Sumit Gaba Email and Phone Number

Kyndryl is a spin-off of IBM Managed Infrastructure Services.• Leading and managing a team(25) of technical support engineers to deliver IT(HW/SW) support services to International clients(B2B).• "Always put the client first". Outstanding customer service skills and a “customer first” mentality.• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’), SLA/ SLO metrics.• Deep knowledge of Service Now application (ticketing tool that processes and catalogs customer service requests, knowledge articles management)• Helped business with the complete transitioning of Five9: Cloud Based Call & Contact Center Software that helps our Service Desk associates to answer calls. Worked with the vendor for knowledge transfer and delivered knowledge (application configurations, setup and how it works) via WebEx/MS Teams calls to more than 100 people across various departments and the POC for any issues they face with the application(widgets, dashboards, views, filters, alerts, settings, import/export profiles etc).• Recently finished a mentorship program (Team Leader Profile) successfully with 4 mentees that will help them shape their future and career goals.• Recognise high performance and reward accomplishments.• Set clear team goals. delegate tasks and set deadlines also oversee day-to-day operation.• Ensure smooth month end close & reporting every month.• Participate in weekly calls with clients to understand the expectations from the teams and provide updates.• Address employee complaints or performance issues as needed and check in with employees regularly to determine satisfaction, also Listen to team member's feedback and resolve any issues or conflicts.• We as a team received 30+ appreciations from end users for the year 2021 across various LOB’s.• We did successfully close all our SLA/SLO green for the year 2021.

• Handled a team of technical support specialists to deliver IT(HW/SW) support services to International clients(B2B).• "Always put the client first". Outstanding customer service skills and a “customer first” mentality.• Create an inspiring team environment with an open communication culture.• Set clear team goals. delegate tasks and set deadlines also oversee day-to-day operation.• Motivate team members and discover training needs and provide coaching.• Recognise high performance and reward accomplishments.• Address employee complaints or performance issues as needed and check in with employees regularly to determine satisfaction, also Listen to team member's feedback and resolve any issues or conflicts.• Meet regularly with upper management to stay informed on company issues.• Measure and manage the team to meet performance targets.• Ensure smooth month end close & reporting every month.• Ensure adherence and meeting the KPIs / SLA / SLO and review the timely execution of controls.• Build customer relationship, drive confidence, and improve customer happiness and lead all the process update calls with customers whenever required.• Monitor absenteeism and adherence for the business area.• Participate in weekly calls with clients to understand the expectations from the teams and provide updates.• Suggest process improvements, value adds, and improvement plans as required.• Deliver the allocated part of the operation within agreed budgets, service levels and business targets.• Escalate any appropriate problems to senior management.• Support the Senior Manager to highlight operational risks and areas for improvement.

• Lead day-to-day break-fixes, trouble tickets tracking, root causing, build efficient solution improvements.• Priority handling and escalation of critical issues and monitoring of service level compliance.• Actively manage personal backlog of support requests.• Support business needs via taking up On-Call responsibilities during weekends and/or public holidays (as and when the need arises).• Mentors and/or coaches less experienced TSSs.

- Lead day-to-day break-fixes, trouble tickets tracking, root causing, build efficient solution improvements.- Respond to customer inquiries and assist in troubleshooting and resolving challenges.- Recreate the issue and properly escalate.- Follow-up on open technical issues to ensure timely resolution and customer satisfaction.- Acting as a customer advocate by working directly with customers on high priority issues to deliver timely resolution.- Providing remote Infrastructure support delivery and performing problem cause analysis.- Collaborating with fellow support colleagues and other internal organisations to provide superior customer service.- Anticipating customer needs and effectively addressing concerns related to their issue or resolution.- Providing direct technical assistance to customers via phone, email, and chat.- Actively maintain SLA of ticket responses.

• Handle customer inquiries both telephonically and by email.• Process client’s appointments - Healthcare process.• Research required information using available resources.• Manage and resolve customer complaints.