Aqib Thanveer
Manager In Big 4 - Advisory
Bangalore
Summary
Experienced Manager at KPMG Global Services Private Limited in Bangalore, over all experience of 14 years in Service and Experience" industry since January 2012, with a proven track record in leading and guiding service desk teams to enhance operational efficiency. Expert in incident management, service desk operations, and customer service excellence. Adept at strategic planning, process improvement, and data analysis to drive performance metrics and customer satisfaction. Strong technical expertise in ITSM tools, MS Excel, and CRM software proficiency. Demonstrates exceptional leadership, communication, and problem-solving skills while managing multiple priorities and projects simultaneously. Committed to continuous learning and development with a focus on innovation management and organisational change. Confident leader with strong interpersonal and communication skills, proficient in fostering teamwork and collaboration. Highly adaptable with knack for problem-solving and decision-making. Proven track record in driving projects to successful completion through strategic planning and resource management. Innovative Manager with strong track record in driving business growth and enhancing operational efficiency. Demonstrates strategic thinking and exceptional leadership to inspire teams and achieve organisational goals. Leverages excellent communication skills to build strong relationships with stakeholders and foster collaborative work environment. Delivers transformative results through commitment to continuous improvement and proactive approach.
Overview
14
14
years of professional experience
6
6
Certifications
5
5
Languages
Work History
Manager
KPMG Global Services Private Limited
04.2015 - Current
- Successfully led and guided service desk teams (current team size 18 FTE's PAN India) providing them with the necessary resources and support to perform their duties effectively.
- Effectively managed service desk policies, procedures, and best practices to enhance operational efficiency.
- Delivered expert-level support and troubleshooting for complex issues faced by service desk staff and customers.
- Oversaw the incident management process, ensuring timely resolution of issues and minimal service disruption.
- Established systems for capturing and analyzing customer feedback to improve service delivery.
- Developed and maintained service catalogs that clearly defined service offerings and ensured alignment with customer needs.
- Extensive experience in service desk management, with a focus on advisory tools access, support, incident, and feedback management.
- Proven ability to lead and manage teams effectively.
- Strong knowledge of incident management and service desk operations.
- Excellent communication and interpersonal skills, ensuring clear and effective collaboration.
- Familiarity with ITSM tools and technologies.
- Ability to analyze data and implement process improvements.
- Strong problem-solving skills and decision making.
- Ability to manage multiple priorities and projects simultaneously. The projects and tools handled include Global Confluence, Discovery, Adaptive Work, Iqbe Global Jira and Service Desk, aiQ / Gen AI, AI Model Risk Ranking Tool, Advisory GPT, Self Service Benchmarking , Strategy Tech Platform Regulatory Compliance Bitbucket, Climate IQ Cloud, Self Usage Dashboard, Benchmarking Tool Converge ARIS Cloud, Global AI, Signals Repository, KPMG Global Sustainability Knowledge Agent Global Modern Data Platform AI Agent ( Analyze Now On GIAC Confluence Cloud, Opkey, , Jira Cloud, Synthesia, Git Hub Enterprise, JSM Cloud, Smartsheet Diligence, Elevate, Deal Cloud Platform, Ai SentAI Health Check Global Copilot Studio CoE Establishment, GOLD(Global Data, Global AI Workforce, Qualtrics, Visio.
- Access and Identity management of tools via Security group addition and removal of users using Powershell, SQL scripts, Azure EntraID.
- The nature of request dealt includes the catalogs ranging from access, support, instance provisioning and feedbacks.
Service Engineer
Datacore Technologies Private Limited
04.2014 - 04.2015
- Worked for TCS client on contract to hire basis for 1 year and was involved in providing reports of PwC Service Desk - using MS excel and VBA (Macro), managing the monthly, weekly, and daily dashboards within depth analysis generating/maintaining day to day MIS data and providing updates to the management.
- Was also working with project teams in PwC for creating the solution design documents and maintaining knowledge base for new project rollouts.
- Worked with project teams in PwC and created knowledge base for issues arising out of It and I
- Application testing and feeding the same on HPSM 9.1 manager for the solution to be made available internally for the service desk and externally for end-user's self-service., MIS reporting by using FMS Excel & VBA and rolling out reports such as efficiency report, collated trackers, OPS report, work glow report, MIS data, providing updates to the management and implementing practices and metrics to improve operational efficiencies., Meeting the SLAs of the service request and the incidents based on the priorities, escalating them in accordance with the escalation matrix (P1-P5) for suspended tickets/issues and keeping the customer or end user informed using KCIs.
