Summary
Overview
Work History
Education
Certification
Timeline
Skills
Work Preference
Languages
Accomplishments
Awards
Interests and Community Service
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Kiran Shetty

Kiran Shetty

Operation Shift Lead
Mumbai,Maharashtra

Summary

With 8+ years of experience in IT Service Management, and Results-oriented Operation Lead with 3+ years of experience in IT operations, with a strong foundation in People Management, Process Improvement, Operational Excellence, and Project Management. Highly motivated to transition my skills to the Technology Management field. Eager to learn and contribute to future mission. Proven ability to enhance operational efficiencies and drive process improvements. Excited about the opportunity to leverage my skills in upcoming new challenging tasks to contribute to goals of innovation and excellence.

Overview

13
13
years of professional experience
7
7
Certification

Work History

Operation Lead

UBS Bank
Mumbai, Maharashtra
05.2022 - Current
  • Led the Service Desk team, ensuring compliance with process and knowledge standards, while consistently meeting client and internal objectives. I managed escalations, met Service Line Agreement and Key Performance Indicators targets, and continuously improved service delivery.
  • Supervised daily operations, ensuring consistent procedure documentation and application across the team. Managed 22-24 analysts, including 7 direct reports, and conducted monthly performance reviews for feedback and guidance.
  • Met deadlines, resolved disputes quickly, and ensured high customer satisfaction through clear communication. Skilled at both independent work and teamwork, offering support and guidance as needed
  • Fostered a collaborative environment, enhancing efficiencies and consistently achieving Key Performance Indicators. As a project manager, I streamlined Standard operating procedure and reduced follow-up emails by implementing three process improvements ideas.
  • Promoted self-service IT tools, empowering users to resolve issues independently, and collaborated with key stakeholders (AMER) to streamline processes and improve cross-functional communication
  • Collaborated with Developer and Automation teams to enhance SMART Bot functionality, leading to consistently high Customer Survey and Ticket Quality scores through process improvements and promoting self-service options.
  • Led high-impact projects, including enhancing account security with Cyber Security and developing the SMART Tech BOT for automated ticket solutions, showcasing my dedication to continuous improvement and efficiency
  • Additionally, successfully implemented three ideas that streamlined Standard operating procedures, improved tool features, and reduced email traffic, boosting operational efficiency. Also completed certifications to enhance cultural understanding and foundational engineering skills.

Senior IT Engineer

UBS Bank
Mumbai, Maharashtra
06.2018 - 05.2022
  • Started as Frontline analyst wherein have answered End User product attribute and usage questions to promote satisfactory product ownership experience
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies
  • Provided 2nd and 3rd level technical support, specializing in troubleshooting MS Office 2010 & O365, Outlook
  • Skype, Azure Dev Cloud desktops, and Intune administration
  • Managed system hardware, network infrastructure, and connectivity issues, ensuring smooth execution of end-user tasks
  • Implemented network security measures, including firewalls, two-factor authentication, and antivirus software
  • Collaborated with internal teams to resolve complex system and application issues, enhancing end-user satisfaction
  • Led the identification of root causes and coordinated with Major Incident Management for quick fixes
  • Contributed to automation initiatives, developing and modifying tools to improve team efficiency
  • Involved in hiring processes, interviewing, and selecting candidates aligned with job requirements.

Windows Administrator

Wipro Technologies Ltd, Hindi
Pune, Maharashtra
05.2017 - 04.2018
  • Provided comprehensive technical support to 500+ end-users, ensuring prompt issue resolution and high customer satisfaction.
  • Implemented and managed a remote support system, reducing response times by 30%.
  • Managed security administration, including data protection and remote access.
  • Collaborated with the Applications team to resolve IT issues for UKPN employees.
  • Handled Active Directory account management, including shared mailbox and distribution list creation.
  • Remotely deployed job-specific software to employee systems.
  • Attended vendor calls to improve Service Desk processes and update knowledge base articles.
  • Monitored and assigned tickets within the team, ensuring SLA compliance and timely resolution.
  • Analyzed system requirements to efficiently resolve a wide range of technical issues.

Senior Technical Associate

Wipro Ltd
Mumbai, Maharashtra
12.2013 - 04.2017
  • Managed and resolved over 30 broadband cases daily, addressing customer queries and troubleshooting hardware, peripherals, and telephony issues
  • Analyzed and resolved slow and intermittent broadband connection problems, ensuring timely remediation
  • Coordinated with Expert Engineers and Openreach for site visits and technical adjustments, ensuring effective resolution of line and DP faults
  • Created support documentation to empower end users and reduce dependency on the support team
  • Collaborated with internal departments and vendors to resolve advanced technical issues and enhance customer satisfaction
  • Collaborated with engineers and developers to troubleshoot complex technical problems and implement solutions
  • Created and maintained knowledge base articles to provide self-help resources for users
  • Took additional responsibility of helping new comers guiding and mentoring them in process knowledge transfer.

