Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Anooja S

Kochi

Summary

Dynamic Service Manager | 12+ Years of Excellence in Technical Support & Operations

Results-driven Service Manager with 12 years of experience working with high-performing technical support teams to deliver exceptional customer service. Proven ability to enhance service quality, accelerate issue resolution, and foster a thriving team culture. Adept at problem-solving, conflict resolution, and stakeholder communication, ensuring seamless operations and customer satisfaction. Passionate about continuous improvement, process optimization, and exceeding expectations in every aspect of service management.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Service Manager

Mindcurv, Part of Accenture Song
08.2019 - Current
  • Lead an 8-member service desk team, ensuring high-quality support across Europe and the US.
  • Oversee daily operations, incident and service request management, and SLA compliance.
  • Act as the primary contact, escalation point, and stakeholder representative.
  • Improved team efficiency by 35% through automation.
  • Conduct performance evaluations, training, and resource planning.
  • Collaborate with cross-functional teams to resolve complex issues and drive service improvements.
  • Ensure policy compliance, process adherence, and quality assurance.
  • Prepare reports and briefings on operational changes and performance metrics.

Senior Analyst

Allianz Technology India
12.2015 - 05.2019
  • Technical Support: Provided 1st line support for insurance domain applications at Allianz UK and India, troubleshooting issues via phone and remote tools.
  • IT Administration: Managed Active Directory, Microsoft Office Suite, server administration, and virus/content checking.
  • Incident Management: Led incident resolution for P1-P3 issues, coordinating with cross-functional teams (Middleware, Mainframe, UNIX, Exchange, etc.).
  • Ticketing & SLA Compliance: Used Service Centre 6.1, ServiceNow, and IPM Remedy to log and manage tickets, ensuring SLA adherence.
  • Stakeholder Communication: Sent official updates to business and technical management, hosting daily review meetings on priority issues and changes.
  • Change & Project Management: Participated in Change Advisory Board (CAB) meetings and contributed to IT infrastructure projects.
  • Mentorship & Process Optimization: Trained new joiners, managed incident reports, and optimized resource allocation using performance analytics.

Systems Engineer

Capgemini Technology Solutions India Ltd
12.2012 - 12.2015
  • Technical Support: Resolved technical, application, and software issues via phone and chat, providing remote troubleshooting for Windows and VDI systems.
  • Account & Security Administration: Managed user accounts, roles, profiles, and security access in Active Directory, RSA SecureID, and business applications.
  • System Deployment & Migration: Planned, analyzed, and executed desktop, laptop, and printer upgrades, ensuring smooth migration and minimal downtime.
  • Process Improvement: Defined and implemented enhanced support procedures for security, accuracy, and faster issue resolution.
  • Network & System Support: Handled LAN/WAN troubleshooting, remote access setup, and corporate ID management.
  • Training & Mentorship: Conducted Outlook training, onboarded new hires, and mentored junior team members.

Education

Bachelor of Science - Computer Science

Union Christian College
Aluva, India
12-2012

Skills

  • IT Service Management & Tools

  • System Administration & Security

  • Storage & Networking

  • Team Management

  • Cloud & AI

  • Site Reliability Engineering (SRE)

  • Performance & Troubleshooting

Certification

  • ITIL Foundation Certified
  • ITIL 4 Strategist Direct, Plan and Improve Certified
  • AWS Cloud Practitioner certified
  • Prince2 7 Foundation Certified

Timeline

Service Manager

Mindcurv, Part of Accenture Song
08.2019 - Current

Senior Analyst

Allianz Technology India
12.2015 - 05.2019

Systems Engineer

Capgemini Technology Solutions India Ltd
12.2012 - 12.2015

Bachelor of Science - Computer Science

Union Christian College

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