- Documented service interventions in detail, ensuring accurate records for future reference and compliance.
- Provided technical support and guidance to clients, enhancing their understanding of equipment operations.
- Performed preventive and corrective maintenance to reduce faults.
- Used technical manuals and repair documentation to plan and implement high-quality corrections to various owner issues.
- Troubleshot complex mechanical issues, swiftly identifying root causes and implementing effective solutions.
Senior Associate
Infosys BPO Ltd
01.2012 - 04.2014
- Worked for a British Telecom Wholesale for 2:25 years as a CRM responsible for exception clearance/failures in orders management systems by liaising incidents with IT application support groups.
- Trained junior associates in proper procedures, team policies and strategies for success.
- Reviewed work of junior associates, identified knowledge gaps, corrected mistakes and recommended changes to prevent future mistakes and improve performance.
- Managed data collection, visualisation and reporting for projects of different scale and applications.
- Facilitated client meetings to discuss case progress, strategies, and expected outcomes, ensuring transparency.
- Handled customer returns, refunds and exchanges at customer service desk.
- Developed and implemented training programmes for junior associates, enhancing their skills and firm's talent pool.
- Managed client portfolios, fostering strong relationships and ensuring satisfaction with legal services provided.
- Streamlined internal processes to enhance operational efficiency, resulting in a 20% reduction in case handling time.
- Advised customers on product range, price, delivery, warranties and product use.
Education
Computer Hardware And Maintenance -
Thyagaraja Polytechnic
ChennaiEmbedded Technology -
Thyagaraja Polytechnic
ChennaiB.E./B.Tech - Electronics and Communication
MIT Anna University
Coimbatore01.2011
HSC - 12th Grade
Golden Gaes Matric Higher Secondary School
Salem, TN01.2007
SSC - 10th Grade
Golden Gaes Matric Higher Secondary School
Salem, TN01.2005
Skills
Leadership and Team Management
Strategic Planning and Implementation
Technical Expertise
Incident and Problem Management
Customer Service and Support
Feedback and Process Improvement
Catalog Management
Interpersonal Skills
Analytical Thinking
Multitasking and Time Management
Visual Basic
MS Excel
Learning and Development
Incident management
Service desk management
Data analysis
Process improvement
ITSM tools
Customer feedback analysis
Team leadership
Communication skills
Problem solving
Project coordination
Technical documentation
Solution design
Exception handling
Reporting and dashboards
Operational efficiency
Leadership skills
Customer relationship building
Performance monitoring
Project Management
Mentoring and coaching
Operational support
Department management
Strategic planning
Outstanding customer service
Customer relationship management systems
Data analytics
Negotiation
Budget planning
Quality control procedures
Crisis handling
Microsoft office suite proficiency
Negotiation techniques
Inventory management systems
Client account management
Organisational development
Effective delegating
Knowledge of regulatory standards
Product development
Diplomatic communication
Regulatory compliance
Interpersonal effectiveness
Innovation management
Performance metrics evaluation
Production reporting
Process optimisation tools
Organisational change
IT infrastructure understanding
Complex resource management
Strong IT
Constructive criticism
Corporate governance
Project management software
CRM Software proficiency
Strategic planning software
Positive attitude
Customer service excellence
Customer Service
Creative thinking
Time-management
Decision making
Active listening
Customer relationship management
Effective communication
Certification
Six sigma Green Belt certified
Interests
Cooking, Swimming and Driving
Personal Information
- Aqib Thanever
- Bangalore, India
- +91 8904581301
- Thaneveraqib@yahoo.com
Timeline
Manager
KPMG Global Services Private Limited
04.2015 - Current
Service Engineer
Datacore Technologies Private Limited
04.2014 - 04.2015
Senior Associate
Infosys BPO Ltd
01.2012 - 04.2014
B.E./B.Tech - Electronics and Communication
MIT Anna University
HSC - 12th Grade
Golden Gaes Matric Higher Secondary School
SSC - 10th Grade
Golden Gaes Matric Higher Secondary School
Computer Hardware And Maintenance -
Thyagaraja Polytechnic
Embedded Technology -
Thyagaraja Polytechnic