Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Samir Dhiraj Karani

Samir Dhiraj Karani

Global Service Desk Manager
Mumbai

Summary

Experienced Service Desk Manager and Incident Manager with over a decade of experience. Dedicated to bringing a positive attitude, adaptability, and strong communication skills to support team goals and achieve high-quality results. Committed to expanding professional capabilities and reliability through dedication and hard work. Continuously seeking opportunities to enhance knowledge and skills through attentive observation and perseverance.

Overview

11
11
years of professional experience
3
3
Languages

Work History

Global Service Desk Manager

Datamark BPO Services LLP
Mumbai , Maharashtra
02.2025 - 06.2025
  • Improved service desk efficiency by streamlining processes and implementing best practices.
  • Developed IT policies and procedures that helped standardize processes across the organization for better consistency in service delivery.
  • Managed vendor relationships to ensure timely delivery of hardware, software, and support services at competitive prices.
  • Streamlined communications between Service Desk teams to reduce duplication of effort in addressing similar incidents or requests.
  • Reduced ticket backlog by prioritizing high-impact issues and consistently meeting response time targets.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Managed life cycle replacement of hardware and software.
  • Implemented strategies to increase customer service satisfaction ratings.
  • Hired, trained and supervised team of service staff members to meet business goals.

Deputy Manager

VOIS
07.2022 - 10.2024
  • Working as a Major Incident Manager (MIM) during a service outage/major incident in a cloud services delivery environment.
  • Driving an incident to resolution through support engagement utilizing paging system and/or on-call schedules.
  • Documenting key actions and events during the bridge call.
  • Notification to senior leadership of status and impact through Emails to the Information Services (IS)
  • Contacting senior leadership to advise of the impact to the business.
  • Post Incident documentation to assist Problem Management in Root cause analysis.
  • Ensure proper escalation procedures are followed and correct support teams are engaged.
  • Facilitating peer to peer conference call with the resolver teams and stakeholders for escalation.
  • Sensitizing teams to maintain the TAT and customer SLA uptime.
  • Sending executive summary of the major incident to the leadership team once the issue is resolved.
  • Proactive monitoring of internal tools for any alerts and threshold warnings.
  • Provide executive level visibility to operational performance, incident and outage, resources assigned, project activity, service level and budgets/cost details.
  • Building Client and Customer relationship and ensure proper organizational implementation.
  • Following up with Vendors for the RCA on the Problem ticket created and preparing the incident reports.
  • Publishing the incident reports and problem updates to all senior management to keep them updated.
  • Assisting the change management team with approvals and following up on change request during the holidays.
  • Working on Proactive and reactive problem tickets and coordinating with the relevant teams.
  • Handled the team of 15 Associates for Hungary, Romania and Egypt region.
  • Provided feedback on tickets audited.
  • Handled Escalation calls of the VIP users.
  • Leading Daily / Weekly calls and pending / ageing ticket calls with clients.
  • Maintaining SLA as per ITSM.
  • Formulating action plans for process Improvement.
  • Generating report on SLA breach agent wise / Technical Tower wise.
  • Providing the feedback to the team and the advisors in personal.
  • Used to create a scorecard and share it with the team on regular basis.
  • Used to create Dashboard for tickets meeting the SLA and sharing the data with the clients.
  • Creating roster for the team

Network Operations Engineer

Cerence Services India LLP
03.2021 - 06.2022
  • Working as a Major Incident Manager in a cloud services delivery environment.
  • Driving an incident to resolution through support engagement utilizing paging system and/or on-call.
  • Documenting key actions and events during the bridge call.
  • Notifying senior leadership about status and impact of incidents
  • Contacting senior leadership to advise of the impact to the business.
  • Post Incident documentation to assist Problem Management in Root cause analysis.
  • Ensure proper escalation procedures are followed and correct support teams are engaged.
  • Facilitating peer to peer conference call with the resolver teams and stakeholders for escalation if the impact increases.
  • Sensitizing teams to maintain the TAT and customer SLA uptime.
  • Sending executive summary of the major incident to the leadership team once the issue is resolved.
  • Proactive monitoring of internal tools for any alerts and threshold warnings.
  • Provide executive level visibility to operational performance, incident and outage, resources assigned, project activity, service level and if necessary - budgets/cost details.
  • Building Client and Customer relationship and ensure proper organizational implementation.
  • Maintenance of Active Directory security groups for managing access permission on file shares.

Team Manager

Ensono Technologies
05.2020 - 03.2021
  • Currently working with MMC team as a team lead / Shift Lead.
  • Monitoring of the ticket of various Clients.
  • Creating of change order for various clients.
  • Scheduling and verifying of Change order
  • Preparing of patch schedule of the month.
  • Preparation of compliance report.
  • Handling the global handover calls and sending the emails to all the global managers and team leads.
  • Handling of shift handover calls.
  • Assigning the Handover tickets to incoming shifts.
  • Attending the tickets review calls.
  • Creating and terminating the access of the users.
  • Following up on the pending change orders regarding the pending approvals.

