Sagar Kandhare

Results-driven IT Service Desk SME with 6+ years of experience leading technical support teams, driving ITIL-aligned operations, and delivering measurable improvements in SLA adherence and incident resolution. Proven track record of reducing escalations by 75% and improving resolution turnaround by 40% at Tech Mahindra. Skilled in ITSM platforms (ServiceNow, JIRA, ASM), basic SQL querying, M365, and cross-functional stakeholder management. ITIL 4 Foundation Certified.

Subject Matter Expert (SME) - Tech Mahindra - Pune

(2023-12)

• Improved incident resolution turnaround by 40%, directly boosting SLA adherence and client satisfaction scores
• Reduced cross-team escalations by 75% by streamlining communication protocols between technical and compliance stakeholders
• Led a team of technical support professionals, delivering coaching, performance reviews, and daily syncups to maintain consistently high service quality
• Managed end-to-end incident, problem, and change lifecycle; conducted RCAs and implemented permanent corrective actions that significantly reduced repeat incidents
• Used SQL queries to extract and analyze incident and ticket data for reporting and RCA support
• Performed impact analysis, risk assessment, and rollback planning for change requests, ensuring zero unplanned business disruption
• Conducted fit/gap analysis on workflow automation tools, identifying process improvement opportunities that enhanced agreement tracking transparency
• Maintained compliance-aligned reporting dashboards shared with internal and external stakeholders on ticket status, defects, and SLA metrics
• Served as the primary liaison between clients, internal product teams, and compliance stakeholders, ensuring resolution aligned with SLAs and regulatory standards

Technical Process Specialist - Infosys BPM - Pune

(2022-02 - 2023-11)

• Managed team KPIs and KRAs across a technical support function, coaching agents to consistently meet or exceed SLA targets
• Owned escalation management under the problem management framework; conducted RCAs for major incidents and implemented preventive actions to reduce recurrence
• Supported reporting and performance analysis by querying backend data using basic SQL
• Built and maintained a structured knowledge base, reducing average handling time for new hires through effective documentation and knowledge transfer
• Supported change management activities including post-implementation reviews (PIR) and governance compliance validation
• Prepared and presented weekly and monthly performance reports to clients, driving transparency and trust in service delivery

Subject Matter Expert (SME) - Connect Business Solutions Pvt. Ltd. - Pune

(2020-02 - 2022-01)

• Served as L2 SME leading a 9-agent team, coordinating with L3 SPOCs for complex issue resolution and policy implementation
• Promoted from Seller Support Executive to SME within 1.5 years based on consistent high performance and process expertise
• Facilitated management approvals for policy changes and communicated project goals and deliverables to stakeholders
• Recognized by management and clients for consistent high performance and problem-solving contributions

Customer Care Executive - Karvy Digikonnect - Pune

(2019-08 - 2020-02)

• Delivered hospitality process support for OYO; recognized as a top performer for 4 consecutive months

Bachelor of Engineering - Electrical Engineering

Diploma - Electrical Engineering

Secondary (X)