Vivek Mehra
Kolkata
Summary
Service Manager with extensive experience at Cognizant Technology Solutions, focusing on service delivery and operational efficiency. Proven track record in project planning and execution, enhancing automation processes, and fostering strong vendor relationships. Expertise in team coaching and driving customer satisfaction through effective communication and analytical skills.
Overview
16
16
years of professional experience
6
6
Certifications
Work History
Service Manager
Cognizant Technology Solutions
Kolkata
03.2025 - Current
- Managed service delivery operations to uphold quality standards and improve client satisfaction.
- Analyzed service metrics to identify operational workflow improvement opportunities.
- Facilitated effective communication between clients and technical teams to resolve issues promptly.
- Conducted performance reviews to assess staff capabilities and pinpoint development needs.
- Resolved customer complaints swiftly, ensuring high service levels.
- Established relationships with customers, vendors, and suppliers for ongoing collaboration.
- Adhered to customer service standards to enhance retention and satisfaction.
Transition, Process & Automation Manager
Cognizant Technology Solutions
Kolkata
03.2024 - 02.2025
- Managed project transitions, ensuring timely cutover and seamless vendor takeover.
- Spearheaded automation initiatives to boost operational efficiency and minimize manual processes.
- Collaborated with cross-functional teams to identify automation opportunities and optimize workflows.
- Mentored team members on automation best practices and process improvement techniques.
- Maintained current knowledge of industry standards and best practices for automation.
Operations Manager
Cognizant Technology Solutions
Kolkata
04.2023 - 02.2024
- Resolved customer issues promptly, ensuring high satisfaction ratings throughout interactions.
- Managed daily operations across multiple departments to enhance overall efficiency.
- Developed and coached a skilled team through hiring and performance management strategies.
- Guided employees in addressing complex problems and resolving escalated complaints effectively.
- Established operational policies and procedures aligned with organizational objectives.
- Facilitated conflict resolution between employees and departments to promote collaboration.
Regional Service Manager
Cognizant Technology Solutions
Kolkata
04.2019 - 03.2023
- Cultivated relationships with key stakeholders, enhancing service efficiency across vendors and partners.
- Resolved escalated customer complaints through effective communication and problem-solving skills.
- Collaborated with internal and external stakeholders to guarantee customer satisfaction.
- Monitored customer feedback and formulated strategies to address recurring issues.
- Managed daily operations, ensuring adherence to quality standards and deadlines.
Service Desk Lead
Cognizant Technology Solutions
Kolkata
10.2018 - 03.2019
- Resolved technical issues promptly, delivering exceptional customer service.
- Conducted regular staff meetings to address current challenges and upcoming projects.
- Adapted swiftly to new technologies and changes in IT infrastructure.
- Created detailed performance reports on system outages for senior management review.
- Developed standard operating procedures for Service Desk compliance with industry regulations.
Subject Matter Expert
MSR IT Solution Pvt Ltd
08.2012 - 09.2018
- Tailored IT Help Desk operations structure in sync with customer orientation.
- Provided subject matter expertise to support development of new products, services and processes.
- Developed comprehensive training programs to ensure effective knowledge transfer and successful product adoption.
- Collaborated with stakeholders to develop strategic plans for product enhancements.
- Resolved escalated customer issues in timely manner while maintaining positive relationships.
- Administered and created training and awareness presentations or materials.
Senior Associate
Wipro
01.2010 - 06.2012
- Led problem-solving sessions using analytical and creative techniques to reach compelling results and create solutions.
- Adhered to quality and service standards to support operational goals.
- Provided guidance and mentorship to junior associates to ensure project completion.
Education
Bachelor of Commerce (Hons) - Commerce
University of Calcutta
Kolkata06.2008
Skills
- ITIL framework expertise
- Vendor and service delivery
- Stakeholder management
- Leadership and communication
- Analytical and technical skills
- Project planning and execution
- Operational efficiency
- Resource forecasting
- Coaching and mentorship
- Priority management
- Dependability and accountability
Personal Information
- Title: Service Manager
- Nationality: Indian
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Certification
Prince2 Foundation & Practitioner
Accomplishments
Outstanding Team Performer Award, 2018
Timeline
Service Manager
Cognizant Technology Solutions
03.2025 - Current
Transition, Process & Automation Manager
Cognizant Technology Solutions
03.2024 - 02.2025
Operations Manager
Cognizant Technology Solutions
04.2023 - 02.2024
Regional Service Manager
Cognizant Technology Solutions
04.2019 - 03.2023
Service Desk Lead
Cognizant Technology Solutions
10.2018 - 03.2019
Subject Matter Expert
MSR IT Solution Pvt Ltd
08.2012 - 09.2018
Senior Associate
Wipro
01.2010 - 06.2012
Bachelor of Commerce (Hons) - Commerce
University of Calcutta