Shashank Sisodia
Service Desk Team Lead
Bengaluru,KA
Summary
Service Desk Team Lead with over 11+ years of experience in leading Service Delivery of International (UK and US) and National projects with variety of experience. Specializing in developing and implementing service delivery strategies, ensuring customer satisfaction and maintaining service quality. Proven expertise in streamlining processes, driving operational excellence, and fostering strong client relationships to deliver exceptional service experiences. Skilled in People Management, Incident Management, ITIL - IT Service Management.
Overview
12
12
years of professional experience
10
10
years of post-secondary education
Work History
Service Desk Team Lead
Secure Meters Limited
06.2018 - 06.2025
- Leading and managing team of 15 members with technical and people management skills.
- Managing operations and delivering technical services with ITIL practices to customer DCC UK.
- Managing incidents, Problems and changes of DCC UK, related to SMSO services and smart metering services.
- Perform task of continuous service improvement to find out inefficiencies, gaps and mitigate them.
- Design and document optimized workflows using Visio Tool, for enhancing operational efficiency.
- Managing incidents of DCC UK, related to SMSO services and smart metering services.
- Debug and troubleshoot all the smart meter related issues and problems raised by Utilities.
- Getting the service and incidents restored to a normal level of operation within agreed SLA's.
- Strongly skilled and knowledgeable in all aspects of ITIL management and coordination.
- Coordinating with Application and development teams for preparing and submitting Preliminary and Full Impact Assessment of Change Requests.
- Experience in Handling External Audits (ISO 9001:2015 [Quality Management Systems] and BS 10012:2017 [Personal Information Management System])
- Worked on Remedy and JIRA ticketing tool.
System Administrator
IBM India Pvt. Ltd
06.2015 - 06.2018
- Global server support (B to B) of all Walmart stores VMWARE, TSM and AIX Servers based on Linux, Windows, VMWARE and AIX.
- Worked in 24/7 shifts on monthly rotational basis.
- Handled incoming Avaya calls from Customer, clients and vendors for server related issues such as smart systems and Pharmacy system down.
- Worked on incidents (such as down server, backup fail, disk space issues, etc.).
- Assisted IBM technicians remotely for hardware replacements on servers, such as system board planer, drives and batteries.
- Dealt with variety of servers based on multiple technology/platforms. Ex: VMWARE standalone host server hosting Unix and Windows VM's.
- Worked on Remedy and Service now ticketing tool.
Associate
HCL InfoTech Limited
07.2013 - 01.2015
- Application support and coordination work.
- Training - Provided application training to clients.
- Application Support- Assisted in resolving and correcting issues in energy bills.
- Reporting - Daily updates to Project Manager.
- Client Coordination and Liaison - Coordinated with higher rank officers of Customer.
Education
MBA - Information Technology and Systems Management
NMIMS CDOE
01.2022 - 01.2025
B. Tech - ECE
Jaipur Engineering College, Rajasthan Technical University
08.2007 - 10.2012
12th Standard - undefined
CBSE
07.2006 - 03.2007
10th Standard - undefined
CBSE
07.2004 - 03.2005
Skills
People Management
Incident Management
Problem Management
Change management
ITIL Practices
Team Management
IT Service Management (ITSM)
Troubleshoot and debug
Data Analysis
Remedy
Service Now
JIRA
confluence tools
Timeline
MBA - Information Technology and Systems Management
NMIMS CDOE
01.2022 - 01.2025
Service Desk Team Lead
Secure Meters Limited
06.2018 - 06.2025
System Administrator
IBM India Pvt. Ltd
06.2015 - 06.2018
Associate
HCL InfoTech Limited
07.2013 - 01.2015
B. Tech - ECE
Jaipur Engineering College, Rajasthan Technical University
08.2007 - 10.2012
12th Standard - undefined
CBSE
07.2006 - 03.2007
10th Standard - undefined
CBSE
07.2004 - 03.2005