Summary
Overview
Work History
Education
Skills
Certification
Job Title
Timeline
Generic

Deepak T

consultant
Bengaluru

Summary

Experienced Service Operations Manager with a demonstrated history of working in the Information Technology and service Industry. Advanced levels of technical knowledge combined with sound business vision and IT analyst skills. Excellent ability to juggle multiple technical issues and meet deadlines whilst comprehending complex and interdependent account related issue. Involved in technical analytical, problem solving, analyzing, tracking, managing customer and application issues. Proven ability to communicate solution strategy with demonstrated aptitude to analyze and translate complex IT problems, design and implement innovative solutions.

Consultant utilizing quantitative analysis tools to investigate problems thoroughly before developing comprehensive solutions, tailored specifically to each individual business need. Excels at presenting complex information in easy-to-digest format, allowing clients to make informed decisions quickly.

Experienced with delivering strategic consulting services to enhance client business operations. Utilizes in-depth industry knowledge and analytical skills to identify and implement effective solutions. Track record of building strong client relationships and driving measurable results.

Overview

8
8
years of professional experience
2017
2017
years of post-secondary education
4
4
Certifications

Work History

Consultant (Operations Manager)

Infosys
Bengaluru
01.2022 - Current
  • Develop and implement operational policies and procedures for efficient operations
  • Enhance systems, processes, and best practices.
  • Manage day-to-day operations, overseeing the operations team and department.
  • Ensure organizational processes comply with legal regulations and standards.
  • Uphold health and safety guidelines and enforce compliance.
  • Monitor employee and team performance, offering coaching, training, and feedback for improvement.
  • Maintain relationships with vendors and suppliers.
  • Implement quality assurance measures for products/services and monitor production KPIs.
  • Enhance customer service quality and satisfaction.
  • Analyze data to identify process improvement opportunities and cost savings.
  • Oversee staffing plans, recruitment, and training.
  • Report on operational efficiency and quality standards.
  • Foster Innovation and productivity through effective communication.
  • Maintain service operations to ensure sustainability.
  • Develop conflict-resolution programs and lead conflict-management practices.
  • Managed client relationships through regular check-ins and updates on project progress.
  • Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
  • Developed innovative strategies for clients, resulting in increased revenue and business growth.
  • Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
  • Led cross-functional teams in execution of strategic projects, fostering collaboration and ensuring alignment with corporate goals.
  • Increased client satisfaction by developing comprehensive consulting strategies tailored to each business's unique challenges and objectives.
  • Enhanced client decision-making, synthesizing complex data into clear, concise reports and dashboards.

Team Lead

Mindtree
Bengaluru
01.2019 - 01.2022
  • Microsoft Teams Engineer - Troubleshooting issues in multiple feature areas. Tenant level ownership.
  • Generating report and assigning Tasks to other associates to ensure that Tasks are closed within SLA.
  • Driving meeting with client's as in when required and providing updates.
  • Responsible for maintaining Operational Manual - ensuring it is up to date.
  • Ensure SL (Service Level Agreements) and KPI (Key Performance Indicators) as defined in relevant contracts are met or exceeded.
  • Accomplished operational leader with a record of success in leading account management teams.
  • Led a MS Teams Offsite Supervisor and 8 team members.
  • Managed the operations.
  • Understanding Scrum Methodology.
  • Team Management and assisted with hiring new staff and training.
  • Provided support and guidance in the development of supervisors.
  • Delegated team member responsibilities such as shift rotations, leaves and Critical challenges.
  • Communicated and implemented processes and procedures to improve efficiencies.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.

Service Management Analyst

Unisys
Bengaluru
01.2017 - 01.2019
  • As part of service Major Incident management Operations, facilitating standard processes for MIL.
  • Core functions such as Incident, Problem and Change Management.
  • Coordination and management of MIM process activities.
  • Handling Escalation and KPI's.
  • Acting as the primary technical escalation point for all major infrastructure components.
  • Coordination and driving the continuous service improvements.
  • Applied principles of ITIL to advance and improve project.
  • Performing RCA and conducting training new team members.
  • Handling client calls and providing updates weekly.
  • Handling operational teams and subcontractors maintain clear understanding of client's requirement..
  • Developed and maintained a comprehensive knowledge base of support materials, enabling quicker diagnosis and resolution of common issues.
  • Reduced downtime, optimizing system performance through continuous monitoring and analysis of key metrics.
  • Enhanced customer satisfaction by promptly addressing and resolving service desk issues.
  • Analyzed trends in incident reports to proactively identify opportunities for improving overall system stability and user experience.
  • Participated in regular audits, ensuring compliance with industry standards and regulations regarding service management practices.
  • Streamlined workflow for better efficiency with a proactive approach to problem-solving and incident management.

Education

Bachelor's Degree - Computer Science and Engineering

Visvesvaraya Technological University
Bengaluru, India
08.2018

Skills

  • ServiceNow

  • Leadership

  • Team Management

  • Problem-solving

  • Team collaboration

  • Client relationships

  • Work Planning and Prioritization

  • Strategic planning

  • Customer relationship management

  • Operations analysis

Certification

ITIL V4 Foundation Associate

Job Title

Operations Manager

Timeline

Consultant (Operations Manager)

Infosys
01.2022 - Current

Team Lead

Mindtree
01.2019 - 01.2022

Service Management Analyst

Unisys
01.2017 - 01.2019

Bachelor's Degree - Computer Science and Engineering

Visvesvaraya Technological University

Similar Profiles

CREATE PROFILE
Deepak Tconsultant