Ramkumar Manoharan
Thrissur
Summary
Dynamic Senior Team Lead with extensive experience at NTT Data, excelling in Enterprise IT Support and Service Desk Management. Proven track record in driving automation initiatives and enhancing team performance. Skilled in ITIL Service Management and client escalations, fostering a culture of continuous improvement and collaboration within diverse teams.
Overview
1
1
Certification
21
21
years of professional experience
Work History
Senior Team Lead
NTT Data
Bangalore
11.2022 - Current
- I manage Enterprise IT-Technical Support for key Singaporean clients (Seatrium, NatSteel, CapitaLand).
- I oversee a 24/7 operation with a 30-member team (EUC/SD, L1/L2 Remote Engineers, Ops specialists) to meet client SLAs.
- Managed people and resources by hiring, conducting appraisals, providing feedback, and overseeing shift rostering to minimize shrinkages and attrition.
- Monitored operational KPIs, SLAs, OLAs, MTTR, incident trends, and service performance to ensure alignment with client expectations.
- External / Internal Reviews: Facilitate governance reviews, customer meetings, CAB discussions, and operational reviews.
- Client Escalation Management: Handling and Resolving Escalated Client and Customer Issues.
- Training and Motivation: Conducting Training for new joiners and Refresher Sessions for Existing team.
- Identified and automated repetitive Service Desk tasks such as user management in Active Directory and email-to-ticket automation, enhancing operational efficiency.
- Promoted continuous improvement efforts to streamline processes and boost automation.
- Present company [India-Bangalore] [ Major Clients: Seatrium, NatSteel and CapitaLand]
Team Lead
Tech Mahindra ICT Services Ltd
Malaysia
06.2019 - 11.2022
- I managed Enterprise IT Support, including Salesforce CRM for a sportswear client, leading a 60+ member team across Southeast Asia.
- Previously, I led a 40+ associate Enterprise IT Service Desk team.
- Managed people and resources, handled client escalations, led Service Desk hiring, maintained ISO audit documents, and conducted appraisals and feedback to support team development.
- Managed 24/7 IT Operations Center, monitored critical applications and incidents, escalated issues to relevant teams to ensure operational continuity.
- Executed Service Desk automations, managed ITSM knowledge base, provided L1.5 support, and oversaw dealer management to enhance service delivery.
- Fostered team motivation through regular training and support.
- Monthly Project Billings, Invoicing, and inventory management.
- Previous company 1 [Onsite - Deputation] [ Major Clients: Celcom, Adidas & Electronic Arts]
Service Desk Lead
Tech Mahindra Ltd
04.2014 - 06.2019
- Managed Enterprise Service Desk operations, overseeing 30+ onshore and offshore associates to ensure seamless service delivery.
- Led 16 Service Desk agents in India, addressing client contacts and escalations to enhance customer satisfaction.
- Oversaw people and resource management, including hiring for Service Desk roles in Bangalore to build a skilled team.
- Secondary responsibilities involved being the primary point of contact for Service Desk Automation, Knowledge Management (ServiceNow), L1.5 support, and coordinating with vendors across APAC, US, and EMEA regions.
- Conducting Annual Appraisals, one-on-one feedback, team motivation, and training.
- Maintaining IT asset inventory and project documents for ISO audits.
- Contributed to operational tasks at previous company in India, enhancing process efficiency.
Team Lead
iOPEX Technologies Pvt Ltd
02.2012 - 06.2013
- Led Enterprise Technical Support operations as Team Lead.
- Coordinated client communications for management and account oversight for client [Ooyala].
- Compiled weekly, monthly, and adhoc reports for internal tech management and clients.
- Maintaining Project specific documents for iSO audit purpose.
Team Lead
CSS Corp Pvt Ltd
04.2011 - 02.2012
- Led enterprise support initiatives as Team Lead, enhancing service delivery from April 2011 to February 2012.
- Led project teams to ensure timely delivery of technology solutions.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Mentored junior staff to improve skills and foster professional development.
Escalation Lead
CSS Corp Pvt Ltd
04.2007 - 03.2011
- Led cross-functional teams to resolve complex customer escalations efficiently.
- Led escalation processes in enterprise support, ensuring timely resolution of critical issues from April 2007 to March 2011.
- Trained and mentored junior staff on escalation management processes.
- Developed and implemented best practices for handling customer complaints.
Telecom Engineer - Applications
CSS Corp Pvt Ltd
10.2006 - 03.2007
- Designed telecom solutions for client requirements and specifications.
- Managed installation and maintenance of telecommunication equipment and systems.
- Collaborated with cross-functional teams to ensure project alignment and success.
