Deepak Kumar Krishnamurthy

• As a Service Desk Operations Manager, I oversee the day-to-day activities of a service desk, ensuring efficient and effective IT support, managing staff, and improving processes to meet SLAs and customer satisfaction.
• Spearheaded transition for one of Infosys' largest retail clients.
• Overall, have been in charge of 300+ resources, 170 resources residing in India and 130+ disseminated around various geographical location (Sweden, Poland, China, Germany, etc).
• We as a team have successfully completed the transition phase and have stepped in to stabilization phase.
• Proactively addressed solution gaps, mitigating potential business risks during the run phase.
• Collaborated with clients to ensure timely readdressing of SL's and KM's through change requests.
• Below are the roles and responsibilities delivered by me in my current engagement.

1. Team Management

• Lead and Supervise: Manage and lead the service desk team, including hiring, training, and performance evaluations.
• Set Goals and Metrics: Define clear performance objectives, KPIs, and metrics for the service desk team.
• Ensure Adequate Coverage: Ensure the service desk is adequately staffed to meet business hours or 24/7 support needs.

2. Service Desk Operations

• Ensure Effective Incident Management: Ensure that IT support tickets are handled promptly, with an emphasis on high-priority incidents.
• Incident and Request Resolution: Ensure the team follows correct procedures to resolve technical issues, manage service requests, and escalate unresolved issues.
• Monitor Service Levels: Track and maintain service levels in accordance with SLAs (Service Level Agreements), ensuring timely and effective resolution of IT issues.
• Optimize Workflows: Implement best practices, tools, and processes for efficient incident handling, problem resolution, and service requests.

3. Customer Service and Satisfaction

• Improve User Experience: Ensure that the service desk team delivers high-quality customer service and addresses user issues in a professional and timely manner.
• Address Escalations: Manage escalations of unresolved issues, ensure customer satisfaction, and work toward resolution of complex or critical issues.

4. Reporting and Analysis

• Generate Reports: Produce regular performance and incident reports for management review, highlighting key metrics such as response times, resolution times, and customer satisfaction.
• Analyze Trends: Monitor ticket trends and identify recurring issues to work on long-term solutions or process improvements.

5. Process Improvement

• Continuous Improvement: Identify opportunities to enhance the service desk processes and services.
• Implement Automation: Promote the use of self-service tools, automation, and knowledge bases to streamline operations and reduce ticket volumes.
• Best Practices: Ensure that industry best practices (such as ITIL) are followed in service desk operations.

6. Collaboration

• Liaise with Other IT Teams: Collaborate with other IT departments (e.g., network, infrastructure, security) to resolve complex issues and improve overall IT service delivery.
• Vendor Management: Manage vendor relationships for third-party tools or services used in the service desk operations.

7. Budget and Resource Management

• Manage Budgets: Oversee the service desk budget and ensure resources are allocated effectively.
• Resource Planning: Ensure proper tools, equipment, and resources are available for the service desk team.

8. Compliance and Security

• Ensure Security Protocols: Ensure that all service desk activities comply with organizational security protocols and data protection standards.
• Adhere to Policies: Ensure that IT service desk operations follow organizational policies and procedures, including compliance with regulatory standards.

9. Change Management

• Support Change Management: Work with the change management team to ensure that changes to IT systems are communicated, tested, and implemented with minimal disruption to the service desk operations.

10. Training and Development

• Skill Development: Provide training for service desk staff to improve technical and customer service skills.
• Stay Updated: Ensure the team stays updated on the latest technologies and best practices related to IT support and service management.

As a Service Desk Operations Manager, I have ensured smooth functioning, high productivity, and continuous improvement in IT service delivery, creating an efficient and responsive support environment for client representative and end-users.

