SHAM KUMAR AUDIKESVALU
Bangalore
Summary
16+ years of cross-functional experience in a wide variety of information technology fields I have extensive experience and knowledge in the fields of IT Service Desk operations, Application support, ITIL tool administration and management, Digital Workplace Services, Infrastructure Support, Change Management, Major Incident and Problem management. Certified ITIL V3 and PMP professional. Presently, looking for roles in the designated areas at the mid or senior management level.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Manager- Operations
Altisource Business Solutions
Bangalore
07.2020 - 08.2024
- Currently Managing the Altisource Service Desk, Monitoring, Change and Major Incident Management Teams
- Effectively managing, developing, and training the Service Desk Team
- Ensuring that all processes used by the Service Desk are thoroughly documented, consistently audited and regularly improved
- Optimizing IT Service delivery process by measuring key performance indicators such as SLA, and MTTR to achieve desired NPS
- Manage Service Restoration, Incident resolution, and root cause analysis by working with various technology and business teams
- Established an effective governance model by monitoring various Application Jobs, Alerts, Website URLs to support business continuity
- Effectively Managing Altisource Change Management process through which the we review and approve SDLC application changes, infra changes
- Active involvement in employee development through training coaching and performance management
- Monitor and measure the performance of Team members
- Active collaboration with various stakeholders across organizations
- Responsible for managing and reporting KPI to IT Business leaders
- Major accomplishment: Successfully led and managed the end-to-end migration of the ITIL application tool, i.e., from the CA Service Desk to Symphony Summit
- Established various ITIL process modules, which include Incident, Service Request and Major Incident Management.
Service Delivery Manager
Anheuser-Busch InBev
Bangalore
02.2020 - 07.2020
- Accountable for the end-to-end delivery of Global Service Desk, Level 1 and Level 2 Application support management, ITIL application tool management, reporting of KPls, vendor and financial management
- Accountable for Spanish, Portuguese, and English language support of Global Service Desk Operations
- Experienced in managing Salesforce CRM(BMC Remedy Force), Service Now application
- Lead improvement, standardization, simplification, and optimization of Application and Service Desk operations both from technology, process, and financial aspects
- Escalation point to drive resolution for IT IS and business needs, requests, and issues within Application and Service Desk Area
- Knowledge management
- Critical Incident management
- Vendor and People management
- User Access Management
- Sox compliance and Governance.
Consultant
Accenture Technologies
Bangalore
01.2017 - 01.2020
- Responsible for 1st and 1.5 Level Support Management: definition of process, governance, performance review and monitoring, reporting
- Application support management - Salesforce
- Accountable for handling Western Europe Service Desk operations of Client Anheuser Busch lnbev, including English, Italian, Spanish, French, and German Language Support
- War room management
- Responsible for the management of end-user self-service capabilities
- Responsible for process ownership for Incident Management, Service Request Management, Knowledge Management - definition of processes, implementation and 1st Level Support side, process governance
- Responsible for Vendor Management
- Responsible for People Management
- Escalation handling
- Major accomplishment: Successfully Transitioned Europe IT Service Desk operations from Hungary Budapest to GCC Bangalore
- Transitioned Global Service Desk operations from Brazil to GCC Bangalore.
Assistant Manager - Service Desk
Flextronics
Chennai
02.2009 - 01.2017
- Ensure prompt and effective customer service is provided to end users
- Responsible for Level-2 Escalations pertaining to End User Devices, Applications
- Service Now Tool Administration, Reports Management
- Application Access Provisioning, Administration, problem-solving, and technical assistance
- Monitor call handling timing, email, and voicemail
- Explain the Service Desk procedures and processes to agents
- Keeping track of critical or major incidents
- Handling Monthly Ops Review meeting with IT managers
- Ensuring all IT transactions and process must be in line
- Review and remove bottlenecks hampering delivery of end user service
- Executive Support Management (VIP Users)
- Monitor team performance and perform evaluation at regular intervals
- Team and People Management
- Recruit and train Service Desk employees
- Major accomplishment: Successfully moved Global Service Desk MIS reporting duties from Guadalajara, Mexico, to GCC Chennai
- Following that, I handled all of the MIS reporting operations.
Senior Technical Support Engineer
Sutherland Global Services
Chennai
06.2007 - 01.2009
- Analyze, resolve, and log details of technical errors occurring with the systems and hardware used by the customers
- Responsible for providing Hardware and software support to a variety of DELL desktop computers & laptops
- Handling Escalation Calls
- Configure systems and provide installation assistance for third-party applications to the customers! Providing Technical Assistance to Junior executive.
Education
MBA in Systems Management -
Madras University
Bachelor Of Engineering in Computer Science -
Mohammed Sathak AJ College
Skills
- Service desk management
- Application Support and Management
- ITIL Tool Administration and Management (Service Now, BMC Remedy Force)
- Monitoring
- Major Incident Management
- Change Management
- End User IT Support
- User Access Management
- Vendor and People Management
Certification
- PMP Certified
- ITIL V3 Foundation
Accomplishments
Awarded Top Performer - Efficiency of the AB-InBev Global Capability Center - March 2018
Timeline
Manager- Operations
Altisource Business Solutions
07.2020 - 08.2024
Service Delivery Manager
Anheuser-Busch InBev
02.2020 - 07.2020
Consultant
Accenture Technologies
01.2017 - 01.2020
Assistant Manager - Service Desk
Flextronics
02.2009 - 01.2017
Senior Technical Support Engineer
Sutherland Global Services
06.2007 - 01.2009
MBA in Systems Management -
Madras University
Bachelor Of Engineering in Computer Science -
Mohammed Sathak AJ College
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