Sarthak Mishra

• Oversaw service delivery from offshore teams, including Service Desk and O365 Operations.
• Achieved revenue and gross margin targets aligned with organizational objectives.
• Monitored costs associated with personnel, projects, and other resources.
• Ensured adherence to SLAs, maintaining high standards of delivery.
• Developed comprehensive understanding of customer data landscapes to enhance service delivery insights.
• Executed data validation and transformation project plans on schedule.
• Governed data quality programs across diverse clients to ensure accuracy and reliability.
• Fostered client relationships by delivering timely results and driving business value.

• Managed team of 35 members who are working in a 24
• 7 environment.
• Responsible for leading & managing Business &operational metrics (SLA, Customer satisfaction, Resolution Rate, Productivity, FLF, Call Quality, Hygiene & Compliance).
• Identification of process gaps in order to improve the quality of services delivered to the client and part of service improvement plans for better customer satisfaction and bringing operational excellence by regular quality checks and technical audits.
• Responsible for submitting the rating of GSD agents as per the bell curve in Annual Performance Review.
• Worked on a project “Skill based team alignment in GSD” for Yellow Belt under Six Sigma Methodology.
• To Ensure SLA adherence on 15k tickets and process compliance mainly for the EUC teams which includes the Global Service Desk and Accounts Management team operating in 24X7 environment.
• Worked with Senior Leadership on setting up the GSD at Poland. End to End ownership on setting up the infra and task division of Poland agents.
• Responsible for delivering 74% First line Fix on GSD. Also responsible for keeping Call Abandon rate at 4% per month.
• Collaborate & Communicate with other Technical Teams like Windows, AD, SharePoint, Exchange, Network etc on weekly basis.
• Represented the Desk in SL Meetings for the overall Service review based on KPI’s.
• Manage Outage under desired goal using outage management and minimize voluntary attrition – driving to ‘ZERO’.
• Weekly/Monthly SLA analysis of RCA including CA/PA.

Supported ITSM modules: Incident, Change, Problem, Knowledge, Capacity, CMDB.

• Developed and implemented ITIL processes, audits, assessments, and trainings.
• Led Change Management for Adecco and Lanxess with strategic oversight.
• Managed Planned and Emergency Change Approvals for infrastructure and applications.
• Organized weekly CAB meetings with customers for change discussions and approvals.
• Assessed risks in change implementation to ensure process integrity.
• Conducted Change Audits to analyze process health for customer reporting.
• Determined capacity across Windows, VMware, Networks, Security, Unix, Databases.