Job Search Status
Open to workDesired start date: Open to discussion
Desired Job Title
Major Incident ManagerService Desk ManagerWork Type
Full TimeLocation Preference
On-SiteRemoteHybridLocation: Bengaluru, IN
Open to relocation: Yes
Open To Work
Rakshith R N
Bengaluru
Work Preference
Summary
Dynamic leader with a proven track record at DXC Technology, excelling in escalation management and operational excellence. Mastered Microsoft Excel and SharePoint, enhancing client SLA delivery. Renowned for customer support strategy and fostering cross-functional team collaboration. Achieved significant automation improvements, demonstrating advanced problem-solving and analytical skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Lead L1 Operations & Escalation Management
DXC Technology
Bengaluru
10.2018 - Current
- Established clear expectations for employee performance with respect to job roles and responsibilities.
- Analyzed data to identify improvement opportunities and work on CSI projects (Kaizen).
- Worked with cross-functional teams to achieve goals.
- Analyzed business processes and identified opportunities for automation.
- Manage daily operations to deliver client SLAs and KPIs.
- Prepare and release daily and monthly performance reports, including client reports and employee scorecards.
- Created reports tracking customer escalations, documenting trends and proposing solutions to reduce future occurrences.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Education
Bachelor of Engineering; Electronics And Communication Engineering -
Sri Sairam College of Engineering
Bengaluru, India07-2018
PUC -
Swamy Vivekananda Rural PU College
Bengaluru, India03-2013
SSLC -
St Philominas High School
Bengaluru, India03-2011
Skills
- Microsoft Excel expertise
- Customer support strategy
- ServiceNow
- Power BI
- Microsoft Power Apps (Advanced Canvas App Developer)
- SharePoint administration and development
- Microsoft Office 365 support
- Identity and Access management
- Escalation management
- Critical incident handling
- SLA management
Certification
- ITIL V4 Foundation
- SharePoint: Site Customization
Accomplishments
- DXC Champ Award
- DXC Collaborators Award
Timeline
Lead L1 Operations & Escalation Management
DXC Technology
10.2018 - Current
Bachelor of Engineering; Electronics And Communication Engineering -
Sri Sairam College of Engineering
PUC -
Swamy Vivekananda Rural PU College
SSLC -
St Philominas High School