Santosh Kumar Subramanian

Service Desk Team Leader

Mphasis

02.2013 - 11.2022

Worked with Managed Services provider, Business Stake Holders, Clients and Vendors to effectively oversee the Service Desk operations and fulfill internal customer's requirements at various locations.
Demonstrated exceptional leadership skills in successfully leading and managing Service Desk Engineers to achieve business objectives—proven record of meeting targets for customer satisfaction, service levels, resolution time, and project deadlines.
Managed and guided 20 Service Desk Engineers in resolving issues with Office 365, Active Directory, VMWare, VPN, Windows Operating Systems, Networking, Home office hardware support, testing new applications before deployment, and assistance throughout and after implementation for the Financial Services enterprise users in North America, India, UK, and Hong Kong.
Successfully monitored and managed team performance, quality audits, and feedback management, maintaining comprehensive Shift Statistics to optimise process operations and meet individual and group targets. Implemented suitable training programs to enhance operational efficiency, resulting in increased productivity.
Served as a technical support expert, delivering expert advice and support throughout all technical stages of product implementation projects at client sites. It ensured seamless implementation and transition processes while customising processes according to client guidelines for their IT Service Management.
Organized weekly and monthly review meetings with clients to discuss Incident trends, top call generators, business continuity plans, and resource management.
Track new incident creation, unassigned incidents move them to the correct resolver groups. Ensured all incidents and service requests were processed within customer Service Level Agreements - SLAs for resolution and response time.
Provided clients with strategic direction and technical support to resolve critical technical issues, identify performance bottlenecks, and implement necessary measures to rectify faults. Actively engaged in identifying the business requirements for various new deployments.
Effectively managed escalations, addressing them within established SLAs. Served as the primary point of contact for internal stakeholders during high-priority escalations. Provided Route Cause Analysis – RCA for all escalated issues.
Monitored and analysed metrics to drive continuous process improvement and identify problem trends, enabling the reduction of future service incidents.
Oversee the performance of support services, ensuring alignment with customer expectations, and effectively facilitating the resolution and closure of service incidents, problems, and change requests.
Collaborated with internal teams, cross-geographical stakeholders, and leadership teams to handle escalations, identify top defects, and work with product and service owners to minimise incidents and product execution.
Successfully analysed volume forecasts and efficiently rostered the team to handle customer contacts within the defined service level agreement.
Proficiently utilised applications such as NICE incontact CXOne - CRM, Office 365, Remedy ticketing tool, Service Now, SCCM, Splunk, and Genesys Softphone to facilitate smooth operations and deliver excellent customer service.
Addressed user customer service concerns and decided when to escalate problems to specialist team members.
Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution.
Engaged in user support interactions via telephone, chat, and email platforms.
Organised weekly meetings to enhance product and service knowledge and gain insight into beneficial issue-resolution strategies.
Hired, trained and supervised team of service desk staff members to meet business goals.