Sai Kiran Kumar K
Hyderabad
Summary
Results-oriented Service Delivery Coordinator with over 10 years of experience in IT Infrastructure Services, demonstrating a strong capacity for problem-solving and conflict management. Recognized for an organized and analytical approach to tackling both routine and complex challenges while effectively managing tight deadlines. Committed to quality and continuous improvement, ready to leverage expertise in a dynamic environment.
Overview
17
17
years of professional experience
Work History
Service Delivery Coordinator
DXC Technology
04.2020 - Current
- Led a team of 22, encompassing L1 and L2 associates, and SMEs, improving knowledge sharing and boosting team productivity.
- Providing technical support for Microsoft internal employees related to software and hardware issues.
- Project Management: Assessing the scope of support, resources, and constant learning.
- Performing yearly reviews and ratings for all reporting engineers.
- Maintaining client relations and ensuring that all SLAs and KPIs are met.
- Driving the metrics to green using different strategies, and helping the associates with new training and best practices.
- Analyzed customer feedback and provided recommendations for process improvements in order to enhance the customer experience.
Team Lead
Unisys India Pvt. Ltd
02.2014 - 02.2020
- Supported clients like Microsoft Retail Helpdesk, Microsoft Global Helpdesk, NEC
- Providing level 1 support for Microsoft Employees
- Handling Escalations related to VPN, Windows, Exchange, SharePoint, 0365 and SAW (Secure Admin Workstation)
- Handling client level escalations and driving the incidents to respective resolver groups
- Incident management and queue management
Team Lead
Sitel India Pvt. Ltd
10.2011 - 12.2012
- Managing a Team of 15 - 20
- Maintain schedules and absenteeism as per the Business requirement
- Supporting technical issues for a US based ISP (EarthLink)
- Maintain SL's and Queue monitoring
- Generating daily performance reports and sharing them with the team
- Getting updated with new KB's of process and the organization and sharing the Same with the agents
- Escalating the critical problems to the respective vendors, network operations team and then following up till the work is done
- Achievements: Got the best PACMan performer for the Q1 (2013) | was selected as the best Team Leader for Q1 & Q2 for the year 2013
- Got the best appreciations from higher management maintaining 0% attrition consistently for 2 Q1 & Q2
- Received the best appreciations from management for driving 'Connections Premier League' (A Contest which has shown drastic improvement in KPI metrics like AHT, BABM, DSAT, and RPC)
- Maintained 5%< average absenteeism for 6 months
Team Lead
Knoah Solutions Pvt. Ltd
06.2011 - 10.2012
- Providing technical support for US customers
- Team Management, Schedule, Absenteeism, Attrition
- Identifying BQ agents and coaching them accordingly and keeping a tack of progress on daily basis
Voice Support Officer
Knoah Solutions Pvt. Ltd
08.2007 - 04.2009
- Providing technical support for US customers
- Worked for a US based ISP (EARTHLINK)
Education
B. Com -
Dr Br Ambedkar Open University
10-2007
Secondary School of Education -
St' Donalds High School
04.2001
Skills
- Delivery coordination
- Incident management
- Schedule management
- Customer relations
- Escalation management
- Analytical skills
Languages
- English
- Telugu
- Hindi
Timeline
Service Delivery Coordinator
DXC Technology
04.2020 - Current
Team Lead
Unisys India Pvt. Ltd
02.2014 - 02.2020
Team Lead
Sitel India Pvt. Ltd
10.2011 - 12.2012
Team Lead
Knoah Solutions Pvt. Ltd
06.2011 - 10.2012
Voice Support Officer
Knoah Solutions Pvt. Ltd
08.2007 - 04.2009
B. Com -
Dr Br Ambedkar Open University
Secondary School of Education -
St' Donalds High School
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