- Delivered enterprise support in the role of telecom engineer from Oct 2006 to March 2007.
Technical Support Engineer
CSS Corp Pvt Ltd
04.2005 - 10.2006
- Provided technical support for software and hardware issues across various platforms.
- Diagnosed and resolved client-reported technical problems efficiently and effectively.
- Collaborated with cross-functional teams to enhance customer service experience.
- Provided technical support for consumer products from April 2005 to October 2006.
Education
M.A - English
Swami Vivekanand Subharti University
Meerut, UP01-2026
M.BA - Dual specialization in Information Technology and Travel and Tourism management
Indian Institute for Business management and studies
Mumbai01-2021
M.sc - Software Engineering
Periyar University
Salem01-2005
XII Standard -
Central Board of Secondary Education
Delhi01-2000
X Standard -
Central Board of Secondary Education
Delhi01-1999
Skills
- Enterprise IT support
- Incident management
- ITIL service management
- Project management
- Stakeholder engagement
- Process improvement
- Service automation
- Operational automation
- Microsoft Azure expertise
- Data analytics
- Service metrics analysis
- Python programming
- MySQL database management
- Application support
- Linux administration
- Cross-platform support
- Agile methodologies
- Team leadership
- Customer escalation resolution
- Performance evaluation
- Operational reporting
- Talent acquisition strategies
- Quality assurance practices
- Time management skills
- Collaborative teamwork principles
- Customer relationship management
- ISO compliance awareness
Certification
- 2026 - PRINCE2 7th Edition Foundation certificate in Project Management; 2026 - Lean Six Sigma, Green Belt, Black Belt2 ( CSSC )
2025 - Microsoft Certified: Power BI Data Analyst, PL-300
2025 - Microsoft Certified Azure Fundamentals, AZ-900, AI-900
2022 - Lean Six Sigma Yellow Belt, ANEXAS EUROPE
2018 - ITIL v3 FOUNDATION CERTIFIED, AXELOS
2007 - Nortel Certified Support Specialist, NCSS
2020 - ITIL 4, Tech M; 2020, Lean Six Sigma – Yellow Belt, Tech Mahindra; 2020 - Personal Leadership, Tech Mahindra
2020, Basic American Pronunciation, Tech Mahindra
2020, PDCA [Plan Do Check Act] E-learning module - 2026 - Certificate Course in HR Management, Skill Moon International
- 2026 - Foundations of RISK Management, BFSI Sector Skill Council India
- 2024 -Advance Certification in Data Science and AI, IntelliPaat in collaboration with IIT Roorkee
- 2005, Programming in MS.NET using VB.NET & XML with Project Training, IndiaOptions.com, Cochin
- 2004, Diploma in PC Hardware and Networking, IndiaOptions.com, Cochin
Managerial Expertise
14+ Years, Handled escalated customer issues., Prepared daily, weekly, monthly, and ad hoc reports., Expertise in offshore and onshore hiring., Maintained relevant documents for ISO audits.
Awards Recognitions
- 2005, Best Performer Award, CSS Corp
- 2010, Pillar Award, CSS Corp
- 2014, Extra Miler Award, Tech Mahindra
- 2014, Best Team Award, Tech Mahindra
- 2022, Best Team Lead Award, Adidas Malaysia for SEA Market for highest Sales pitch
Languages
- English
- Hindi
- Malayalam
- Tamil
- Kannada
- Beginner Bahasa Melayu
Overall Experience
17+ Years and Onsite Experience ( Malaysia) : 4 Years
Personal Information
- Passport Number: T4510763
- Date of Birth: 08/24/82
- Gender: Male
- Nationality: Indian
Disclaimer
I hereby declare that the above-mentioned information is true to the best of my knowledge.
Timeline
Senior Team Lead
NTT Data
11.2022 - Current
Team Lead
Tech Mahindra ICT Services Ltd
06.2019 - 11.2022
Service Desk Lead
Tech Mahindra Ltd
04.2014 - 06.2019
Team Lead
iOPEX Technologies Pvt Ltd
02.2012 - 06.2013
Team Lead
CSS Corp Pvt Ltd
04.2011 - 02.2012
Escalation Lead
CSS Corp Pvt Ltd
04.2007 - 03.2011
Telecom Engineer - Applications
CSS Corp Pvt Ltd
10.2006 - 03.2007
Technical Support Engineer
CSS Corp Pvt Ltd
04.2005 - 10.2006
M.A - English
Swami Vivekanand Subharti University
M.BA - Dual specialization in Information Technology and Travel and Tourism management
Indian Institute for Business management and studies
M.sc - Software Engineering
Periyar University
XII Standard -
Central Board of Secondary Education
X Standard -
Central Board of Secondary Education