• Interpreted client's needs and introduced services to fit specific requirements.
• Built and managed relationships with key clients and partners to drive growth.
• Analyzed marketing data and trends to identify opportunities for improvement.
• Developed and implemented systems to track customer feedback and satisfaction.
• Created and delivered presentations to internal and external stakeholders to showcase work/progress/improvement areas.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
• Conducted regular reviews of operations and identified areas for improvement.
• Maintained database systems to track and analyze operational data.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
• Evaluated customer needs and feedback to drive product and service improvements.
• Created and managed project plans, timelines and budgets.
• Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
• Followed all company policies and procedures to deliver quality work.
• Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
• Interviewed, trained, coached, performance reviews, and discipline of employees.
• Managed work schedules to ensure 100% coverage during 24/7 support schedule.
• Developed mature phone/ticket escalation process to ensure efficient client service and deliverables.
• Ensured team was always up to date and complied with company policies.
• Oversaw 100% of requests, incidents, and problems reported by organization.
• Performed incident manager duties to resolve all P1-P2 reported by organization.
• Tracked all clients SLA's and KPI's on weekly basis and ensured all SLA's are met throughout my tenure
• Transitioned multi-departmental Help Desk into IT Controlled Service Desk
• Created outline of IT Service Desk department processes and procedures that are in best interest of company.
• Primarily lead three Carve-out transitions successfully. Closed migration and stabilization phase with zero internal and external escalations.
• Managed 4 teams consisting of 85 desktop support technicians/resources and worked with Infra towers for timely resolutions for client concerns.
• Managed service desk organization to ensure team and individual performance levels consistently met or exceeded needs of clients/users.
• Efficiently managed resource hiring, delivery of process training and deployment of resources to required projects.
• Streamlined client/stakeholder communications to fill in process/project gaps identified as risks for service delivery
• Maintained transition toolkit which includes - reviewing solution, resource hiring, transition milestones, timely updates to leadership, risk tracking, RAID tracking, Access tracking, Knowledge transfer and Knowledge base tracking, readiness checklist and tools deployment - AWS Connect, Service Now, Okta Active Directory, Azure Active Directory, O365 software repository and so on.
• Major Incident Management (MIM) related experience
• Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
• Driving a team of 20 technicians successfully through shared vision and recognition of quality performance.
• Responsible for handling end-to-end lifecycle of P1 and P2 Incident / change request, interacting with application owners, client, supports groups and stakeholders.
• Handling end to end client transitions
• Creating internal statement of work (SOW) as per the client requirement.
• Also responsible for monitoring, reviewing performance of the technical Engineers on the following parameter:
• Quality, COI – Close on Initial, Incident follow up miss, AHT, Errors Identified, Interaction Counts, SLA Consistency %, Schedule Adherence, ZTP – Zero tolerance policy.
• Sr. Lifecycle Operations Engineer majorly deals with Incident Management, Major Incident Management, Change Management, Service Request Management for client. Driving the efficiency and effectiveness of the incident management process from end to end.
• Producing management information, including KPIs and reports. Monitoring the effectiveness of incident management and making recommendations for improvement.
• Developing and maintaining the incident management system.
• Other highlights of my work experience -
• Automation
• AI Email - Reads email from the Shared mailbox , understand its , creates a case and assigns the case to the relevant L2 team thus reducing the L1 involvement . In case if it is a new scenario it assign the case to analysts and learns that scenario for future reference.
• Chatbot - Chat bot helps us in deflecting request for information queries that comes into desk which does not require analysts to troubleshoot on users queries . It guides the user precisely to polices and documents which helps the user to resolve the issues without interacting with an analysts.
• IVR Optimization - IVR Optimization helps project incorporate customer satisfaction survey, Password reset, call flow optimization thus deflecting contacts coming into the desk.
• Service Now - Implementing self-help portals, defects generic volume for service desk. Exploring intricate issue details to create "Catalogue Requests" to divert the issues to respective resolver groups. Thereby, reducing catch and dispatch tickets to service desk.
• Robotic Implementations
• 1000 Eyes - This tool run in the system backend of every employee. The tool tracks the network bandwidth usage, any anomalies in the system and reports it back to the team. The team can utilize this data to provide permanent IT fixes.
• Krisp - This tool helps immensely in reducing the background noise on the analysts call, providing a best call experience to end users.
• Chat Chameleon - Chat Chameleon is built on a light weight, web based framework which enables it to integrate with ease with other existing applications. Users can initiate chats from their application with one click.
  Based on different data points and metrics Chameleon can provide real time dashboards and reports on demand at different access levels.
• CSAT Predictor - This platform ensures that the customer feedback translates to impactful action, with dynamic role-specific dashboards, automated alerts, and end-to-end closed-loop follow up systems, thereby helping in capturing insights and eventually improving Customer satisfaction scores.

• Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
• Analyzed application and software issues to identify troubleshooting methods needed for quick remediation.
• Patched software and installed new versions to eliminate security problems and protect data.
• Root analysis of the application/software related issues (SCCM).
• Managed system-wide operating system and software deployments, as well as related software upgrade problems.
• Optimized system security and performance with proactive changes such as SCCM.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Resolved application related problems, improved operations and provided exceptional client support.
• Increased customer satisfaction by resolving Desktop related issues.