Nilesh Gaikwad

The objective was to setup Technical Support functions for 4x product units as stage 1 of a pilot phase.
We successfully setup and managed the overall Global Tech support operations (24 x 5) for enabling end-to-end
logistics processes and systems. Provide sound leadership and management for all aspects of strategy, development
and implementation for 6x (4x new + 2x established) Product Business Units (PBUs)/Line of Business (LOBs)

• Manage a team (48 FTEs) of manager, high-end Technical Support Leads and Engineers(specialists)
• Hire the right talent, build capacity and capability to develop an organization structure to attract & retain talent
• Abide policy adherence and ensure the performance metrics are achieved
• Migrating business processes from disorganized channels into a standard CRM/ticketing platform (Salesforce Classic and Salesforce lightning) and move from Avaya to Nice telephony system
• Augmenting Strategy / Roadmap based on Digital Customer experience
• Broaden the Knowledge Base (KB) consistently to implement Self-serve/Self service
• Proactively setting up Artificial Intelligence (AI) adapted Chat bots at a blistering pace
• Provide daily, weekly and monthly reports to the team and leadership
• Advise management on situations that may require additional client support or escalation(s)
• Manage conversations with respective stakeholders of the business units to help in geographic expansions
• Providing feedback that is specific, constructive and encouraging all team members in incremental
performance improvement

Heading IT operations (L1 & L2 i.e. Remote support and Field support) supporting global users (24 x 7) and accountable for IT Infrastructure support for offices in India (Mumbai and Gurugram)

• IT operations governance for (L1 & L2 i.e. Global Service Desk/Remote Support/L1/first level support and Field Support/L2/second level support) for 24x7 worldwide support to employees/customers situated in 65+ countries
• Led the Global Service Desk team (Manager, group leads and agents), which was the first point of contact for all worldwide employees (with limited clients and vendors) for raising all IT issues or requests. Along with the accountability of all tickets raised, my team had a significant weightage in the organization as it resolved highest proportion of tickets raised for the total IT function
• Research, design and communicate (both verbally and in writing) the primary direction and strategic road-map for IT systems
• Manage the performance of services to customers (24 x 7) ensure that service levels are achieved in line with contracts and that customer expectations are met or exceeded
• Incident Management: Ultimate responsibility for ownership of all customer incidents/service requests with Customer satisfaction (CSAT) as topmost KPI
• Quality Monitoring: Track the incidents to conclusion in line with SLAs and quality standards
• Escalations: Manage critical customer incidents, associated to customer communication, activities and any appropriate escalations
• Reports: Provide information about incidents analysis, KPIs and performance reports. Track and analyze trends in ticket requests and generate statistical reports
• WW Surveys and Voice of Customer (VOC)
• Business Continuity Planning, ISO audit management, Asset Management, Vendor Management & Knowledge
Management
• Service Transition/migration and end to end IT support during new company acquisitions
• Workload/Capacity planning, Performance appraisals, Attrition Control and Personal Development Plan
• Develop an effective and workable framework for managing and improving customer support with an objective to transform IT support from reactive to proactive functio

Governing the offshore team supporting global applications support (24x5) for firm’s extremely risk sensitive data applications which includes RCSA management and analysis, ORR, New Business Initiatives, internal & external Regulatory data and access permissions, entitlements for higher management

• Lead the offshore team for managing application support for PROD & UAT to ~25000 WW user base in 24x5 support model
• People management, Incident management, Problem management, Change Management, Quality monitoring, Process Improvements
• Reports and Analytics
• Triage review meetings between L2 and/or application development teams on daily, weekly basis which work in an Agile environment
• Granting entitlements for VPs, Exec Directors and Managing Directors for risk sensitive data apps
• Counseling team members to improve quality, efficiency and productivity for onshore and offshore
• Building effective Knowledge base and making sure SOPs are updated on quarterly basis
• Planning Business Resiliency and updating the SOPs and saving audit related samples/examples
• Working closely with peers and build strong partnership with key stakeholders
• Performance appraisals, Attrition Control and Personal Development Plan
• New Service and Change of service transitions
• Ensure the culture of Service Management (Incidents/Change/Problem) excellence is up to the mark
• Act as Single Escalation Point of contact for all Program stakeholders
• Making sure the users for respective applications receive alerts during outages and planned maintenance