Software Engineer

Tech Mahindra
08.2019 - 05.2020
  • Currently working with the Incident management and Reporting team as Software Engineer.
  • Working on HP service Center with the monitoring team.
  • Supporting Germany cluster in my overall experience.
  • Creating tickets for the high priority tickets
  • Assigning the tickets to the concerned team.
  • Creating Reports on daily, weekly, and monthly Basis.
  • Creating the Breach alerts and Breach analysis reports on daily basis.
  • Sending the Follow up Emails to the respective Team for the further updates.
  • Creating Daily, Weekly and Monthly SLM Reports.
  • Creating the Dashboard for the Reports and reviewing with the clients.
  • Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the scope of Service Level Agreement.
  • Chairing conference calls with participants including Technical Support teams, Clients and Third Parties.
  • Identifying appropriate timelines and targets for recovery actions, feedbacks and communications.
  • Highlighting risks and issues in actions identified during any Major Incident.
  • Performing root cause analysis and preventive management as required, ensuring that all necessary parties are informed and involved in the process.
  • Managing self-services tickets.
  • Working on the tickets within time frame.
  • Updating clients regarding the status of their tickets.

Team Lead

Tech Mahindra
11.2018 - 07.2019
  • Worked in the Service Desk as Service desk manager.
  • Worked on Active Directory Tool, Providing access to different profiles, roles and departments to the Employees.
  • Supported Europe (EMEA), Asia Pacific (APAC) and US/CA clusters in my overall experience.
  • Resolving users' issues by calls, Emails, and chat. Customer handling skills for escalated issue of high priority issues.
  • L1 level support for Desktop, hardware, software.
  • Taking remote and resolving user's issues.
  • Resolving Domain related issues using Active Directory, Office365 issues, network issues and SAP.
  • Managing self-services tickets.
  • Working on the tickets within time frame.
  • Helping the user to uninstall and reinstall the application by screen sharing.
  • Updating clients regarding the status of their tickets.
  • Performing troubleshooting on the issue related to SharePoint, OneDrive, VPN, ETC.
  • Guiding the users to raise a service request through Self Service Portal for application access.

Project Engineer

Wipro Technology
07.2017 - 10.2018
  • Currently working in the IT process as Administrator.
  • Worked on Active Directory Tool, Providing access to different profiles, roles and departments to the Employees.
  • Supported Europe (EMEA), Asia Pacific (APAC) and US/CA clusters in my overall experience.
  • Resolving users' issues by calls, tickets, emails and chat.
  • Customer handling skills for escalated issue of high priority issues.
  • L1 level support for Desktop, hardware, software.
  • Taking remote and resolving user's issues.
  • Resolving Domain related issues using Active Directory, Office365 issues, network issues and SAP.
  • Managing self-services tickets.
  • Working on the tickets within time frame.
  • Helping the user to uninstall and reinstall the application by screen sharing.
  • Updating clients regarding the status of their tickets.
  • Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the scope of Service Level Agreement.
  • Chairing conference calls with participants including Technical Support teams, Clients and Third Parties.
  • Assessing and Agreeing Business Impact and Incident Severity Level.
  • Identifying appropriate timelines and targets for recovery actions, feedbacks and communications.
  • Highlighting risks and issues in actions identified during any Major Incident.
  • Performing root cause analysis and preventive management as required, ensuring that all necessary parties are informed and involved in the process.

Project Engineer

Wipro Technology
04.2014 - 07.2017
  • Resolving customer issues by calls, tickets, emails, and chat.
  • Customer handling skills for escalated issue of high priority issues.
  • L1.5 support for Desktop, hardware, software, Broadband and Television issues.
  • Taking remote and resolving user's issues.
  • The tools used were One view and Right Now.
  • User to place the replacement orders Routers and television set top boxes.
  • Used to handle complaint for the users.
  • Use to take care of the escalations of the VIP users.
  • Promoted as Subject Matter Expert
  • Use to take care of the escalations of the VIP users.
  • Taking escalation for High Priority Tickets.
  • Creating pending tickets tracker.
  • Providing training to new Joiner.
  • Handling daily and weekly calls.
  • Quality audits on the tickets and providing feedbacks.
  • Promoted as a Team Lead
  • Use to take care of the escalations of the VIP users.
  • Provided Feedback on ticket audits.
  • Handled Escalation calls of the VIP users.
  • Leading Daily / Weekly calls and pending / ageing ticket calls with clients.
  • Maintaining SLA as per ITSM.
  • Formulating action plans for process Improvement.
  • Generating report on SLA breach agent wise / Technical Tower wise.
  • Providing the feedback to the team and the advisors in personal.
  • Used to do a buddy up on calls to help the advisor and guide him on live calls.
  • Used to create a scorecard and share it with the team on regular basis.

Education

Bachelor of Commerce - undefined

Mumbai University

HSC - undefined

Malini Kishor Sanghvi College of Commerce and Economics

SSC - undefined

St. Francis D'Assisi High School

Skills

Service-Now

undefined

Personal Information

Date of Birth: 02/03/YY

Timeline

Global Service Desk Manager

Datamark BPO Services LLP
02.2025 - 06.2025

Deputy Manager

VOIS
07.2022 - 10.2024

Network Operations Engineer

Cerence Services India LLP
03.2021 - 06.2022

Team Manager

Ensono Technologies
05.2020 - 03.2021

Software Engineer

Tech Mahindra
08.2019 - 05.2020

Team Lead

Tech Mahindra
11.2018 - 07.2019

Project Engineer

Wipro Technology
07.2017 - 10.2018

Project Engineer

Wipro Technology
04.2014 - 07.2017

Bachelor of Commerce - undefined

Mumbai University

HSC - undefined

Malini Kishor Sanghvi College of Commerce and Economics

SSC - undefined

St. Francis D'Assisi High School

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Samir Dhiraj KaraniGlobal Service Desk Manager