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 ManagementClient EngagementQuality AuditITILIncident ManagementPerformance Management
Employee Evaluation
Key performance indicators
Performance improvement
Employee Evaluation
Technical Support
Complaint resolution
Daily workflow improvement
Written Communication
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