Susmita H G Email and Phone Number

• Managed daily operations for multiple teams across Service Desk for the India Delivery Center of the account that includes L1, L2, UAM/SRM, Linux, Escalations team, Major Incident Management and functionally for Quality and Knowledge Management with an overall headcount of 90• Conducted daily service reviews with the teams internally and weekly/monthly operational reviews with the customer• Led the process improvement initiative to increase SRM CSAT from 87% to 94.5% globally• Optimized resource utilization by reduction of 14% HC in SRM by end of year 1• Led automation initiatives for various aspects of L1 and UAM/SRM activities including implementation of chat support, self-service tools, pre-emptive/proactive system updates and fixes, etc.• Handled Transition, Knowledge acquisition and Training for the Identity & User Access Management team and Service Request Management team for a new project in the E&R sector of TCS as the Global Identity and UAM Lead• Built the standard operating procedures for UAM team• Ensured that the SLA and KPI targets were met consistently, ensuring stability and consistency• Hiring and set up of language specific desk within Service Desk India to shift operations from Onshore to Offshore Delivery• External and internal hiring for different roles within Service Desk area on a regular basis

• Managed multiple teams within Request Desk across 2 sites, including 6 front line managers and an overall headcount of 75• Managed the Focal Point and Access Management teams that predominantly handling requests on Identity and Access Management; and Directory Desk that handled company and location code management for these identities• Stabilized performance of a recently transitioned but non-performing Service Desk team and exceeded all KPIs and business SLAs within 3 months of starting with the team• Owned & overhauled the operational transition plan from DXC to TCS, including complete training and operational strategy revamp, people & performance management for enhanced customer experience• Planned and successfully delivered knowledge transfer for multiple teams from DXC to TCS enabling new teams to deliver outstanding services from day 1 of transition• Planning and implementation of RPA/UiPath based automation project for Request Desk, under the TCS ignio™ mechanism, leading to a reduction of ~25000 productive hours per month resulting in savings of ~$ 337K annually in reduced headcount• Maintained customer satisfaction above 96%, other business SLAs and KPIs exceeded monthly requirement consistently in both work from office or work from home (during the pandemic) scenarios• Handled multiple projects like transition of ticketing tool Service Now from one version to another, Workday transition, SAMIntegration for IMS, multiple sites decommission and new site creation projects, among many others• Handled numerous new user onboarding projects across standard accounts, admin and service accounts, ensuring uniqueness and no duplication of accounts or accesses• Aggressively maintained access control lists for individual teams to ensure accesses are revoked when a person changes teams, so that each individual has the accesses relevant to their job role only and does not carry over previous accesses

• 4.33 yrs. of successful people management experience leading different teams with a maximum headcount of 55 and minimum of 35 associates.• Owner of complete request management process including people, performance, employee relations, coaching, mentoring along with continuous service improvements. • Point of contact for Process onboarding, improvement, customer and stakeholder, Weekly / Monthly / Quarterly Business Documents and review, Case lifecycle and audits.• Proposed automation of high volume yet repetitive processes/items which was successfully implemented using AD scripts, thus reducing user wait time drastically from ~24 hrs. to <5 mins/task fulfilment.• Accountable for collective performance, ensuring Interdependence and self-management among team members.• Driving and maintaining SLA and KPI's, internal targets, content writing, training, etc. • Client focused, strategic and collaborative involvement in decision making to deliver specific and satisfied outcomes.• Coordinate with Incident and Problem Management (root-cause-analysis, problem solving, trending and recommendations for permanent fixes).• Internal hiring for SME/Level 2 roles• Successfully implemented a follow up process leading to a steep rise in compliments from ~10 per month to ~200+ per month and reduction in escalations and dissatisfaction statistics.

• Manage incident lifecycle utilizing the IMPACT Solution• Monitor incidents out of process and perform analysis or contact workgroup owner/supervisor until resolution• Track all root causes and where needed, invoke the appropriate support to move incidents through the process, ensuring no incident gets stalled or bottlenecked in any area• Enable and coordinate communication between different support teams• Involved in management of critical issues by setting customer expectations, devising and implementing action plans, and professionally communicating to all parties involved• Provide input to review teams for performance improvement ex: drive process and knowledge base updates• Drive resolution and avoid complaints related to incident lifecycle management• Link with outage, problem and change management• Review performance with account / service desk / supervisor and take action where required

• Worked as both Customer and Technical support executive for multiple clients at HP.• Troubleshooting Outlook client’s version 2003 onwards on Windows XP and Windows 7.• Primary technical contact delivering advanced technical troubleshooting and problem resolution.• Involved in analysis of customer escalations/complaints and fixing issues escalated to the highest level of management and avoiding escalations where possible.• Collaboration with Technical Leads and escalation resources when appropriate.• Involved in process/technical training to peers and new joiners.