Vidhu Abhishek
Integrated Service Manager
Bangalore
Summary
Dedicated Service Management professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
Work History
Integrated Service Manager
Kyndryl India Pvt. Ltd
11.2021 - Current
- Lead Incident and Change Management Initiatives: Spearhead end-to-end incident management in Dynatrace, leveraging data insights for trend analysis and preventive measures to minimize service disruptions
- Manage Production Batch Jobs: Oversee scheduling and execution of production batch jobs, ensuring timely completion and SLA adherence while proactively addressing potential issues
- Coordinate Rapid Response Teams: Form and lead cross-functional teams during high-impact incidents, facilitating communication and implementing strategies to minimize downtime
- Engage with Customers: Conduct consultations to assess business impacts of incidents, provide resolution updates, and prioritize customer needs in resource allocation
- Implement ITIL Best Practices: Integrate ITIL frameworks into operations, enhancing service delivery through training and fostering a culture of continuous improvement
- Analyze Incident Trends: Review incident reports to identify patterns and root causes, developing knowledge base articles and proposing workflow enhancements
- Change Management Oversight: Manage the change request process by assessing risks and impacts, prioritizing changes that align with business goals for smooth transitions
Senior Executive
RCI India Pvt. Ltd
10.2018 - 02.2020
- Handling sales data from primary and secondary sources
- Generating daily sales reports
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness
- Recognized as top performer in revenue generation
- Promoted dedicated customer service and support by promptly resolving customer complaints
Accounts Tech Executive
Convergys India Pvt. Ltd
11.2017 - 08.2018
- Analyzing reports and transaction data
- Proficient in QuickBooks application usage
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals
- Monitored systems in operation and quickly troubleshot errors
- Resolved technical support inquiries per day
Support Executive
Tech IT Solution
02.2015 - 08.2017
- Contributed to growth measurement and analysis
- Translated technical terminology for clients to communicate through ticket system
- Coordinated priority of support work based on client and business needs
- Created, prepared, and delivered reports to various departments
- Monitored customer service metrics and provided feedback to team members, upholding quality standards
Seller Consultant
Flipkart Internet Private Limited
08.2014 - 01.2015
- Assisted sellers in managing their accounts
- Maintained sellers' details and addressed payment and payout issues
- Handled escalations and identified opportunities for productivity improvement
Business Analyst
ANZ Banking Group Limited
03.2013 - 05.2014
- Provided guidance on loan clearance and managed customer issues
- Conducted documentation, auditing, and process improvement initiatives
- Assumed lead responsibilities, including leave tracking and shift management
Education
Bachelor of Commerce - Commerce
EIILM University
Jorethang, India 06.2009 - 09.2012
SSC - Science
RSLY
Patna 03.2007 - 04.2009
Skills
ITIL
Azure
PeopleSoft
ATOM (ANZ internal tool)
Agile
Incident and Change management
Verbal and Written Communication
Multitasking and Organization
MS Office
Customer Service Management
Technical Support
Time Management
Coaching and Mentorship
Quality Assurance
Customer Service
Problem-Solving
Accomplishments
- CCSP certified by Customer Service Institute of Australia
- Incident Management Practitioner course
- Agile Explorer course (Badge earned)
- Change Management Practitioner course
- Service Integration and Management course
- 022 Business Conduct Guidelines Program
Certification
Incident Management
Timeline
Integrated Service Manager
Kyndryl India Pvt. Ltd
11.2021 - Current
Senior Executive
RCI India Pvt. Ltd
10.2018 - 02.2020
Accounts Tech Executive
Convergys India Pvt. Ltd
11.2017 - 08.2018
Support Executive
Tech IT Solution
02.2015 - 08.2017
Seller Consultant
Flipkart Internet Private Limited
08.2014 - 01.2015
Business Analyst
ANZ Banking Group Limited
03.2013 - 05.2014
Bachelor of Commerce - Commerce
EIILM University
06.2009 - 09.2012
SSC - Science
RSLY
03.2007 - 04.2009
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