Analysis and Continuous ImprovementLeveraged end-user feedback as a valuable resource for enhancing training programs. Analysed feedback to identify areas for improvement and implemented necessary adjustments to training methodologies, ensuring continuous enhancement of the learning experience.Procurement and Inventory ManagementResponsible for procurement of IT hardware and software.

Bengaluru, Karnataka, India

In this role, I was involved in mentoring and guiding team members to foster their professional growth and development. It went beyond simply offering support; I was entrusted with the responsibility of handling escalated issues and providing the necessary guidance and expertise to resolve them effectively. My role extended to conducting training sessions, ensuring that our team remained well-versed with new hardware and software.These training sessions were a critical component of our team’s success, empowering each member with the knowledge and skills needed to stay ahead in the ever-evolving tech landscape.My dedication to mentoring and training was not just about imparting technical knowledge but also about instilling a sense of collaboration within our team.

Certificate, Cyber Security

Bachelor Of Science - B.Sc., Chemistry

Diploma Of Education, Enterprise Management