Magesh Kumar

Lead regional service operations across multiple locations, ensuring consistent service delivery, operational efficiency, and customer satisfaction.

• Manage end-to-end regional IT support and operations across multiple branches/sites.
• Lead cross-functional teams including service desk, field support, and operations personnel.
• Drive service delivery performance through KPI monitoring, governance reviews, and strategic planning.
• Collaborate with senior leadership on budgeting, resource planning, and operational improvements.
• Standardize processes across locations to improve consistency and compliance.
• Oversee customer escalations and ensure timely issue resolution with minimal business disruption.
• Build strong relationships with stakeholders, clients, and internal business leaders.
• Mentor managers and team leads to strengthen leadership capability across the region.

Key Achievements:

• Successfully managed IT operations across multiple regional locations, ensuring high system availability and consistent service delivery.

· Improved SLA compliance from 88% to 97% within 6 months by redesigning escalation workflows and introducing daily performance reviews.

• Led regional IT infrastructure modernization projects, reducing downtime and improving operational efficiency.
• Successfully planned and executed office expansions, relocations, or mergers with minimal business disruption.

Managed day-to-day IT operations, service performance, team productivity, and support delivery for business-critical environments.

• Oversaw daily operations for service desk and support functions.
• Managed operational KPIs, shift planning, workload balancing, and resource utilization.
• Ensured adherence to incident, problem, and change management processes.
• Conducted service review meetings with internal stakeholders and external clients.
• Identified operational bottlenecks and implemented continuous improvement initiatives.
• Supported business continuity through risk mitigation and service recovery planning.
• Managed team performance, coaching, and development plans.

Led service desk operations, team performance, customer support quality, and ITSM process adherence.

• Managed a team of service desk analysts and engineers supporting end users across multiple business units.
• Monitored incident queues, SLA adherence, and ticket resolution performance.
• Developed and maintained service desk procedures, knowledge base articles, and reporting dashboards.
• Conducted team huddles, performance reviews, and training sessions.
• Acted as major incident escalation point for high-priority service disruptions.
• Worked closely with infrastructure, application, and business teams for timely issue resolution.
• Ensured high standards of customer communication and service quality.

Key Achievements:

• Improved service desk customer satisfaction score to 97%.
• Reduced ticket backlog by 35% in three months by implementing SLA-based ticket management and resource optimization.
• Introduced reporting and governance mechanisms that improved management visibility and accountability.

Provided advanced technical support, handled critical incidents, and supported junior team members in resolving complex issues.

• Resolved complex hardware, software, network, VPN, email, and user access issues.
• Acted as the escalation point for high-priority and technically challenging incidents.
• Supported onboarding, training, and mentoring of junior analysts.
• Created troubleshooting guides and technical documentation to improve support efficiency.
• Coordinated with L2/L3 teams and vendors for faster issue resolution.
• Participated in shift lead responsibilities and service improvement initiatives.
• Ensured adherence to service desk processes and documentation standards.

Key Achievements:

• Achieved consistently high SLA performance and customer feedback ratings.
• Reduced recurring incident volume by identifying common issues and recommending permanent fixes.
• Improved team productivity through knowledge sharing and process support.

Delivered first-line technical support to end users and ensured timely resolution or escalation of IT issues.

• Logged, categorized, prioritized, and resolved incidents and service requests.
• Provided support for desktops, laptops, printers, applications, email, and user accounts.
• Assisted users via phone, email, chat, and remote support tools.
• Escalated unresolved or major incidents to appropriate support teams.
• Maintained accurate ticket documentation and status updates.
• Followed ITIL-based service management processes and SLA commitments.
• Contributed to a positive end-user support experience through clear communication and timely follow-up.

Key Achievements:

• Consistently met or exceeded individual SLA and productivity targets.
• Recognized for strong customer service and issue ownership.
• Helped improve ticket handling efficiency through accurate categorization and resolution practices.