Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Awards
Timeline
Generic

Deepika Sunil Kanthraj

Bengaluru

Summary

Highly accomplished Strategic IT leader with 20 years of extensive experience, including 14 years specializing in Service Desk operations within dynamic global managed services environments. Proven ability to spearhead innovation, drive operational excellence, and lead large, multi-client Service Desk teams (currently managing 112+ HC for British Telecom, Michelin, Lloyds Bank, and Worldline at Computacenter India for over 4 years). Adept at translating complex technical concepts into tangible operational solutions, building robust client relationships, and ensuring superior end-user outcomes. A key contributor to service innovation and successful technology deployments, consistently enhancing service standards and user journeys.

Overview

2026
2026
years of professional experience
1
1
Certification

Work History

Manager Delivery

Computacenter India
06.2022 - Current
  • Instrumental in leveraging technology to improve Computacenter Service Desk user-facing tools and journeys, with hands-on experience in Genesys and ServiceNow.
  • Played a pivotal role in multiple transitions and deployments within Computacenter India's Service Desk, ensuring smooth operational shifts and successful adoption of new services.
  • Liaised with SD Delivery & Service Management to monitor/amend Head Count Targets according to the Cost Model.
  • Developed a deep understanding of user journeys in IVR, Chatbot, and Virtual Agent, actively driving improvements in these areas to enhance end-user experience.
  • Contributed to scoping and defining service improvements, translating complex business requirements into clear operational documentation for Service Desk teams.
  • Actively involved in technical governance and assurance, identifying and planning for technical and service risks to minimize impact on customer services.

Team Manager

British Telecom
06.2022 - 03.2021
  • Currently leading an Agile team for Identity Services, granting access to 100 of business applications and systems (more than 100,000 users), transforming and streamlining the application portfolio, improving user experience, and getting efficiency by automating, process re-engineering with usage of agile practices.
  • Handling a team of 46 IAM Analysts and 3 subject matter experts.
  • Implementing SLA, issues, and risks logs framework process for our clients.
  • Develop ideas into solutions & drive the change by working closely with different stakeholders.
  • Handling quarterly internal BT audits and external audits conducted by KPMG.
  • Revalidating all the privileged and non-privileged access.
  • Experience in managing user life cycle and integrating application requirements in a shared service framework focused on provisioning, de-provisioning, entitlements, and role-based access control.
  • Experience with users onboarding and offboarding processes.
  • Oversee the provisioning, de-provisioning, certification, and privilege ID access services across the organization.
  • High-level Mentor ability.
  • Excellent Interpersonal and Communication skills.
  • Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.
  • To Maintaining & Monitor – CSAT (Customer Satisfaction Level), A Detailed Performance Analysis report of above parameters as Quality scores.
  • Worked for corporate social responsibility Program – TECH WOMEN for British Telecom. This program will help us to aim on persuade young women into technology, promote inclusively with a hope to inspire.

Team Manager

FLIPKART PVT LTD
12.2014 - 12.2016
  • Managing multiple calling campaigns ensuring programs are monitored, service delivered in a timely manner, hit or exceed budgeted targets.
  • Provide support to internal customer service team on sales/customer service cross sell efforts.
  • Conceptualize/develop the telemarketing strategy including offers, scripting, campaign timing process changes, etc.
  • Execute calling script development including tests Programs.
  • Ability to do/review RCAs on people, process failure points and come up with actionable to drive them to closure, by working with respective teams.
  • Responsible for providing process improvements by coordinating with various stakeholders within the organization as needed to execute necessary action items.
  • Ability to understand basic trends in data and make inferences and recommend actions for improvement in coordination with teams.
  • Leading the Team to achieve the KRA's to ensure 85% of the team qualifies for ICP.
  • Work on the RAG or EWS report.
  • Identifying the BQ consultants and come up with training/performance improvement plans.
  • Agents 1 on 1 - TLs need to connect with their agents on a regular basis to provide one on one feedback and appreciations.
  • 100% 1:1 coverage every month with their respective Spans discussing the performance and analyzing the RAG through Engagement and creating succession plan.
  • Quality - Work closely with the quality team on the audits completed.
  • Drive quality/Process knowledge within Team.
  • Support and development of agents through mentoring, coaching and regular performance reviews; foster team spirit and driving high employee morale through effective leadership and change management.

