Service Desk & Incident management lead
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13 Years of experience in IT service desk domain. Managing team of 30+ analyst for service desk & MIM. Worked as incident manager handling P1 & P2 incident. First point of contact for all escalated incident/ request.
First level of screening, onboarding & training new team members. Monitoring & identifying the area of improvement for desk. Performing trend analysis to implement permanent fix on repeated incident.
Preparing roster for the team to make sure resource are allocated 27/7/365.Perapring daily, weekly & monthly report for Service desk & MIM. Conducting one on one session with the team member discussing on performance & career path. Weekly meeting with respective SDM’s showcasing service desk data, MIM reports & discussion on area of improvement.
13 Years of experience in IT service desk domain. Managing team of 30+ analyst for service desk & MIM. Worked as incident manager handling P1 & P2 incident. First point of contact for all escalated incident/ request.
First level of screening, onboarding & training new team members. Monitoring & identifying the area of improvement for desk. Performing trend analysis to implement permanent fix on repeated incident.
Preparing roster for the team to make sure resource are allocated 27/7/365.Perapring daily, weekly & monthly report for Service desk & MIM. Conducting one on one session with the team member discussing on performance & career path. Weekly meeting with respective SDM’s showcasing service desk data, MIM reports & discussion on area of improvement.
Bachler in electronic & Telecommunication