• IT operations governance for (L1 & L2 i.e. Global Service Desk/Remote Support/L1/first level support and Field Support/L2/second level support) for 24x7 worldwide support to employees/customers situated in 65+ countries
• Led the Global Service Desk team (Manager, group leads and agents), which was the first point of contact for all worldwide employees (with limited clients and vendors) for raising all IT issues or requests
• Along with the accountability of all tickets raised, my team had a significant weightage in the organization as it resolved highest proportion of tickets raised for the total IT function
• Research, design and communicate (both verbally and in writing) the primary direction and strategic road-map for IT systems
• Manage the performance of services to customers (24 x 7) ensure that service levels are achieved in line with contracts and that customer expectations are met or exceeded
• Incident Management: Ultimate responsibility for ownership of all customer incidents/service requests with Customer satisfaction (CSAT) as topmost KPI
• Quality Monitoring: Track the incidents to conclusion in line with SLAs and quality standards
• Escalations: Manage critical customer incidents, associated to customer communication, activities and any appropriate escalations
• Reports: Provide information about incidents analysis, KPIs and performance reports
• Track and analyze trends in ticket requests and generate statistical reports
• WW Surveys and Voice of Customer (VOC)
• Business Continuity Planning, ISO audit management, Asset Management, Vendor Management & Knowledge Management
• Service Transition/migration and end to end IT support during new company acquisitions
• Workload/Capacity planning, Performance appraisals, Attrition Control and Personal Development Plan
• Develop an effective and workable framework for managing and improving customer support with an objective to transform IT support from reactive to proactive function

• Leading Remote Support (Service Desk) 24x7 Team with team strength of ~38 agents which was resolving ~70% of IT issues in comparison to overall IT tickets in the organization
• The support was provided via inbound/outbound calls, tickets, emails and chat support
• Started as an agent and was promoted as follows Agent > Focal Point > Expert > Sr
• Team Lead
• Generating and analysis reports relevant for KPIs like SLA, CSAT, DSAT, FCR, availability … etc
• Been a part of multi Kaizen & Lean events for process improvements and awarded for it
• Coordinating with HR and hiring teams for interview and new hires and also setting up their training
• Set up procedures aligned as per ISO process and documentation
• Service Desk lead for Change management & Incident management from Remote Support
• Maintaining the requirements for contact center and making necessary changes during major incidents
• Making sure alert notifications are triggered during major incidents and planned/unplanned outages
• Handling escalations (technical or procedural)
• Following up with peers for internal escalations /concerns
• Trying to build collaboration between peers located in other WW regions (Israel, Australia and Americas)
• Analysis of quality checks done on supporters though case sampling and call monitoring
• Set leadership standards - lead by example, maintain ethical standards, intervene when needed and motivate people during difficult times
• Prepare personal development plans for direct reports and review PDPs prepared
• Define the scope of the project’s work
• Train, motivate, assign tasks to, recruit and evaluate employees
• Define/negotiate timelines + priorities with groups according to staffing, requirements and budget
• Handling new projects as per business requirements for new projects, new deliverables to customers
• Handling tasks and activities for new company acquisitions (PMI)

• Worked from Network Solutions deployed at INFOSYS – Phase II, first point of contact for resolution of IT related problems/tasks in a 1500+ users environment
• Troubleshoot, research, diagnose, document and resolve technical issues for any OS (desktop/server)
• Reputation for quickly responding to tickets, prioritizing user requests, and resolving complex issues
• Set up workstations and laptops for new employees; configured systems, ensured network connectivity, and installed and tested hardware and software
• Conducted research on proposed system upgrades and identified potential incompatibilities that led to alternative system purchase
• Promoted from technical assistant position within two months based on technical troubleshooting skills, positive work ethic, dedication to teamwork and ability to communicate technical concepts to end users in the prior company, Logitech was one of the premier system integrators based in Pune representing Intel, IBM, HP, Microsoft etc
• Was a Resident Engineer at a site and was a one-man army handling three branches of a company named Panse AutoComps Pvt Ltd
• Situated at Pimpri, Bhosari and Moshi; which included a total of 55 branded computers in LAN and WAN
• I handled all computer related problems involving hardware, LAN, mails and operating system.

Worked at Logitech Systems (India) Pvt. Ltd. for 10 months in Pune as a Technical Support Engineer.
Logitech was one of the premier system integrators based in Pune representing Intel, IBM, HP, Microsoft etc.
Was a Resident Engineer at a site and was a one-man army handling three branches of a company named Panse AutoComps Pvt. Ltd. situated at Pimpri, Bhosari and Moshi; which included a total of 55 branded computers in LAN and WAN. I handled all computer related problems involving hardware, LAN, mails and operating system.