Akhil N R
Bangalore
Summary
To professionally associate myself with an esteemed organizational and secure a challenging and satisfying position where there is an ample scope for organization growth and an opportunity to utilize my creativity, intelligence and communication skills.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Supervising Associate
EY
Banglore
12.2025 - Current
- Managed end-to-end Global IT Service Operations across Service Desk and Operational Support teams, ensuring adherence to agreed SLAs, OLAs, and KPIs.
- Directed Global Service Desk and OSTS operations to drive performance across all CPI/KPI metrics for both teams. Focused on identifying operational pain points, implementing continuous improvement initiatives, and ensuring consistent SLA compliance across all service metrics. Collaborate with cross-functional teams to enhance service quality, optimize processes, and improve overall operational efficiency and customer experience.
- Owned service governance by leading operational reviews, executive reporting, and monthly service performance meetings with business stakeholders.
- Partnered with resolver groups, SIAM teams, and business stakeholders to reduce aging tickets, enhancing service quality and responsiveness.
- Established governance around Major Incident Management, problem management, and escalation processes to minimize business impact.
- Developed executive dashboards and operational reports, enabling data-driven decision-making and performance visibility.
- Drove automation initiatives to eliminate repetitive manual tasks, enhancing end-user experience and improving overall operational efficiency.
- Facilitated Root Cause Analysis (RCA) and Problem Management reviews, tracking preventive actions to closure for improved service reliability.
- Collaborated with transition and project teams to ensure successful onboarding of new services into BAU support.
- Presented service metrics, risks, improvement plans, and KPI trends to senior leadership and client stakeholders.
Team Lead
Tata Consultancy Services
Bangalore
01.2022 - 12.2025
- Resolved escalations as primary contact, improving customer satisfaction.
- Managed day-to-day incident management operations, ensuring timely request resolution and improved service delivery.
- Ran weekly Co-Tech meetings with senior stakeholders for performance updates.
- Led annual performance reviews with feedback and career development plans.
- Investigated critical incidents using root cause analysis for long-term fixes.
- Planned and executed TEDI Wave 1 migration against client timelines and quality.
- Reviewed incident SLA compliance, performing breach analysis and prevention actions.
- Partnered with SIAM team to streamline incident resolution processes and improve communication efficiency.
- Coordinated with internal teams and vendors for consistent service delivery.
Associate Service Delivery Co-Ordinator
DXC Technologies
03.2020 - 01.2022
- Coordinated functional areas and account leads to align on business solution objectives, enhancing collaboration.
- Contributed as an L2 SME team member and managed the queue.
- Maintained detailed records of account-specific service issues, prioritizing work requests to ensure timely resolution.
- Managed Service Now queue during weekends and in the absence of the tech lead.
- Mentored and trained new associates and served as a backup team lead.
- Led team huddles to communicate updates, gather feedback, and streamline processes for improved service delivery.
- Provided subject matter expertise and escalated issues to technical engineers.
Technical Analyst
Dell Technologies
10.2018 - 02.2020
- Analyzed client problems and provided immediate and sustainable solutions for hardware, software, and network issues.
- Provided Level 1 technical support to clients on software and hardware issues.
- Worked on all Emails, chats and calls from users all over the world.
- Documented and tracked all received requests in incident management system.
Education
MCA - Computer Application
Hindustan College of Arts & Science
Coimbatore, TNBSc - Computer Science
CMS College of Science & Commerce
Coimbatore, TNHSC -
CMS Matric Higher Secondary School
Coimbatore, TNSSLC -
CMS Matric, Higher Secondary School
Coimbatore, TNSkills
- Account Management
- Quality Assurance
- Process improvement
- Daily Workflows
- Organizational Skills
- Service governance
Certification
ITIL Foundation Certificate in IT Service Management - V4, PeopleCert, 2024-08-01, GR671678961AN
Accomplishments
- Achieved a contextual Master award in TCS for exceptional incident backlog and aging ticket management.
- Received client recognition for outstanding backlog management and stakeholder coordination, leading to timely resolution.
- Contributed automation inputs to the development team, resulting in the implementation of a chatbot to reduce Service Desk ticket impact.
- Played a pivotal role in forming the N2 Level team during the transition.
- Won a Quarterly Champ Award in DXC Technology.
Languages
English
First Language
Timeline
Supervising Associate
EY
12.2025 - Current
Team Lead
Tata Consultancy Services
01.2022 - 12.2025
Associate Service Delivery Co-Ordinator
DXC Technologies
03.2020 - 01.2022
Technical Analyst
Dell Technologies
10.2018 - 02.2020
MCA - Computer Application
Hindustan College of Arts & Science
BSc - Computer Science
CMS College of Science & Commerce
HSC -
CMS Matric Higher Secondary School
SSLC -
CMS Matric, Higher Secondary School