Kavya S
Bengaluru
Summary
Joined DXC Technology on 20th December'19 as Associate Professional Service Delivery Coordinator. I have been working in the Service Desk for 7 years. Lead a team of 30 members and be accountable for the team’s performance and the improvement of the tenured analysts, as well as handling client calls and client-end escalations. I handle the team’s performance data, consolidate segments of their work effort, and show the efficiency and efficacy of the team's achievements and the individuals in it. I have been part of client calls for over 3 years now, supporting my manager. I have been the Team leader for over 3 years and 10 months, under the mentorship and guidance of my manager. Before joining DXC, I worked with Joules to Watts as a Technical Support Engineer. Have been ITIL v4 certified since October 2023, Six Sigma (White Belt) certified, and Kaizen Trained.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Team Lead (Analyst I Infrastructure Services)
DXC Technology
08.2022 - Current
- Leading and mentoring the team, performing scheduled staff reviews, communicating, and adhering to new procedures, policies, and goals.
- Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve daily business activities.
- Establishing, recommending, and implementing process updates/knowledges to ensure quality, timely and efficient design of client-oriented services.
- Working effectively with other teams implementing strategies to increase profitability, productivity, and overall client experience.
- Handling escalated issues from clients.
- Participating in the Manager role on Duty rotation.
- Handling major outages related to global cloud solutions for a dedicated client which includes Backup, Storage, Network, VMs, Data Center Management issues.
- Paging out communication to engage respective technical teams and involving respective line of business whose services are affected.
- Sending notifications to stakeholders about ongoing major outage and working with lead escalation officers till major outage is cleared.
- Strict adherence of SLA towards following- TTA (Time to Acknowledge), Sending bridge invite, Engagement of correct resolver group, TTN (Time to Notify), FCR maintenance, ASA adherence, CSAT & DSAT Monitoring.
- Notifying respective line of business and lead escalation officer for emergency change approvals when requested by change management team.
- Application validation and testing.
- Conducting team meetings and sharing feedback which can improve our work and can avoid any possible escalation also to enhance the QoS.
- Publishing daily reports.
- Participate in Change Maintenance Activities and following up with respective technical teams till change completion.
Associate Professional Service Delivery Coordinator
DXC Technology
12.2019 - 08.2022
- Incident & Request Management through Service Now ticketing tool.
- Delivered high-quality service to clients while consistently meeting strict SLAs for response and restoration times.
- Ensured client systems operated effectively and restored service promptly following any outages.
- Coordinated teams and managed escalations to efficiently resolve user issues.
- Problem determination, workaround resolution, root cause analysis, major incident management, communication management.
- Ensure that solution and application support documentation is maintained to the highest quality and accuracy.
- Closely work with the BRM (Business Recovery Management Team) and involve different resolver teams on Tech Bridge to get the outages resolved as per ITSMSLA.
Technical Support Engineer
DXC Technology
07.2019 - 12.2019
- Addressed support requests from end-users, guiding them through troubleshooting tasks to resolve issues effectively.
- Acted as the primary point of contact for support related to owned solutions and products.
- Monitored and maintained quality standards to ensure compliance with service level agreements.
- Clarified technical information for non-technical individuals to enhance understanding.
Education
PCMC -
SSMRV PU College
01-2015
Skills
- Service Now
- Teamwork and Team Leadership
- Client Engagement
- Initiative - driven
- Investigating and Auditing
- Attention to detail
- Communication
- Escalation handling
- Operations management
- Shift scheduling
- People Management
- Incident management
Certification
- ITIL 4 Foundation, 10/01/23
- Six Sigma (White Belt)
- Kaizen Trained
Disclaimer
I declare that the above information is true.
Applications
- Service Now
- MS Office
- AD/LDAP
- AZURE VPN
- MFA
- MobilePASS
Timeline
Team Lead (Analyst I Infrastructure Services)
DXC Technology
08.2022 - Current
Associate Professional Service Delivery Coordinator
DXC Technology
12.2019 - 08.2022
Technical Support Engineer
DXC Technology
07.2019 - 12.2019
PCMC -
SSMRV PU College