Credit Card Specialist

ICICI Bank Ltd
Thane, Maharashtra
11.2011 - 11.2013
  • Managed over 80 inbound customer calls per day, ensuring high-quality, defect-free service.
  • Provided excellent customer service to credit card holders and resolved inquiries promptly.
  • Handled escalations and resolved issues for Wealth Management clients, including credit card disputes and service delays.
  • Analyzed credit card transactions for potential fraud, identifying and flagging suspicious activity.
  • Monitored credit card accounts for delinquent payments and initiated collection procedures.
  • Coordinated with fraud prevention teams to implement and update security measures.
  • Provided floor support, mentored new hires, and conducted refresher sessions for team members.
  • Collaborated with colleagues in other departments to ensure smooth credit card operations.
  • Made decisions on extending lines of credit and controlled credit exposure to minimize risk.
  • Maintained a high level of efficiency in daily tasks, delivering exceptional service in challenging situations.

Education

Bachelor of Commerce - Arts, Science And, Commerce

Royal College of Arts, Commerce, Mumbai University
Mumbai
Apr 2011

Higher Secondary Certificate - Second Year Bachelor of Commerce

Maharashtra Board
Mumbai

Secondary School Certificate -

Mother Mary's English High School, Maharashtra Board
Mumbai
Apr 2006

Certification

  • ITIL 4 foundation certification
  • LFC131: Green Software for Practitioners
  • Microsoft certified Azure Fundamentals
  • GitLab Certified CI/CD Associate
  • GitLab Certified Git Associate
  • Professional scrum master 1
  • Academy Accreditation - Databricks Lakehouse Fundamentals

Timeline

Operation Lead

UBS Bank
05.2022 - Current

Senior IT Engineer

UBS Bank
06.2018 - 05.2022

Windows Administrator

Wipro Technologies Ltd, Hindi
05.2017 - 04.2018

Senior Technical Associate

Wipro Ltd
12.2013 - 04.2017

Credit Card Specialist

ICICI Bank Ltd
11.2011 - 11.2013

Bachelor of Commerce - Arts, Science And, Commerce

Royal College of Arts, Commerce, Mumbai University

Higher Secondary Certificate - Second Year Bachelor of Commerce

Maharashtra Board

Secondary School Certificate -

Mother Mary's English High School, Maharashtra Board

Skills

  • Agile Project Management
  • Software Development Life Cycle (SDLC)
  • Scrum Master
  • Analytical Skills
  • Continuous Improvement Projects
  • Agile Methodologies
  • GitLab Essentials
  • Self-management
  • People Management
  • Leadership
  • Project Management
  • Account Management
  • Data Analysis
  • Business Analysis
  • O365 and products
  • Basic understanding of Artificial Intelligence
  • DevOps Fundamentals
  • Basics of Python
  • Configuration and Management

Work Preference

Work Type

Full Time

Location Preference

Hybrid

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsTeam Building / Company RetreatsPaid sick leavePaid time offWork from home optionHealthcare benefits401k match

Languages

English
Advanced (C1)
Hindi
Advanced (C1)
Marathi
Upper intermediate (B2)

Accomplishments

  • Led the team to achieve an average Customer positive response rating of 4 and above (1 being lowest and 5 being lowest)
  • Played a crucial role in promoting self-help options through IT Mobile App, resulting in ~8500 tickets being tagged for self-service between Q1-Q3 2023.
  • Worked closely with the Cyber Security group to create a process for handling compromised accounts, improving security and reducing ticket resolution time by 40%.
  • To enhance authentication security for each user, have worked closely with Security team to help them drive and execute Two Factor Authentication process for all the employees across the organization with this have managed to reduce 60% ticket inflow related to password reset.
  • Collaborated with the Innovation & Automation team to develop SMART Tech Bot, leading to zero-touch solutions for ~6,500 tickets by Q4 2023.
  • Completed one of the competitive Internal Certification Program (UBS Certified Engineer) and was the First team member to achieve it within Entire Functional Department

Awards

  • Awarded as Client recognition for best performer in Service Desk (Wipro Technologies Limited)
  • Recognized for Improving Quality and Continuous Service Excellence Award (Wipro Technologies Limited)
  • Outstanding Performer in TSD for a Month (UBS)
  • TSD Award for delivering Excellent End User Support - 3 Times in a year (UBS)
  • Awarded as Technology Operations Center India for Outstanding Performance in End User Support (UBS)
  • Technology Operations Center SPOT Award (UBS)

Interests and Community Service

  • Actively participated in the Corporate Social Responsibility campaign, distributing books to children from low-income communities and conducting reading sessions.
  • Also engaged in year-round beach clean-up drives at Versova beach, contributing to environmental conservation.
  • Conducted session on Grooming youth for Interviews, workshops on the importance of Body Language in Interviews.
  • Knowledge sharing with youth in a school Related to Basic knowledge and usage of MS Excel and its functions.
  • I prefer a healthy diet over junk food and maintain an active lifestyle through outdoor sports, cycling, and fitness routines.
  • I enjoy exploring mountainous regions and have a passion for music.
  • Favorite topic to talk is Cricket and Love Playing this sport in my Free time.

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Kiran ShettyOperation Shift Lead