RAKESH NAIR M G
Bangalore Urban
Summary
Results-driven Service Desk Manager with over 20 years of experience overseeing IT support operations and delivering exceptional customer service.
Overview
21
21
years of professional experience
Work History
Solution Leader: Service Management
BRANE SERVICES PVT LTD.
04.2024 - Current
- Service Delivery Oversight: Ensure the efficient and effective delivery of services to clients or customers according to established standards and service level agreements (SLAs)
- Team Management: Supervise and lead a team of service management professionals, including service desk personnel, ensuring they meet performance targets and provide excellent customer service
- Process Improvement: Continuously assess and improve service management processes, workflows, and procedures to enhance efficiency, quality, and customer satisfaction
- Implement best practices and industry standards such as ITIL (Information Technology Infrastructure Library)
- Service Level Management: Monitor and manage service levels to meet agreed-upon targets
- This includes analysing performance metrics, identifying areas for improvement, and taking corrective actions as necessary
- Client Relationship Management: Build and maintain strong relationships with clients or stakeholders
- Address client concerns or issues promptly and ensure a high level of client satisfaction
- Resource Allocation: Allocate resources effectively to ensure service delivery meets demand while optimizing costs and resource utilization
- Incident and Problem Management: Oversee the handling of incidents and problems, ensuring timely resolution and implementing preventive measures to minimize future occurrences
- Change Management: Manage changes to services or systems, ensuring minimal disruption to service delivery while implementing changes efficiently
- Reporting and Documentation: Prepare regular reports on service performance, trends, and key metrics
- Maintain accurate documentation of processes, procedures, and service-related information
- Risk Management: Identify potential risks to service delivery and develop strategies to mitigate these risks
- Training and Development: Provide training and development opportunities for team members to enhance their skills and knowledge in service management practices
Process Leader: Service Management
BRANE SERVICES PVT LTD.
07.2021 - 03.2024
Assistant Manager: Service Desk
ALTISOURCE BUSINESS SOLUTIONS PRIVATE LIMITED
01.2013 - 09.2020
- Managed the Service Desk and user access Management team for four years and five months
Assistant Manager Business Support Group
ALTISOURCE BUSINESS SOLUTIONS PRIVATE LIMITED
04.2012 - 12.2013
Lead Engineer Business Support Group
ALTISOURCE BUSINESS SOLUTIONS PRIVATE LIMITED
04.2010 - 03.2012
Team Lead
AOL/AEGIS
10.2008 - 02.2009
Senior customer care consultant/customer care consultant/Associate customer care consultant
AOL/AEGIS
01.2004 - 06.2007
Education
Bachelor of Computer Applications (BCA) -
DR. C.V. RAMAN UNIVERSITY
Skills
- Service Operations
- IT Service Management
- Excellent Communication
- Incident Management
- Stake Holder Management
- Client Relations Management
- Service Desk and User Access Management
- Transition Management
- People and Performance Management
- Operations Management
- Problem Management
- Service Delivery Management
Accomplishments
- Established and Scaled Contact Centre Operations: Successfully set up the entire Contact Centre Operations and built a dedicated team of100 professionals, ensuring smooth service delivery and operational excellence.
- Improved First Contact Resolution (FCR): Led the Service Desk team to increase FCR from45% to76%, significantly enhancing the efficiency of customer issue resolution.
- Enhanced Customer Satisfaction (CSAT): Boosted the Service Desk team’s Customer Satisfaction score from8.1 to9.5, achieving higher customer loyalty and positive feedback.
- Increased Ticket Resolution Rate: Led the team to improve the percentage of tickets resolved from50% to75%, optimizing service performance and customer outcomes.
- Client Appreciation: Received numerous accolades from multiple clients for exceptional service and solutions, fostering strong, lasting relationships.
Timeline
Solution Leader: Service Management
BRANE SERVICES PVT LTD.
04.2024 - Current
Process Leader: Service Management
BRANE SERVICES PVT LTD.
07.2021 - 03.2024
Assistant Manager: Service Desk
ALTISOURCE BUSINESS SOLUTIONS PRIVATE LIMITED
01.2013 - 09.2020
Assistant Manager Business Support Group
ALTISOURCE BUSINESS SOLUTIONS PRIVATE LIMITED
04.2012 - 12.2013
Lead Engineer Business Support Group
ALTISOURCE BUSINESS SOLUTIONS PRIVATE LIMITED
04.2010 - 03.2012
Team Lead
AOL/AEGIS
10.2008 - 02.2009
Senior customer care consultant/customer care consultant/Associate customer care consultant
AOL/AEGIS
01.2004 - 06.2007
Bachelor of Computer Applications (BCA) -
DR. C.V. RAMAN UNIVERSITY
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