Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
GANESH MISRA

GANESH MISRA

Hyderabad

Summary

Dynamic Executive Manager at Deloitte with a proven track record in IT support and service delivery excellence. Expert in root cause analysis and team building, I spearheaded initiatives that enhanced customer satisfaction and streamlined operations for 4000+ users. Recognized for implementing innovative solutions that significantly improved service efficiency.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Executive Manager-Support Services

Deloitte
Hyderabad
09.2013 - Current
  • Directing a team of Managers/Assistant Managers and Technical Support Engineers to achieve business objectives including the attainment of targets for customer satisfaction
  • Managing a team of 50 members and working in various roles like Identity & Access Management, IT Support, End-user Technologies, Video Conferencing & ITFM Reporting
  • Using Customer Insight and Root Cause Analytics to identify company wide improvements and presenting these to the Board/Senior Stakeholder Peers
  • Assisting in determining operational feasibility through analysis, problem definition, requirement analysis, and proposing solutions; creating an inspiring team environment with an open communication
  • Providing services to users working in USI (India) and other global locations for Canadian member firm and to those working in Canada (Remote Support)
  • Engaging in enterprise-wide ownership and execution of the processes to ensure Business Application Support, Major Incident Management, Capacity Management, Service Enablement, Procurement, Administration and Analytical Services
  • Coordinating with team members to create useful reports and dashboards that provide insight, improve/automate processes, or otherwise add value to the team
  • Debugging and resolving business critical application performance issues and monitoring the operation of the production system and help in resolving any live problems detected/reported
  • Meeting regularly with Senior Managers and Directors of various Practices (Audit, Tax, FAS, Marketplace, Business Ops, Finance) to provide update on performance of services offered, coordinating with visiting leaders from onshore and market services and capabilities of USI team
  • Developing long-term product plan, managing release planning cycles for all products; understanding products with their interrelationships to business and ensuring appropriate availability & stability to the business
  • Organizing IT process milestones and activities pertaining to all support functions; spearheading IT service processes such as Incident, Problem and Change Management
  • Spearheading several operations including KPIs, OLAs & SLAs Management (Service Level Agreement), Volumes Management, Team Utilization, CSAT (Customer Satisfaction), Resolve & Closure Rate, RCAs (Root Cause Analysis), Head Count & Forecasting
  • Heading all critical/major incidents & service requests; supervising critical incidents from inception to closure within SLA; managing & coordinating with multi-functional teams to expedite the technical recovery process after major incidents
  • Acting as Single Point of Contact for offshore users, business groups and service lines; supporting 4000+ offshore resources working for Canadian member firm from different geographical locations
  • Updating ServiceNow tickets for incident management to document monitoring and recovery steps; capturing incident follow-ups and completing formal post-implementation reviews
  • Growth Path: Assistant Manager - (Sept’13-Sept’16), Manager – (Sep'16- May'21), Executive Manager – (Jun’21-Till date)
  • Highlights: 2025: Implemented 'VDI Reset Utility' as a Self-Help option for 4000+ VDI users, 2024: Implemented 'Application Performance Monitoring Tool' for business-critical applications, 2023: Worked on testing and deployment of Azure VDIs to 4000+ VDI users, 2022: Designed Automated Application Performance Monitoring tool and ‘Battery Shield’, 2021: Deployed Instant Clone VDIs to offshore users, 2019-2020: Created Self-Fixes for top incident generating issues, 2018: Automated New Hire set up process using HPUFT tool & the automation saved 1 resource of effort; administered Automation of Departures through UiPath automation tool; implemented of Linked Clone VDIs for certain business groups, 2017: Established Support Center team in USI to receive calls from users using phone and chat support, 2016: Implemented ServiceNow for Canadian member firm and assisting users to adapt to ‘Self-Serve' capability of ServiceNow, 2015: Completed VDI migration from shared servers to dedicated infrastructure and upgrade to Windows 8; assisted 1500 VDI users working from offshore locations to migrate their data to new VDIs, 2014: Implemented of IT Support team for users working from offshore to reduce turnaround time, Evolved US-India team, from a team of 2 people in Sep'13 to 18 members in Feb'18

Various Roles

Hewlett Packard
Bengaluru
02.2005 - 08.2013
  • Tech Support Engineer - Microsoft Helpdesk (Feb’05-Aug’06)
  • Subject Matter Expert – Microsoft Helpdesk (Sep'06- Dec'08)
  • Team Lead – Unilever Service Desk (Jan'09-May'10)
  • Team Lead – Symantec Service Desk (Jun'10-Jun'11)
  • SDE Consultant for ITO-GSD (Jul'11-Aug'13)
  • Highlights: Attained recognition for successful implementation of Self-Service Portal for Unilever, Received recognition for providing successful assistance in meeting telephony SLAs for Symantec GSD, Rewarded and recognized for transition of Symantec Service Desk from Pune; awarded for successful implementation of U2K2 SAPL0 desk in Unilever, Won award for Best Team Lead for a quarter, Bagged E-awards for recognizing the contribution towards stabilizing the Unilever GSD Desk, Acknowledged in Unilever for maintaining open volume for service requests in control, Recognized for lowest AHT as L1, Awarded as Best SME for many months; awarded as Best Agent for many months

Tech Support Engineer

B2K Corp Private Limited
Bengaluru
11.2003 - 01.2005
  • Provided technical support for software and hardware issues to clients using Microsoft games and hardware.

Education

MBA - Strategy & Leadership

Liverpool John Moores University
Upgrad
01.2023

B.Tech. - Computer Science

Nagpur University
MIET Gondia
01.2002

Skills

  • IT Technical Support
  • Service Delivery Excellence
  • Client Relationship Management
  • Continuous serivice improvements
  • Root Cause Analysis
  • Escalation management
  • SLA Management
  • Team Building
  • Mentoring
  • Leadership

Certification

  • ITIL v3
  • SaFe for Teams

Timeline

Executive Manager-Support Services

Deloitte
09.2013 - Current

Various Roles

Hewlett Packard
02.2005 - 08.2013

Tech Support Engineer

B2K Corp Private Limited
11.2003 - 01.2005

MBA - Strategy & Leadership

Liverpool John Moores University

B.Tech. - Computer Science

Nagpur University

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GANESH MISRA