Enoch Isaac Narendra
Bengaluru
Summary
Dynamic IT Service Manager with 13+ years of expertise in IT service management, including roles as both Service Desk Manager and Service Delivery Manager. Proven success in exceeding SLAs (Service Level Agreements) and KPIs (Key Performance Indicators), optimizing incident and problem resolution for high client satisfaction. Skilled in ITIL best practices, team leadership, cross-functional collaboration, operational efficiency, and continuous improvement. Strong focus on strategic planning, business continuity, client-centric service delivery, and risk mitigation. Effective communicator known for fostering client relationships and mentoring teams to achieve service excellence, committed to innovation and driving business outcomes.
Overview
14
14
years of professional experience
Work History
Service Delivery Manager
HCL Technologies
Bangalore
10.2018 - Current
- Improved Service Delivery Efficiency: Successfully reduced service response times by implementing automated workflows, resulting in a 20% increase in resolution speed and enhanced user satisfaction.
- Customer Satisfaction Enhancement: Led initiatives to boost customer satisfaction scores (CSAT) by 15% through regular feedback loops, proactive issue resolution, and improved communication between teams and end users.
- Cost Reduction through Process Optimization: Streamlined service delivery processes, cutting operational costs by 10% without compromising service quality by adopting best practices, leveraging automation, and optimizing resource allocation.
- Successful Implementation of New Technologies: Spearheaded the deployment of cutting-edge IT solutions (e.g., cloud-based collaboration tools, remote access services) to meet the evolving needs of end users, leading to a 25% increase in productivity.
- Team Development and Leadership: Built and led a high-performing service delivery team, improving employee engagement and retention, and fostering a culture of continuous improvement, resulting in enhanced team productivity and service outcomes.
Service Desk Manager
Tarang Technologies
Bangalore
11.2010 - 09.2018
- Improved First Call Resolution (FCR) from 62% to a higher target by enhancing agent training and updating the knowledge base.
- Successfully optimized Average Handling Time (AHT) and ensured adherence to SLAs on incident management.
- Handled a total incident volume of 17,000+ every month, ensuring efficient processing and resolution of tickets.
- Implemented on-the-spot collaboration between Level 1 and higher-tier agents, improving response time and issue resolution.
- Achieved SLA compliance by automating alerts for incidents nearing deadlines, conducting regular SLA reviews, and consistently meeting SLA targets.
- Attained a Customer Satisfaction (CSAT) score of 90%, reflecting high levels of customer service and satisfaction.
- Managed 72 direct reports with 3 Team Leaders, overseeing 52 resources for the Volvo customer and 18 resources for Leo-Pharma.
- Led a shift-left strategy by empowering frontline agents with more responsibilities, reducing escalations and improving overall efficiency.
- Expanded and improved self-service options like FAQs and chatbots, reducing ticket volumes and increasing customer satisfaction.
- Analyzed and reduced ticket backlog through improved workflows and automation of low-complexity incidents, leading to higher team productivity.
- Reduced Mean Time to Resolution (MTTR) by automating repetitive tasks and optimizing ticket routing to the most suitable agents.
- Implemented a streamlined escalation process, reducing delays and ensuring timely resolution of complex incidents.
- Developed and executed continuous improvement plans, including periodic service desk reviews, to refine processes based on incident trend analysis.
- Successfully cross-trained staff across shifts, ensuring seamless operations and 24/7 SLA adherence across different time zones.
- Increased operational efficiency by reducing ticket backlogs and improving resource allocation through data-driven shift management.
- Led regular training and skill development programs for agents, improving technical proficiency and boosting FCR.
- Fostered leadership skills by mentoring Team Leaders, improving team morale, and ensuring alignment with business goals.
- Spearheaded team collaboration across Volvo and Leo-Pharma projects, ensuring tailored service delivery to meet client-specific needs.
- Demonstrated strong leadership by effectively managing diverse teams, aligning performance goals, and driving continuous service improvements.
Education
Skills
IT Service Management Expert
Service Level Agreements Experienced
KPIs (Key Performance Indicators) Expert
Incident management Experienced
Problem resolution Experienced
ITIL best practices Experienced
Team leadership Expert
Operational efficiency Expert
Strategic planning Expert
Client relationship management Expert
Websites
Personal Information
Date of Birth: 09/1987
Timeline
Service Delivery Manager
HCL Technologies
10.2018 - Current
Service Desk Manager
Tarang Technologies
11.2010 - 09.2018
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