Syed Shoeb Nazim
Service Desk Team Lead
Hyderabad
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
18
18
years of professional experience
Work History
Team Lead – Service Desk
Redcentric
9 2012 - Current
- Redcentric is an end-to-end managed service provider delivering innovative technology to improve business productivity and efficiency.
- Responsibilities: Performance Management, Skill Development, and Coaching – management of day-to-day team performance, identifying and delivering individual development requirements; pre-planning training based on identified 'weak' areas and future products and services. Relationship Management – establish and maintain strong and effective relationships with our external and internal customers and colleagues to maximize communications and promote customer service excellence, also attending customer and supplier meetings.
- Service Level Management – prioritize and manage daily workstack; proactively managing and distributing tasks to achieve published SLAs and agreed targets. Process and Documentation – Production/coordination of new processes and supporting documentation/workflows, which will improve team performance and the customer experience. Ensuring all Service Desk team rota duties are staffed appropriately and worked in line with business targets. Proactively managing Smax tickets to ensure that timely and appropriate updates are communicated back to customers. Ownership of all customer service requests throughout the support lifecycle, ensuring they reach a satisfactory resolution. Efficient and rapid communication of major incidents to affected customers in line with major incident management. Issuing of planned maintenance communications (internal/external) and major incident reports. Full SD-level escalation ownership, as defined in the hierarchy. Promoting ITIL-based working practices and ensuring ITIL qualification is obtained by all members of Service Desk.
- Hold responsibility for ensuring that all members of the team have a thorough understanding of supported systems and associated troubleshooting/problem resolution skills, in order that the team can function effectively in the absence of any team members. Collate feedback from team members, and put forward and implement system/process improvements. Keeping abreast of all product developments and issues that could affect the performance and effectiveness of the team. Conducting team appraisals and performance reviews in conjunction with the Customer Services Manager. Coordinating regular team meetings. Using Technical Boundaries to identify new ways of speeding up fault resolution and redefining team responsibilities. Identify and implement improvements to first-line triage processes. Assisting with direct customer telephone support when required. Customer liaison and proactive account management in order to project a professional image of the support organization.
- Close liaison with third-party service providers and other internal Redcentric customers; supplier management.
- Adherence to company ISO accreditation standards: Compliance with company policies and procedures. Handling and protection of company information. Reporting of security events. Implementing appropriate policies and procedures. PCI Compliance Management of team leave and appointments, ensuring adequate cover is always available.
Subject Matter Expert (SME) - ISP-EarthLink
SITEL India
11.2006 - 07.2012
- EarthLink is more than an internet service provider. We're your partner in seamless connectivity and digital empowerment.
- We add value to our client's businesses through well-established and structured methodologies, tools and techniques, and by leveraging Six Sigma process driven approach
- As a leading internet service provider, we offer fast, secure internet to millions across the nation.
- Responsibilities: Efficiently monitors single handedly all aspects of performance for a Team of 10-15 people
- Monitor measure and report Team performance metrics and implement Team incentive programs
- Provide feedback to management on individual and group training results
- Maintain effective relationships with internal as well external customers
- Analyze and develop overall improvement plans for department and individual basis on network-related issues.
- Provide instant resolution on support ticket related to ADSL, Fibre, and Satellite internet if the engineer is exceeding AHT.
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
- Served as a liaison between technical experts and business stakeholders to ensure alignment on project objectives and deliverables.
- Achieved high levels of client satisfaction by providing expert consultations and personalized solutions.
- Enhanced team productivity by leading specialized training sessions on innovative industry practices.
- Boosted team morale and productivity through effective leadership and clear communication.
- Evaluated staff performance and provided coaching to address inefficiencies.
Education
Skills
Operations Management
Quality Improvement
Performance monitoring
Coaching and Mentoring
Quality Control
Customer Focus
Performance Improvement
Key Performance Indicators
Resource Allocation
Employee engagement
Team Supervision
Teamwork and Collaboration
Phone
9290010805/040 24412894
shosyed@gmail.com
Languages
English
Urdu
References
Professional references available upon request.
Residence
16-3-919/1, Sahifa, Malakpet, 500 024
Timeline
Subject Matter Expert (SME) - ISP-EarthLink
SITEL India
11.2006 - 07.2012
Team Lead – Service Desk
Redcentric
9 2012 - Current