RISHI SALUJA
Manager Operations
Noida Extension
Summary
Introduction Working as Manager Operations with Tech Mahindra LTD, during 14+ years of total services tenure delivered many onsite projects related to Customer service, Technical Support & Service Desk industry. Looking forward to obtain a management & opportunity to play a direct role in the unlimited growth and success of organization.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
Work History
Network Operations Manager
Tech Mahindra LTD
12.2019 - Current
- Managing team of 4 shift leads and 28 Network Engineers, troubleshooting highly escalated tickets and managing more than 7k sites and stores of customer &15k devices for approx at different Geo Locations
- Managing Business as Usual functionalities
- Working closely with transition team during the transition phase to go live phase for the new or upcoming projects
- Working closely with client to understand their requirements and providing solutions for smooth BAU functions
- Providing solutions and customised delivery approach for the new business proposals
- Managing knowledge of Tier 2 and 3 Network Engineers calibration sessions and cross skilling & upskilling them on different aspects as per the business requirements
- Maintaining Dashboards and reports to provides keep business owners and clients updated about daily, weekly, monthly and yearly progress of team
Associate Training Manager
Tech Mahindra Limited
06.2014 - 12.2021
- Coordinated technical training and personal development classes for staff members.
- Managed new employee orientation training process for more than 200 employees each year.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
- Coordinated and prioritised required training courses for Bottom Quartile employees.
- Created in-depth training manual for all employees.
- Implemented new learning strategies depending upon employees' skill levels.
- Managed all exempt employee coaching, training, and performance improvement actions.
- Worked closely with Transition team for Due diligence, KT for the new businesses at different geo locations
- Involved in configuration of many ITMS tools and Performed UAT for them.
Various Roles and Responsibilities
iYogi Technical Services Private Limited
Gurgaon
01.2009 - 06.2014
Education
BCA (Bachelors - Computer Application
03.2009 - 07.2012
Skills
Service Desk
undefinedAdditional Information
- Ready to Travel with active US visa until Sept' 2026
Projects
adidas NOC Tier 2 & 3
CSEnergy - Service Desk
Finastra - Service Desk
Aetna - Service Desk
Target CSC- Service Desk
Maplin - Technical Support
SimpliResolve - Technical Support
adidas - Customer Care
Timeline
Network Operations Manager - Tech Mahindra LTD
12.2019 - Current
Associate Training Manager - Tech Mahindra Limited
06.2014 - 12.2021
Maharshi Dayanand University - BCA (Bachelors, Computer Application
03.2009 - 07.2012
Various Roles and Responsibilities - iYogi Technical Services Private Limited
01.2009 - 06.2014
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