Assistant Manager – Quality and Operations (Quality Controller)

TENON PVT LTD (Goldman Sachs)
12.2012 - 05.2014
  • Develop ideas into solutions & drive the change by working closely with different stakeholders.
  • To Maintaining & Monitor – CSAT (Customer Satisfaction Level), FCR (First Call Resolution) and Can% (Cancellation %).
  • A Detailed Performance Analysis report of above parameters as Quality scores Achieving the benchmark, if not achieved finding the problem area and working on the same to achieve the target.
  • To participate in Process & Technical conference calls with clients and other support canters.
  • Work with the management to develop and implement strategic initiatives across process.
  • Retention & Team Building' for controlling attrition in the program.
  • Have ability to motivate and develop analysts.
  • Green Belt project on Customer Complaints.
  • Co-ordination of Team Annual Reviews and appraisals.
  • Responsible for a team of 1520 people for cross campaign performance, Specialization in Outbound and Inbound calling, Incentivizing program performance based on metrics, Coordination of live recordings along with the client.

Team Leader

[24]7 Inc.
10.2005 - 05.2012
  • Mapping clients' requirements and coordinating in developing and implementing processes.
  • Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes.
  • Regular engagement with the clients on various aspects day-to-day operations, resource planning & forecasting, performance reviews & reports etc.
  • Motivated self-starter with strong verbal/written communication skills, problemsolving abilities, multitasking talent, and strong work ethic to make a significant contribution to any organization.
  • Operation Quality Analyst / Process Trainer / Asst.
  • Team Leader / 247 Inc.
  • Distribution of new process updates to Team Leads/Agents.
  • Monitoring and providing feedback for continual improvement in the call / chat / email.
  • Maintaining the Error reports of Individual and to identify training requirements for agents.

247.ai, Walmart, Goldman Sachs and British Telecom
  • Approx. 12 years

Education

Bachelor of Business Administration -

CV RAMAN UNIVERSITY

Skills

  • Service Desk Operations & Management: Extensive experience across diverse, high-volume Service Desk environments
  • Technology & Tooling Expertise: Genesys, ServiceNow, Nexthink, Avaya, ITSM
  • Client & Stakeholder Management: Proven ability to build trusted relationships and manage demanding client bases
  • Process Improvement (CSI): Driving efficiencies and enhancing user journeys
  • Team Leadership & Development: Managing large teams (112 HC) and 4 different clients fostering growth
  • Transition & Deployment Management: Successfully overseeing new service and office transitions
  • Risk & Governance: Identifying and mitigating operational and technical risks
  • Communication & Collaboration: Articulating complex ideas to diverse audiences across UK, France, Mexico, Africa and Germany
  • Service Desk Platforms: ServiceNow, Genesys, ITSM
  • Communication Tools: Avaya, Nexthink, Federated Instant Messaging, Webchat, IVR, Chatbot
  • Productivity Tools: Microsoft Word, Excel (Advanced), PowerPoint

Certification

  • ITIL4 certified
  • ISO/IEC 27001 Information Security Lead Auditor
  • ISO/IEC 27001 Privacy Information Lead Auditor
  • TOGAF 9.2 and TOGAF 10 (In Progress)

Accomplishments

  • Service Development: Has an ability to develop and enhance service offerings. Proven ability to enhance tools like Genesys and ServiceNow to optimize user journeys (IVR, Chatbot, Webchat).
  • Operational Excellence: Demonstrated success in directing teams through service incubation programs, ensuring seamless adoption into business as usual.
  • Risk Mitigation: Skilled in identifying technical and service risks, developing proactive action plans to safeguard customer services and business continuity.
  • Relationship Building: Consistently built and enhanced trusted relationships across Computacenter and customer environments, crucial for meeting objectives and maintaining excellence.
  • Strategic Deployment: Key contributor to successful technology deployments and transitions, showcasing adaptability and strategic planning.
  • Team Performance: Managed and motivated large teams, ensuring high performance and continuous improvement in service delivery.

Awards

Leader of the Year 2022, Leader of the Year 2023, Innovation Award 2024

Timeline

Manager Delivery

Computacenter India
06.2022 - Current

Team Manager

British Telecom
06.2022 - 03.2021

Team Manager

FLIPKART PVT LTD
12.2014 - 12.2016

Assistant Manager – Quality and Operations (Quality Controller)

TENON PVT LTD (Goldman Sachs)
12.2012 - 05.2014

Team Leader

[24]7 Inc.
10.2005 - 05.2012

247.ai, Walmart, Goldman Sachs and British Telecom

Bachelor of Business Administration -

CV RAMAN UNIVERSITY

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Deepika Sunil Kanthraj