Ramesh Mahalingam
Chennai
Summary
Experienced IT service delivery leader with over 20 years in ITES/BPO, specialising in ITSM and customer experience. As Global Technology Service Desk Manager, oversees 40+ team members across multiple regions, ensuring effective support for 6,500+ end users. Manages high-volume ticket resolution and implements service improvements through automation and AI, enhancing productivity and customer satisfaction.
Overview
2
2
Languages
1
1
Certification
21
21
years of professional experience
Work History
Global Technology Service Desk Manager
COGNIZANT
Chennai
2025.03 - Current
- Lead and govern global service desk operations with 40+ resources across multiple geographical locations.
- Manage support operations covering 6,500+ end users and 3,000+ monthly tickets.
- Oversaw global operations and service delivery across multiple regions.
- Drove operational performance through effective SLA/KPI governance, comprehensive service reviews, and targeted performance reporting, facilitating continual improvement.
- Maintain customer satisfaction above 95%, FCR above 55% and ticket reopen rates below 1%.
- Drive service delivery consistency, workforce optimisation, operational readiness and customer engagement.
- Act as a key escalation and governance point for operational challenges and customer concerns.
- Led service transformation initiatives to enhance operational efficiency.
- Executed 52 automation initiatives that provided approximately 4,165 man-hours in productivity savings.
- Strengthened operational reviews and escalation management, enhancing risk tracking and implementing service improvement action plans.
- Collaborate with L2/L3 technology teams and global stakeholders to ensure timely incident resolution.
- Supported password reset modernisation through the Password Operations Delivery (POD) model and Self-Service Password Reset (SSPR).
- Promoted ServiceNow and Microsoft Teams integration through one-click live chat capabilities.
- Facilitated the transition from Avaya on-premises contact centre operations to Cisco Webex Contact Center cloud.
- Contributed to testing, operational readiness, dry runs, migration coordination and stabilisation.
- Explored opportunities for enhancing digital employee experience through AI.
- Drive opportunities for AI-enabled support, self-service adoption, analyst productivity and improved digital employee experience.
- Leverage collaboration and Copilot-assisted capabilities to improve incident documentation and meeting outcomes.
- Drive opportunities for AI-enabled support, self-service adoption, analyst productivity and improved digital employee experience.
Service Desk Manager
COGNIZANT
Chennai
2017.08 - 2025.03
- Managed service desk delivery for a major US healthcare and health insurance customer.
- Owned SLA/KPI performance across Service Desk, Deskside Support and VIP End User Support.
- Monitored service performance and implemented continuous improvement actions.
- Cultivated customer relationships, aligning service delivery with business expectations to enhance satisfaction.
- Led customer experience and relationship management initiatives, fostering stronger connections and engagement.
- Managed operational escalations and coordinated resolution with relevant support teams.
- Collaborated with customer stakeholders to elevate service quality, ensuring operational stability and optimised end-user experience.
Service Desk Operational Manager
COGNIZANT
Chennai
2014.05 - 2017.06
- Held end-to-end accountability for customer/project operations and acted as the single point of contact for customer escalations.
- Managed SLA achievement and process compliance, conducting weekly analysis of SLA breaches to drive operational improvements.
- Prepared and presented Performance Management Review (PMR) reports to stakeholders, highlighting key performance metrics and action points.
- Led problem management and backlog reduction initiatives across Data Centre towers, enhancing service reliability and response times.
- Facilitated technical communication bridges during major incident resolution for Priority 1 major incidents.
- Oversaw resource planning to align staffing needs with project demands, recruitment inputs, training and career development.
- Led team huddles to review daily objectives and address challenges, quality reviews and technical refresher training
Team Leader
COGNIZANT
Coimbatore
2011.03 - 2014.04
- Managed team coaching and technical training, enhancing team skills and performance.
- Led frontline application support for five portfolios, ensuring timely resolution of user issues.
- Acted as the first point of escalation for technical issues.
- Coordinated with L2 teams for technical issue resolution.
- Conducted ticket quality reviews and technical audits.
- Prepared daily dashboards and weekly performance reports to track team metrics and improve service delivery.
- Monitored ticket, call and email queues.
- Generated comprehensive Avaya reports detailing call metrics and performance trends., shift handover documentation and knowledge base creation.
- Cognizant Application Services (CAS)
Subject Matter Expert – Technical Support Officer
HCL TECHNOLOGIES
Chennai
2005.10 - 2011.03
- Delivered first-tier technical support for AT&T US residential and business broadband customers.
- Provided advanced troubleshooting for Windows XP/Vista, broadband connectivity, DSL modems, routers, email clients and network issues.
- Resolved customer escalations and delivered technical support to team of 10–15 members, enhancing team effectiveness.
- Ensured timely resolution of customer complaints and technical escalations.
- Tracked call volumes, hold times, average speed of answer (ASA) and analyst performance metrics to ensure service quality.
- Oversaw dispatch KPIs and contributed to operational performance improvements.
- Assisted with transition activities for new processes, training and coaching for new recruits.
- AT&T Phoenix
Education
Master of Computer Applications (MCA) -
Kurinji College of Arts & Science
Trichy2004-01
Bachelor of Science - Industrial Electronics
J.J. College of Arts & Science
Trichy2001-01
Skills
- IT service management
- ITIL framework expertise
- ServiceNow platform automation
- ServiceNow tools
- SLA governance
- Incident management
- Incident and problem resolution
- Service desk operations
- IT service delivery
- Service improvement
- Service transformation
- Risk management
- Global team leadership
- Executive stakeholder engagement
- Customer experience
- Resource management
Languages
English
Advanced
C1
Tamil
Advanced
C1
Certification
- ITIL V3 Foundation Certified
- April 2011 – May 2011
KEY PERFORMANCE HIGHLIGHTS
- Global workforce management: 40+ resources
- End-user support coverage: 6,500+
- Monthly ticket volume: 3,000+
- Customer Satisfaction (CSAT): >95%
- First Contact Resolution (FCR): >55%
- ASA performance: >95% (as reported)
- Ticket Reopen Rate: <1%
- Automation initiatives: 52
- Productivity savings: 4,165 man-hours
- Left-shifted use cases: 48
- Knowledge Base Articles: 170
PROFESSIONAL POSITIONING
- Target Roles:
- Global IT Service Delivery Manager
- Global Service Desk Manager
- Senior Manager – ITES Operations
- Head of Global Service Desk
- Senior Manager – IT Service Operations
- Director – End User Services
Interests
- Travel
- Photography
- Videography
- Drone Aviation
Timeline
Global Technology Service Desk Manager
COGNIZANT
2025.03 - Current
Service Desk Manager
COGNIZANT
2017.08 - 2025.03
Service Desk Operational Manager
COGNIZANT
2014.05 - 2017.06
Team Leader
COGNIZANT
2011.03 - 2014.04
Subject Matter Expert – Technical Support Officer
HCL TECHNOLOGIES
2005.10 - 2011.03
Master of Computer Applications (MCA) -
Kurinji College of Arts & Science
Bachelor of Science - Industrial Electronics
J.J. College of Arts & Science