Varun Arora

Managed a team of 100+ dedicated and dispatch engineers across 300+ sites, ensuring continuous support for hardware, software, network, and infrastructure needs for business and customer operations.
Vendor Management: Coordinated with multiple vendors, including raising Purchase Requisitions (PR) and Purchase Orders (PO), along with implementing change notes for both vendors and customers.
Service Improvement Plans (SIP): Developed and executed SIPs to enhance service delivery and operational efficiency.
Budget Forecasting: Accurately forecasted budget requirements and managed financial planning for ongoing and future projects.
Resource Hiring and Planning: Strategically hired and planned resources to meet project demands and maintain optimal workforce levels.
Workflow Management: Planned, assigned, and directed work, ensuring tasks were completed efficiently and effectively.
Performance Management: Addressed employee performance through corrective action plans and regular evaluations.
Return on Investment (ROI) Analysis: Conducted comprehensive analyses to determine ROI and optimize resource allocation.
Supply Chain Issue Resolution: Identified and resolved issues in the supply chain to maintain smooth operations.
Quality Assurance: Implemented rigorous quality assurance checks to ensure high standards of service.
Schedule Management: Created and maintained staff schedules, ensuring adequate coverage and productivity.
Goal Setting: Established goals related to productivity and work efficiency, driving team performance and achieving key objectives

Global EUC and EUS Services Leadership: Delivered world-class End-User Computing (EUC) and End-User Services (EUS), ensuring efficient incident and service request management with high customer service levels according to SLAs.
Resource Management: Ensured adequate staffing levels for the Service Desk, maintaining SLA compliance to support customer needs.
Incident & Problem Management: Managed the Service Desk's role in IT Incident & Problem management processes, facilitating quick identification and resolution of IT-related incidents.
Technical Escalation: Acted as a technical escalation point for the Service Desk, addressing complex incidents and requests.
Service Desk Platform Management: Accountable for managing and enhancing the existing Service Desk Management Platform for IT and other shared service functions.
Reporting & Analysis: Delivered and improved Service Desk reporting capabilities, managing actions from exception reports.
Team Development: Provided mentoring, guidance, and support to the Service Desk team, fostering a high-performance, engaged, and customer-focused team.
Continuous Service Improvement: Developed and drove continuous service improvement initiatives to ensure the Global Service Desk met the needs of all business units and supported planned business growth.
Process Development: Responsible for developing and documenting processes and procedures using ITIL and security best practices to support and advance the Service Desk.
Stakeholder Relations: Developed and maintained business relationships with internal stakeholders and external suppliers to ensure service desk performance met customer expectations.
IT Advocacy: Championed and promoted IT skills and capabilities across all business units.
Productivity & Efficiency: Set and achieved goals related to productivity and work efficiency

Global EUC and EUS Services Leadership: Delivered world-class End-User Computing (EUC) and End-User Services (EUS), ensuring efficient incident and service request management with high customer service levels according to SLAs.
Operational Policy Review: Conducted regular reviews of operational policies and procedures to ensure alignment with best practices and business goals.
Service Level Metrics: Prepared and reviewed Service Level Agreements (SLAs) and Operational Metrics, creating KPI scorecards to ensure high standards of service delivery.
Staffing & Training Management: Ensured the team was adequately staffed and trained to meet agreed SLAs, maintaining optimal service levels.
Client Value Projects: Led and drove client value projects, identifying opportunities for continual improvement in service delivery.
Stakeholder Coordination: Coordinated and managed all relevant stakeholders, including support desk teams, customers, and other participating teams in service desk operations.
Performance Reviews: Conducted and shared results from service and operation performance reviews to drive performance improvements.
Process Review & Improvement: Reviewed processes with clients to highlight risks and identify opportunities for service desk improvement.
Communication Monitoring: Monitored all customer communication to assess operational performance within set timeframes.
Process Documentation & Auditing: Ensured that all service desk processes were thoroughly documented, consistently audited, and regularly improved.
Compliance Management: Ensured all legal and regulatory documents were filed and monitored compliance with laws and regulations.
Strategic Planning: Collaborated with senior management to determine values and mission, planning for short- and long-term goals.
Employee Communication: Supported effective communication between employees and the management team.
Automation Initiatives: Led the implementation of automation (RPA) projects to reduce operational costs and enhance efficiency.
Knowledge Gap Coverage: Ensured all knowledge gaps were addressed through effective communication and team engagement.
Team Management: Managed a team of 50 FTEs, including L1, L1.5 (CTS), E2E, Chat Support, and Incident Management personnel.
Quality Assurance: Ensured the quality of service provided to customers and clients.
Escalation Management: Engaged relevant teams to handle escalations and critical problems.
Root Cause Analysis (RCA): Conducted RCA on Service Desk misses and proposed mitigation or service improvement plans.
SLA Monitoring: Ensured the team monitored incidents to maintain compliance with Service Level Agreements.
Process Improvement Cycles: Established continuous process improvement cycles.
Escalation Point: Functioned as a point of contact for escalation and was responsible for the restoration of services within the support scope.
Team Communication: Conducted team meetings and huddles to facilitate communication.
HR Functions: Acted as HR for subordinates, addressing general and specific issues.
Attrition Management: Kept the team motivated through Rewards & Recognition (R&R) and fun activities