Keshav Luxmaan Sridharan
Chennai,TN
Summary
Seasoned Service Manager with a proven track record at HCLTech, enhancing customer satisfaction through expert problem-solving and robust team leadership. Skilled in ITIL practices and ServiceNow, I've significantly reduced service downtime and improved resolution times. Demonstrates a positive attitude and a knack for multitasking, ensuring high-quality service delivery and stakeholder trust.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Service Manager / Associate Consultant
HCL Tech
01.2021 - Current
- Managing a team of Incident, problem and change managers
- Met with customers to discuss service needs and offer available solutions.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
Problem & Change Manager
HCL Tech
02.2018 - 12.2020
- Creating and reviewing RCA reports to ensure they were comprehensive, high quality, and actionable
- Increased stakeholder satisfaction by effectively communicating changes, ensuring minimal disruption to daily operations.
- Built strong relationships with stakeholders at all levels, promoting a collaborative approach to managing change projects.
- Implemented change strategies by identifying areas for improvement and developing comprehensive plans.
- Developed training materials and resources for smooth transitions during organizational changes.
- Monitored progress throughout change implementation phases, adjusting timelines as needed based on project requirements.
- Facilitated workshops and training sessions to equip staff members with tools necessary for successful adaptation during periods of transition.
- Evaluated customer needs and feedback to drive product and service improvements.
- Collaborated with cross-functional teams to identify trends in incidents and formulate proactive strategies to prevent future occurrences.
- Implemented process automation tools to minimize manual intervention in the problem management lifecycle, increasing efficiency and accuracy.
- Coordinated with vendors for third-party support, ensuring prompt resolutions of issues outside internal capabilities.
- Developed strong relationships with stakeholders across the organization, promoting transparency and trust in the problem management function.
- Conducted regular reviews of resolved problems to identify areas for further improvement in processes or procedures.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Major Incident Manager
HCL Tech
01.2016 - 01.2018
- Triage, Facilitate and drive all major issues to the resolution
- Responsible for monitoring all major metrics via various monitoring tools and follow the major incident management process in restoring the major impacting incidents.
- Developed strong relationships with clients through proactive communication and timely resolution of issues, fostering trust and loyalty among customers.
- Boosted customer satisfaction levels by ensuring timely and effective responses to major incidents.
- Collaborated with cross-functional teams for faster incident resolution and improved service quality.
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Successfully managed high-pressure situations involving multiple parties, demonstrating excellent conflict resolution and negotiation skills.
- Improved major incident resolution times by implementing efficient processes and communication strategies.
- Conducted post-resolution reviews with team members.
Service Desk Associate
HCL Tech
01.2015 - 12.2016
- Engaged in user support interactions via telephone, chat and email platforms.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Consistently met or exceeded service level agreements and performance metrics, resulting in recognition as a top-performing Service Desk Associate.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Contributed to the development of a centralized knowledge base, simplifying access to information for all team members.
Customer Service Associate
Sitel Inc
01.2014 - 12.2014
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Investigated and resolved customer inquiries and complaints quickly.
- Sought ways to improve processes and services provided.
- Met customer call guidelines for service levels, handle time and productivity.
Education
MBA - Information Technology
Narsee Monjee Institute of Management Studies
Mumbai, India12-2023
Bachelor of Engineering - Electronics And Communication
Anna University
Chennai, India05-2013
Skills
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Customer Service
- ITIL Foundation and ITIL V4 Managing professional certified
- Experienced in Service now and Remedy ticketing tools
Certification
- ITIL Foundation Certificate in ITIL V4
- ITIL Managing professional Certificate in ITIL V4
Languages
English
Tamil
Timeline
Service Manager / Associate Consultant
HCL Tech
01.2021 - Current
Problem & Change Manager
HCL Tech
02.2018 - 12.2020
Major Incident Manager
HCL Tech
01.2016 - 01.2018
Service Desk Associate
HCL Tech
01.2015 - 12.2016
Customer Service Associate
Sitel Inc
01.2014 - 12.2014
MBA - Information Technology
Narsee Monjee Institute of Management Studies
Bachelor of Engineering - Electronics And Communication
Anna University
Similar Profiles
Suraj Prasad KhilarSuraj Prasad Khilar
Lead Engineer at HCL Tech ( Citrix Outsourced To HCL )Lead Engineer at HCL Tech ( Citrix Outsourced To HCL )
Mohammed Surfudeen Syed SirasudeenMohammed Surfudeen Syed Sirasudeen
AWS & DevOps Engineer at HCL TechAWS & DevOps Engineer at HCL Tech
Umakant TripathiUmakant Tripathi
Cyber Security Consultant at HCL TechCyber Security Consultant at HCL Tech