ServiceNow Administration
Hi, I’m
Gnanendra Kumar G
Assistance Operations Manager
Bengaluru
Summary
Results-driven Operations Manager with 10 years of experience driving business growth, improving efficiency, and leading high-performing teams. Proven track record of success in managing operations, implementing process improvements, and ensuring compliance with regulatory requirements.
Overview
10
years of professional experience
5
Languages
Work History
CBA India Services Pvt Ltd
Assistant Operations Manager
12.2023 - Current
Job overview
- Strategic Planning: Developed and implemented operational strategies to achieve business objectives, resulting in increased productivity and efficiency.
- Team Management: Led and managed cross-functional teams of up to 100 employees, fostering a culture of collaboration, innovation, and continuous improvement.
- Process Improvement: Identified and implemented process improvements, resulting in cost savings, increased efficiency, and enhanced customer satisfaction. -
- Compliance and Risk Management: Ensured compliance with regulatory requirements, industry standards, and internal policies, minimizing risk and ensuring business continuity.
- Budgeting and Cost Management: Managed operational budgets, controlled costs, and ensured alignment with business objectives.
Accenture Services Pvt.Ltd
SW/App/Cloud Tech Support Lead
11.2020 - 12.2023
Job overview
- Providing leadership about the daily operations of the service desk and assigned team's performance including schedule adherence, operational metrics, and individual performance metrics.
- Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels and KPIs (Agent Utilization, Dsat, Csat, Survey response rate, Monthly service desk resolution, monthly call abandoned rate, Monthly speed to answer, MTTR, FCR, Call handling time).
- Built Dashboards that helps to track measures for management on ServiceNow.
- Analyzing team's performance to identify problem areas, non-compliance to team guidelines, and training opportunities on an individual basis including regular coaching, one-on-one training, and performance improvement plans.
- Collaborating with functional leads in the development and maintenance of department processes, knowledge management, and quality assurance to deliver solutions aimed at continuous improvement.
ITC Infotech Pvt Ltd
Associate Information Technology Consultant
03.2018 - 11.2020
Job overview
- Assisting users for L2 level of issues on below technologies O365, Citrix SharePoint, Salesforce & Active Directory.
- Point of escalation for incidents issues that cannot be resolved at 1st line.
- Monitor and create up to date documentation and work instructions/processes/procedures for the team.
- Assist the SDM in managing customer service and satisfaction and continuous service improvement.
Dell Technologies
Senior Information Technology Specialist
03.2016 - 03.2018
Job overview
- Providing 1st level IT service support for In-House custom applications and packaged software.
- Providing prompt and professional IT support services to local and remote customers by troubleshooting, analyzing and diagnosing IT incidents and engaging appropriate technical resources to resolve them.
- To prioritize workload, and escalate high priority calls to the Service Desk Manager, Incident Manager or Service Operations Manager as necessary.
- Execute service desk processes for Request Fulfillment, Incident Management, and support Problem Management.
- Respond to customers and assist them via Chatter and Phone providing a First Call resolution by making use of the corresponding tools like Dell connect Windows Remote assistance and Remote Connection Manager.
Ibeon Infotech
IT Engineer
04.2015 - 05.2016
Job overview
- Served as an L1 Support agent solving user queries through Agreed Channels.
Education
Priyadarshini College of Engineering & TechnologySullurpet, Nellore
Bachelor of Technology from Electronics And Communications Engineering
04-2014
Skills
IT Service Management
Operations management
Problem Management
ITIL Framework
Service Desk
ServiceNow Administration
Project Management
Risk Management
Incident Management
Hobbies
Interested in Sports (Cricket, Badminton).
Travelling and exploring new places.
Software
JIRA
PowerBI
Microsoft Applications
Timeline
Assistant Operations Manager
CBA India Services Pvt Ltd
12.2023 - Current
SW/App/Cloud Tech Support Lead
Accenture Services Pvt.Ltd
11.2020 - 12.2023
Associate Information Technology Consultant
ITC Infotech Pvt Ltd
03.2018 - 11.2020
Senior Information Technology Specialist
Dell Technologies
03.2016 - 03.2018
IT Engineer
Ibeon Infotech
04.2015 - 05.2016
Priyadarshini College of Engineering & Technology
Bachelor of Technology from Electronics And Communications Engineering