Nagachandan H. Sathyanarayana
Service Desk Manager
Bangalore
Summary
Results-driven Operations and Process Improvement Manager with 19+ years of experience in managing delivery across diverse industries. Proven expertise in building high-performing teams, transforming operations, and aligning strategies to achieve business goals. Skilled in Lean Six Sigma, customer relationship management, and digital transformation. Adept at driving operational excellence, improving customer satisfaction, and delivering projects on time and within budget.
Overview
20
20
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Associate Consultant
Tata Consultancy Services
09.2017 - Current
- Managed EY account for service deliverables, ensuring adherence to SLAs, customer satisfaction, and escalation management.
- Led a team of associates and 2 leads, driving operational efficiency and achieving customer satisfaction ratings of over 90% annually.
- Developed and implemented KPIs, SLAs, and operational metrics to enhance support services.
- Streamlined team support activities, standardized responses, and improved workflow efficiency.
- Prepared and presented weekly/monthly MIS reports on team productivity and performance.
- Conducted hiring, training, and onboarding of new team members, ensuring seamless transitions.
- Enhanced client satisfaction by providing tailored solutions and recommendations for their business needs.
- Evaluated customer needs and feedback to drive product and service improvements.
Team Lead
EY Global Shared Services
01.2007 - 08.2017
- Handled escalations, provided feedback, and supervised team activities for global stakeholders.
- Liaised with global help desks and service desks to resolve technical issues and ensure timely incident closure.
- Participated in global projects, implemented process changes, and conducted root cause analysis (RCA) for reported issues.
- Acted as the Single Point of Contact (SPOC) for regional stakeholders, ensuring effective communication and issue resolution.
- Conducted User Acceptance Testing (UAT), and sent status updates to global stakeholders.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
Technical Support Executive
Accenture Private Services Ltd.
05.2006 - 12.2006
- Provided technical and customer support for AT&T DSL connections, ensuring timely resolution of cases.
- Delivered high-quality customer service, adhering to organizational standards, and SLAs.
- Delivered exceptional technical assistance through both phone and email channels while maintaining professionalism at all times.
- Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Conducted root-cause analysis for recurring technical problems, developing long-term solutions to prevent future occurrences.
Technical Support Executive
CLI3L (ITC Infotech)
06.2005 - 05.2006
- Provided technical and customer support for PeoplePC dial-up connections, ensuring effective case resolution.
- Maintained high levels of customer satisfaction through prompt and accurate support.
- Assisted in the development of standard operating procedures for technical support, resulting in improved team efficiency and consistency.
- Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.
- Reduced call wait times by implementing effective time management techniques during high-volume periods.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Delivered exceptional technical assistance through both phone and email channels while maintaining professionalism at all times.
- Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.
Education
Bachelor of Commerce -
MES College of Commerce
Sirsi, KarnatakaPre-University Course - undefined
Sri Bhagwan Mahaveer Jain College
Secondary School Leaving Certificate - undefined
Carmel High School
Skills
Operations Management
undefinedCertification
ITIL V3 Service Operations
Accomplishments
- Implemented predictive risk models to anticipate escalations, reducing SLA breaches by 20%.
- Developed a data-driven forecasting model with a deviation of +/- 10%, ensuring optimal resource allocation and on-time project delivery.
- Transformed onboarding processes into active learning journeys, improving new hire retention by 15%.
- Reduced team attrition by 10% through the implementation of agile backfill strategies and career development plans.
Timeline
Associate Consultant
Tata Consultancy Services
09.2017 - Current
Team Lead
EY Global Shared Services
01.2007 - 08.2017
Technical Support Executive
Accenture Private Services Ltd.
05.2006 - 12.2006
Technical Support Executive
CLI3L (ITC Infotech)
06.2005 - 05.2006
Pre-University Course - undefined
Sri Bhagwan Mahaveer Jain College
Secondary School Leaving Certificate - undefined
Carmel High School
Bachelor of Commerce -
MES College of Commerce
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