Bibek Bain
Assistant Manager ITSM
Nagpur
Summary
ITSM & Service Desk Manager with 12+ years of experience in IT Service Management, Customer Service Operations, and Incident/Problem Management, including 7+ years leading high-performing teams of 25–30 agents. Proven success in driving strict SLA compliance, capacity planning, and trend forecasting while managing critical escalations. Certified Six Sigma Yellow Belt skilled in continuous process improvement (ITIL frameworks), reducing attrition, and executing root-cause analysis to turn around bottom-quartile performance. with 12+ years of experience in IT Service Management, Customer Service Operations, and Incident/Problem Management, including 7+ years leading high-performing teams of 25–30 agents. Proven success in driving strict SLA compliance, capacity planning, and trend forecasting while managing critical escalations. Certified Six Sigma Yellow Belt skilled in continuous process improvement (ITIL frameworks), reducing attrition, and executing root-cause analysis to turn around bottom-quartile performance.
Overview
4
4
Certifications
13
13
years of professional experience
Work History
Assistant Manager
HCL Tech
Nagpur, India
02.2023 - Current
- Team Management.
- Performance Management.
- Shift planning to meet service requirements.
- Support service desk agents to deliver prompt customer service.
- Quality management of the agents.
- Perform ticket audits.
- Weekly review of the First Line Service Desk performance.
- Manage and coordinate escalated tickets from the Service Desk team which requires additional troubleshooting and follow up.
- Coordinate with other IT team for closure of any escalated ticket.
- Identifying outages and reporting it to relevant team for resolution.
- RCA on D-SAT or any escalation from client end.
- Communicate all process related changes and technical updates to the team within specific timelines to ensure smooth functioning of work.
- Bottom Quartile management.
- Led ITSM process improvement initiatives, enhancing service delivery efficiency and customer satisfaction.
- Collaborated with cross-functional teams to define service level agreements, ensuring alignment with business objectives.
- Analyzed performance metrics to identify areas for improvement, driving strategic enhancements in service operations.
- Implemented automation solutions within ITSM tools, improving response times and reducing manual workload for support teams.
- Trained and mentored junior team members to strengthen their understanding of ITSM principles and enhance overall team performance.
- Improved IT service delivery by streamlining ITSM processes and implementing best practices.
Team Lead Operations
Hexaware Technologies BPS
11.2021 - 02.2023
- Team Handling (30-35), Team performance review, Goal setting, annual performance, Process update and improvement.
- Handling clients on call and deliver the SLA's
- Monthly and weekly calls on performance review and improvement plans.
- Quality control& evaluations with regards to errors made on cases by the team.
- Work alignment and Roster preparation for the team on daily and weekly basis.
- Handling client escalation on emails and to provide RCA on same.
- Managerial activity with regards to team handling.
- Root Cause Analysis on agent performance on real time basis.
- OJT support and Training activity.
Team Leader Operations
Concentrix Daksh Services
08.2016 - 11.2021
- Team Handling, Team performance review, Goal setting, annual performance, Process update and improvement.
- Client calls and Reporting
- Monthly and weekly calls on performance review and improvement plans.
- Quality control& evaluations with regards to inbound and outbound calls
- Handling of chat process
- Calibration with regards to agent levels calls made.
- Work alignment and Roster preparation for the team on daily and weekly basis.
- Customer escalation calls handling.
- Managerial activity with regards to team handling.
- Root Cause Analysis on agent performance on real time basis.
- OJT support and Training activity.
Customer Support Associate
Amazon Development Centre
09.2015 - 02.2016
- Handling of US customers over Calls and Chat
- Handling of queries with regards to disputes raised.
- Customer escalation calls handling.
- Took care of email communication from customer with disputes.
- KPI was to make sure no calls go abandon and calls are closed at an AHT (average hold time) of 10 mins.
- On an average use to take around 35 to 40 a day.
Customer Support Executive
Mphasis Pvt ltd.
02.2014 - 08.2015
- Worked for Idea customer care inbound process for post-paid customer.
- KPI was to make sure no calls go abandon and calls are closed at an AHT (average hold time) of 4 mins.
- All complains, or disputes received were forwarded to the respective teams. Billing related issues were addressed by at our department.
- On an average use to take around 60 to 70 a day.
- Regular trainings were conducted to make sure everyone is on the same page and first calls resolution was encouraged, as it was one of the KIP.
- Meeting and planning were made on regular bases to meet the SLA (service level agreement) and KIP in place.
- Customer escalation calls handling.
Education
Graduation - undefined
BCOM
Diploma - undefined
CNC
HSC - undefined
Maharashtra Board
SCC - undefined
Maharashtra Board
Skills
Team Management
ServiceNow Trained
Excellent verbal and written communication skills
Team handling
Handling clients
Data Analysis
Shift Planning
Derive RCA
Bottom Quartile management
Excel and MS-office
Excellent Verbal and written communication
Tenacious work ethic
Ability to meet deadlines
Keen to learn
Positive attitude
Team handling
Team Growth planning
Decision making
Adaptability
Time management
Communication
Certification
Yellow Belt Training Certified
PERSONAL DETAILS
- DOB: 16/05/1992
- Nationality: Indian
Timeline
Assistant Manager
HCL Tech
02.2023 - Current
Team Lead Operations
Hexaware Technologies BPS
11.2021 - 02.2023
Team Leader Operations
Concentrix Daksh Services
08.2016 - 11.2021
Customer Support Associate
Amazon Development Centre
09.2015 - 02.2016
Customer Support Executive
Mphasis Pvt ltd.
02.2014 - 08.2015
SCC - undefined
Maharashtra Board
HSC - undefined
Maharashtra Board
Diploma - undefined
CNC
Graduation - undefined
BCOM