DEEPTI R
Team Lead
Bangalore
Summary
Excellence-driven professional with 12+ years’ experience. Recognized consistently for performance excellence, operational excellence and contributions to success. With a keen eye for detail and a disciplined approach to execution, excels at driving projects through to completion based on milestones and top-notch communication. Motivated to learn, grow and excel. Led teams of 5-15 people across technology, business and design departments.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
10
10
Certifications
Work History
Team Lead
Essentra India Pvt Ltd
Bangalore
10.2021 - Current
- Managing the NOC/SOC process within the
- Global Service desk to ensure all process are effective and analysts are fully trained
- Acting as a point of escalation whilst leading and providing oversight, technical and operational guidance to the team
- Act as a deputy to the Global Service Desk manager
- Acting as the Major Incident Manager as and when needed to support the IT function and the wider business
- Performance monitoring, setting and reporting of the teams’ KPIs, targets and goals to Senior
- Management and wider company
- Ability to identify process improvements and initiate change
- Enhance project-wide efficiencies by creating 13+ filters and dashboards to monitor the tickets
- Address and resolve project risks, roadblocks, and obstacles while securing resources to efficiently complete deliverables
- Lead all aspects of projects, including capacity planning, resource allocation, project documentation
- Proposed solution and built team to solve number one cause of customer complaints, and completed project six months ahead of schedule
- Coached 30 summer interns and launched a mentorship program for new joiners
- Planned resources and assisted in training staff and consistently developing the talent pipeline
- Achieved high levels of satisfaction by skilfully coordinating competing priorities and devising and executing strategies to meet schedules
- Define project roles and responsibilities in close collaboration with the Customer, including project scope and objectives to ensure a cross-functional understanding amongst project members
Associate Team Lead
Emids Technologies Pvt Ltd
Bangalore
01.2021 - 10.2022
Senior Process Associate
Tata Consultancy Services
Bangalore
01.2018 - 02.2019
Service Delivery Associate
Unisys Global Services
Bangalore
11.2015 - 06.2017
Process Associate
Cognizant Global Services
Bangalore
07.2013 - 04.2015
Senior Process Executive
Infosys BPO Pvt
Bangalore
11.2008 - 10.2012
Education
B. E - Instrumentation Technology
Dr. Ambedkar Institute of Technology
Bangalore 07.2004 - 07.2008
Skills
People Managementundefined
Certification
ITIL Foundation Certificate in IT Service Management - Axelos
Timeline
Team Lead
Essentra India Pvt Ltd
10.2021 - Current
Associate Team Lead
Emids Technologies Pvt Ltd
01.2021 - 10.2022
Senior Process Associate
Tata Consultancy Services
01.2018 - 02.2019
Service Delivery Associate
Unisys Global Services
11.2015 - 06.2017
Process Associate
Cognizant Global Services
07.2013 - 04.2015
Senior Process Executive
Infosys BPO Pvt
11.2008 - 10.2012
B. E - Instrumentation Technology
Dr. Ambedkar Institute of Technology
07.2004 - 07.2008
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