Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
BusinessDevelopmentManager
GURUVAMSH NEKKAR H

GURUVAMSH NEKKAR H

Electronic City Phase 2, Bengaluru

Summary

Experienced IT professional with over 8 years in the industry, and 3+ years of proven leadership in managing and guiding high-performing Service Desk teams. Demonstrated success in optimizing operations, improving key performance metrics such as ASA, AHT, and Incident Management SLAs, and driving service excellence.Skilled in stakeholder management, incident resolution, and process improvement initiatives, with a strong foundation in ITIL and IT service management frameworks.

Overview

8
8
years of professional experience

Work History

TECHNICAL TEAM LEAD

Infosys BPM
Bengaluru
10.2024 - Current
  • Provided strategic leadership and daily operational oversight for 16 engineers (L2 and L2.5), ensuring consistent, high-quality service delivery through mentorship, support, and continuous training initiatives.
  • Directed day-to-day Service Desk operations, including ticket assignment, performance tracking, escalation management, and 1:1 coaching, resulting in a CSAT improvement from 45% to 70%.
  • Acted as the primary liaison for internal and external stakeholders, delivering regular updates on team performance, issue resolution, and project milestones.
  • Acted as the primary point of contact for critical incidents, ensuring swift resolution of high-priority (P1/P2) issues while coordinating cross-functional communication to minimize impact and maintain operational continuity.
  • Collaborated cross-functionally with internal teams and project stakeholders to support the timely execution of technical roadmaps, contributing to a 15% reduction in aged cases.
  • Served as the escalation point for high-impact technical issues; established a dedicated SWAT team, reducing escalation rates by 20%.
  • Ensured adherence to SLAs, consistently surpassing key performance benchmarks and service expectations.
  • Facilitated recurring team meetings and knowledge-sharing sessions to review KPIs, share best practices, and address team-wide challenges.
  • Conducted regular performance evaluations and provided actionable feedback to support employee growth and career development.
  • Partnered with IT and engineering teams to identify and eliminate recurring issues, driving continuous service improvement efforts.
  • Authored and enforced Standard Operating Procedures (SOPs), streamlining L2/L2.5 and L3 workflows, and boosting CSAT by 8%.

TECHNICAL TEAM LEAD

Wipro Technologies
Bengaluru
08.2021 - 10.2024
  • Led a team of 20 L2 Service Desk technicians, delivering high-quality support through hands-on guidance, training, and daily operational oversight.
  • Managed end-to-end Service Desk operations, including ticket distribution, escalation handling, and performance monitoring to ensure efficient issue resolution.
  • Served as the primary liaison for stakeholders, addressing concerns and providing regular updates on team performance, service delivery, and project milestones.
  • Collaborated with cross-functional teams, partners, and project stakeholders to ensure timely progress against technical roadmaps and initiatives.
  • Reduced ticket backlog by establishing a dedicated Self-Service (ESS) Team, significantly accelerating resolution times for end users.
  • Acted as the escalation point for complex technical incidents, ensuring swift resolution to minimize operational disruption.
  • Maintained strict adherence to SLAs, consistently meeting or exceeding service targets.
  • Facilitated routine team meetings and knowledge-sharing sessions to review KPIs, discuss challenges, and promote best practices.
  • Conducted periodic performance evaluations, providing constructive feedback and individualized coaching—contributing to a 15–20% improvement in team performance.

SENIOR BUISNESS PROCESS ASSOCIATE,

Tata Consultancy Services
Bengaluru
05.2019 - 08.2021
  • Dynamic and results-oriented professional with extensive experience in Global Finance Services (GFS) applications, including Salesforce, Rapid Engage, MyEngage, Mobile T&E, and SAP Concur.
  • Provided expert knowledge and support for Salesforce, Mobile T&E, and Rapid Engage products, facilitating seamless integration and utilization within the team.
  • Played a pivotal role in pilot batches for Salesforce, SAP Concur, and ServiceNow, contributing to the successful implementation and adoption of these platforms.
  • Proficient in diagnosing and resolving a wide range of issues related to desktop applications including but not limited to Software Center application installation, SSO error fix and printer setup.
  • Skilled at setting up IOS devices in accordance with company guidelines, including configuring email, VPN, and application access while enforcing security measures such as passcode requirements and remote wipe capabilities.
  • Acquired knowledge of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), leading and motivating a team to consistently achieve and surpass established SLAs and KPIs.
  • Leveraged ServiceNow as a ticketing tool, mastering the concepts of Service Requests and Incidents, and implementing ITIL principles for effective ticket management.

SYSTEM ENGINEER,

Teamware Solutions | Client: Tata Consultancy
Bengaluru
07.2017 - 09.2018
  • Played a pivotal role in the introduction of Salesforce technology, earning a spot in the pilot dedicated batch for client support.
  • Provided dedicated assistance for client email systems including Google and Lotus Notes, ensuring seamless communication channels for clients.
  • Functioned as a trainer for the Salesforce product, disseminating updates and changes to the team, enhancing their proficiency and adaptability.
  • Recognized for outstanding performance, leading to placement in a dedicated team supporting the Concur application, ensuring smooth operations and client satisfaction.

PRODUCT SUPPORT SPECIALIST,

Practo Technologies Pvt Ldt
Bengaluru
08.2015 - 08.2016
  • Provided continuous support to clients using SaaS-based software, resolving issues and bugs through SQL coding, leading to a remarkable 70%+ customer satisfaction rate.
  • Employed a systematic troubleshooting approach to resolve customer issues, ensuring thorough understanding and resolution of problems.

Education

BE (Bachelor of Engineering) - Information Science

Dr. M.V.Shetty Institute of Technology
07-2015

Skills

  • Technical Proficiency
  • Service desk management
  • ILTL knowledge
  • Knowledge Management: ServiceNow
  • Service Now Reports and Catalog Creation
  • Salesforce Reports & Dashboards
  • Team leadership
  • Performance monitoring
  • Cross-functional collaboration
  • Process Improvement
  • Training and development
  • Strong Communication Skills
  • Customer Service Orientation
  • SLA and KPI Management
  • Incident and Problem Management
  • Project Management

Accomplishments

  • 2017: TCS awarded you as one of the Top quarterly performers.
  • 2018: Recognized by clients for the best support on Salesforce support implementation
  • 2019: Received a Certificate of Appreciation from an Operations Lead/Manager in November.
  • 2020: TCS organization awarded the Star of the Month in February.
  • 2022: Wipro Organization awarded firefighter award.
  • 2024: Wipro Organization awarded firefighter award.

Timeline

TECHNICAL TEAM LEAD

Infosys BPM
10.2024 - Current

TECHNICAL TEAM LEAD

Wipro Technologies
08.2021 - 10.2024

SENIOR BUISNESS PROCESS ASSOCIATE,

Tata Consultancy Services
05.2019 - 08.2021

SYSTEM ENGINEER,

Teamware Solutions | Client: Tata Consultancy
07.2017 - 09.2018

PRODUCT SUPPORT SPECIALIST,

Practo Technologies Pvt Ldt
08.2015 - 08.2016

BE (Bachelor of Engineering) - Information Science

Dr. M.V.Shetty Institute of Technology

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