Karthik Gopalam

Managerial professional with proven record of streamlining processes and leading high-performing teams. Known for strong analytical skills and commitment to achieving results. Teams rely on collaborative leadership and adaptability to changing needs.

• REAP Certification of Appreciation, Infosys, 2024
• INSTA Awards, Infosys, 2024
• Tech Team Excellence, Danske IT, 2024
• STAR Award, Danske IT, 2022

• Lead and mentor a team of 40 engineers, including team leads and SMEs, fostering a collaborative and high-performance culture while ensuring timely resolution of incidents and service requests.
• Proficient in managing IT Service Desk operations, including incident resolution and service request fulfillment, while adhering to ITIL best practices for efficient service delivery.
• Monitor and analyze ServiceDesk volumes, identify trends and implement strategies to optimize performance and improve end user service quality.
• Review, classify, and remediate recurring issues within incident tickets, ensuring ticket quality and creating self-help SOP documents for engineering education.
• Collaborate with IBM to integrate AI solutions into Danske Bank's IT operations, driving innovation and efficiency in service delivery.
• Lead projects from pilot to deployment phases, coordinating with cross-functional teams and preparing comprehensive reports for management.
• Successfully execute multiple projects, ensuring on-time delivery with minimal disruption to operations, while implementing process improvements and best practices.
• Manage stakeholder relationships, overseeing vendor management and contract negotiations to ensure service levels are maintained and expectations are met.
• Demonstrate strong problem-solving skills, exceptional communication abilities, and a proactive approach to challenges, facilitating effective collaboration across all levels.
• Analyze and provide insights on top trending issues, process changes, and upcoming technology projects, educating Service Desk engineers on relevant topics and driving continuous improvement.