Madhusudan Vyas S
Perumbur
Summary
Results-driven Service Desk Manager with over 8 years in IT Service Management, leading a team of 30+ associates. Expertise in performance monitoring, service delivery improvements, and SLA adherence. Focused on driving customer satisfaction, optimizing processes, and mentoring high-performing teams.
Overview
11
11
years of professional experience
Work History
Service Desk Manager / IT Analyst
Tata Consultancy Services (TCS)
Chennai
03.2019 - Current
- Leading a team of 32 Service Desk Analysts handling global IT support across L1/L2 queues.
- Managed end-to-end incident and request lifecycle, ensuring adherence to SLA, FCR, and quality targets.
- Managed staffing, OT planning, roster approvals, and productivity optimization.
- Coordinated VIP support, communicated major incidents, and facilitated stakeholder governance calls for effective incident management.
- Lead automation initiatives and optimized workflows, resulting in faster resolution and improved SLA performance.
- Developed knowledge base, SOPs, and onboarding materials to enhance team capability and streamline training.
- Conducted weekly RCA reviews, dashboard reporting, and performance reviews.
- Partnered with Problem / Change / Infra teams to reduce repeat incidents and stabilize services.
- Mentored future leads / SMEs, enabling succession planning and stronger team capability.
Technical Support Engineer
HCL Technologies
Chennai
12.2017 - 01.2019
- Achieved high CSAT through effective communication and timely resolution of technical issues.
- Ensured SLA adherence and escalated issues, while supporting remote troubleshooting to enhance user experience.
- Provided end-user support on IT issues, managing incidents via ServiceNow.
Senior Process Associates
Capgemini
Chennai
07.2015 - 10.2017
- Led Process Improvement & Automation presentation resulting in effort reduction and ticket deflection.
- Presented Monthly Operations Performance & SLA dashboard deck (PPT) to senior leadership and stakeholders, providing insights into operational efficiency and performance metrics.
- Drove Quarterly Business Review (QBR) PPT, showcasing service desk performance trends and actionable plans to enhance service delivery.
- Handled stakeholder communication, escalations, task allocation, and SOP documentation, contributing to process efficiency and training new joiners while ensuring client deliverables met SLA.
- Led data operations and reporting activities including data extraction, cleansing, validation, and Tableau dashboard management.
- Recognized in Annual Performance Appraisal for: Consistently achieving SLA & CSAT targets, People management & team engagement initiatives, Handling critical volumes during peak months.
Education
B. Com - Corporate Secretaryship
DG Vaishnav College
01.2014
Skills
- Service desk management
- Incident Management
- Problem Management
- Change Management
- ITIL
- Ticketing Tools
- ServiceNow
- Bomgar
- Performance Reporting
- Continuous improvement
- Team leadership
- Escalation Handling
- Customer Experience
- Training
- Coaching
Accomplishments
- Presented Monthly Operations Performance & SLA dashboard deck (PPT) to senior leadership and stakeholders.
- Led Process Improvement & Automation presentation resulting in effort reduction and ticket deflection.
- Drove Quarterly Business Review (QBR) PPT showcasing service desk performance trends and action plans.
- Recognized in Annual Performance Appraisal for consistently achieving SLA & CSAT targets, people management & team engagement initiatives, and handling critical volumes during peak months.
Languages
English
Intermediate (B1)
B1
Hindi
Upper Intermediate (B2)
B2
Timeline
Service Desk Manager / IT Analyst
Tata Consultancy Services (TCS)
03.2019 - Current
Technical Support Engineer
HCL Technologies
12.2017 - 01.2019
Senior Process Associates
Capgemini
07.2015 - 10.2017
B. Com - Corporate Secretaryship
DG Vaishnav College