Deepa Vishwanath

Deepa Vishwanath #33, 5th Main Road, Yelahanka New Town, Escorts Engineering Layout, Attur Layout, Bangalore - 560064
✉ deepa.vishwanath@email.com | 📞+91-XXXXXXXXXX | 🌐 LinkedIn: linkedin.com/in/deepavishwanath

Professional Summary

Accomplished and results-driven Senior Manager with over 22 years of experience in IT support operations, service delivery, and people management across global environments. Proven expertise in leading 24x7 service desk operations, driving ITIL-aligned best practices, and delivering measurable improvements in performance, customer satisfaction, and cost optimization. Recognized for strategic leadership, stakeholder engagement, and operational excellence. Champion of diversity and inclusion initiatives with a passion for mentoring, talent development, and inclusive culture building.

Core Competencies

• IT Service Delivery Management
• Leadership & Team Development
• Client & Stakeholder Engagement
• Operational Excellence & Automation
• SLA/KPI Governance
• Strategic Planning & Budgeting
• Change & Transition Management
• Diversity & Inclusion Leadership

Professional Experience

Unisys Private Limited, Bangalore
Senior Manager – Operations
Oct 2022 – Present

• Lead global IT service desk (L1/L2) operations, ensuring SLA compliance and customer satisfaction across regions.
• Mentor service desk managers and leads, driving team development and performance management.
• Optimize workflows and implement automation initiatives to improve operational efficiency.
• Manage client relationships, handle escalations, and facilitate service review meetings.
• Ensure compliance with ISO, SOC, and internal audit standards.

Operations Manager – Service Delivery
Sep 2019 – Apr 2022

• Single point of accountability for end-to-end delivery of end-user IT services.
• Managed contracts, SLAs, KPIs, and customer satisfaction objectives.
• Implemented cost-optimization strategies through effective staffing and automation.
• Led compliance, governance, and documentation for global service delivery.

Deputy Manager – Operations
Apr 2017 – Sep 2019

• Managed performance SLAs in healthcare accounts receivables operations.
• Drove quality improvement, people development, and cross-functional coordination.
• Conducted performance reviews, developed leaders, and ensured resource optimization.

Assistant Manager – Operations
Apr 2014 – Mar 2017

• Handled client interactions, SOP development, and daily/weekly/monthly reporting.
• Enhanced CSAT/ESAT scores and built high-performing team environments.

Team Leader / SME / Escalations / Customer Care Roles
2003 – 2014

• Progressed through multiple roles with increasing responsibility.
• Built foundational skills in team handling, training, escalations, and MIS reporting.

Leadership in Diversity & Inclusion

• Chair of Unisys India Diversity Council (Mélange); member of Global Women+ AIG Group.
• Launched impactful initiatives: Maternity Buddy Program, mentor-mentee expansions, wellness events.
• Partnered with Talent Acquisition to enhance gender ratio.
• Led Toastmasters Club and organized leadership talks and inclusion workshops.

Certifications & Upskilling

• NASSCOM W2rt Cohort Program (2024)
• Artificial Intelligence
• Cloud Computing
• Robotic Process Automation
• Cybersecurity
• Big Data Analytics
• Internet of Things

Technical Skills

• ITSM Tools: ServiceNow, BMC Remedy
• Reporting & Analytics: Excel, Power BI, Tableau (basic)
• Frameworks: ITIL, ISO, SOC, SOX
• Automation: Basic scripting & workflow design knowledge

Personal Details

• Languages: English, Hindi, Kannada, Telugu
• Date of Birth: January 12
• Marital Status: Married

Recently completed W2rt Cohort program hosted by NASSCOM, which covers the fundamentals of Artificial Intelligence, Cloud Computing, Robotic Process Automation, Cyber Security, Big Data Analytics, Internet of Things.

• Currently Lead the Diversity Council for Unisys India (Mélange).
• Introduced Maternity Buddy Program.
• Extension of Mentor Mentee Program.
• Planning for workshops for People Managers to sensitize on Diversity and inclusion topics.

• Father's Name: Vishwanath
• Date of Birth: 01/12/XX
• Marital Status: Married