Mohammad Jasim

ACI Worldwide Outsourced the Global Service Desk to TCS.

Working in same capacity as previous role with a larger team size and managing 15 direct reporting now. Working as Tower Lead Service Desk management. Leading the Global Service Desk Operations for ACI Worldwide at TCS.

• Lead a global team of 11 service desk Support Specialists supporting 5000+ users across Windows and Mac environments.
• Lead a team for L1 and L1.5 support via phone, email, and self-service portals.
• Act as Major Incident Manager during critical outages; draft global communications and assist in RCA documentation.
• Collaborate with PMO and enterprise teams for application go-lives and infrastructure changes.
• Drive service desk automation initiatives to reduce manual effort and improve efficiency.
• Oversee identity management processes for onboarding/offboarding in coordination with IDM team.
• Deliver SLA/KPI reports to senior leadership; manage recruitment, training, and performance appraisals.
• Support network and DLP teams in monitoring and patch deployment with minimal user disruption.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Migrated Google Workspace to Microsoft 365; unified collaboration and productivity tools
• Transitioned RSA SecureID to Ping SSO; streamlined identity and access management
• Replaced RemedyForce with Jira Service Desk; modernized ITSM workflows
• Shifted from Cisco Webex to Microsoft Teams; consolidated communication platforms
• Integrated global service desks post-M&A; standardized support operations across regions

• Provided L1 support for Kraft Foods across SAP, AS400, Citrix, VPN, MS Office, Windows applications, and printers and windows operating systems
• Provided L1 technical support on incidents and service requests via phone and email; escalated to appropriate teams using Peregrine, Remedy, and Digital Workflow.
• Supported AD, SCCM, remote access, and printer issues; maintained SLA compliance.
• Acted as SME and floor support; conducted refresher training and monitored team metrics.
• Remote Desktop Management for Windows Computers.
• Maintain the highest level of SLAs as per the ITIL best practices.

• Delivered ticketing and reservation support for global customers via voice channel.
• Excellent communication skills, both verbal and written.
• Collaborated with passengers and travel agents to resolve booking issues, correct fares, and clarify rules.
• Resolved customer complaints by offering solutions and escalating issues when necessary.

• Assembled and configured PCs, laptops, routers, and modems; provided on-site support and troubleshooting.

• Installed and supported hardware/software; provided technical assistance and sales support to customers.