Jitendra Kumar Verma

Responsible for facilitating seamless IT service delivery to achieve business objectives.

Act as the primary point of contact for business stakeholders regarding IT service operations.

Lead, mentor, and develop the IT service operations team ( IT infra, Global Service Desk, DSS, UAM, Asset). Foster a collaborative and high-performing team environment.

Accountable for overall team quality control, escalations, audit and governance.

Manage IT HW asset lifecycle processes, from procurement to retirement.

Leading MBR and QBR with vendor, leadership and other internal stakeholders.

Oversee day to day performance of service delivery and ensuring the SLAs are met/adhered to.

Develop and maintain relationships with key stakeholders to ensure high levels of commitment and enable the strategic agenda.

Foster strong relationships with stakeholders, providing regular updates on project status and performance.

Manages the recruitment process for the team ensuring colleagues with the relevant skills are recruited to the team.

Maintained strong relationships with vendors to foster collaboration and resolve issues efficiently.

Identify opportunities for process improvements and implement best practices.

Act as the primary point of contact for business stakeholders regarding IT service operations.

Drive Monthly sync up and reviews with counterparts across the globe (Columbia, Mexico, United states, UK, Australia and India) Manpower planning and utilization

Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & team targets.

Managed a team of Windows & Linux server operations, Networking, Back-up, Storage, IPT(Voice), MS Teams, Service Desk ensuring uptime and SLAs are intact.

Optimized network operations for business-critical applications. Played a pivotal role in the successful audit of IT security procedures, ensuring compliance with industry standards.

Leading Service Desk, Infrastructure Services, Incident, Problem and Change Management.

Asset lifecycle management: Proven ability to manage the lifecycle of IT assets.

Leading a regional vulnerability team and working closely with all the stakeholders to mitigate all in defined timelines.

Managing Service Desk & UAM team for handling Incident (P1, P2, P3 & P4) and SRs.

Responsible for providing on-call support as needed

Training Plans and Hiring Initiatives for the team and project Delivering key business metrics including INC & SR SLA, CSAT, FCR, MTTR, Re-queues, Escalations, ticket Backlog, ticket ageing etc.

Responsible for managing a team of service desk agents and UAM Team.

Ensures resource allocation, attendance, effective achievement of KPI’s and planning activities.

Contributes to the process of managing tickets or calls logged at the service desk.

Ensures all incidents which are logged, are accurately registered and categorized.

Ensures the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process. Checks incidents are fully resolved, and users and/or clients are satisfied and agree to close the related incident.

Monitors the performance of the team and identifies any training/ coaching intervention required.

Managing and resolving IT issues for users, acting as the first point of contact for technical support, and ensuring smooth IT operations.