Sairam Iyer
Technical Lead.
Pune
Summary
Experienced Service Desk leader with over 11 years in customer support. Specialized in daily operations, training development, and performance monitoring. Skilled in task delegation, ensuring timely completion, and driving improvements while consistently meeting service level agreements.
Overview
12
12
years of professional experience
Work History
Technical Lead
Cognizant
Pune
08.2022 - Current
Astellas(Pharma domain)
02.2025 - 03.2026
- Working in 24/7 environment and handling users across APAC, EMEA and AUS
- Part of the Service desk team performed as shift lead and delegating daily tasks.
- Handling calls /chats and emails related to password reset/Account unlock, application issue ,iphone IOS issues. Routing tickets to support team.
- Maintaining SLA’s for critical parameters and ensuring resolution is provided within SLA's
TEN(formerly TechnipFMC)
07.2020 - 01.2025
- Ten is an Oil and Gas giant based in Houston,Texas,USA. It was previously headquartered in Paris France
- Team Lead / MOD (Jan 2022 – May 2024):
- Managing the inflow of tickets by delegating those to respective agents on timely SLA basis
- Monitor the teams progress and performance and highlight the areas of improvement to leads and agents (one on one).
- Arranging teams call for team reviews and hurdles.
- Sending hourly ,daily and monthly call and chat reports to the leads and agents.
- Senior Systems engineer (July 2020 – October 2021):
- Involved in L1 troubleshooting of all apps and devices used by corporate users
- Involved in taking remote access and resolving issues on calls and chats in real time
- Maintained ticket SLA through all stages.
- Escalated the level 2 issues to relevant teams keeping appropriate user expectation.
- Probing user about the issues
- Escalating priority tickets (P1 and P2) to Enterprise operation Center team and keeping all updated about the details of tickets
Client: TEN (Symantec endpoint removal)
04.2022 - 07.2022
- Was part of the team to remove SEP software and ensure Win security is updated.
- Took remote access to user machine and uninstalled SEP and updated Win security.
- Used a built-in software called Cleanwipe in Software center in user systems to wipe SEP.
- Worked with SME and project manager to keep close watch on daily targets achieved.
Client: TEN (Windows migration team)
09.2021 - 12.2021
- I was part of this small project for migrating windows 7 users to Wind 10 OS lasting little more than 3 months
- Contacted user on teams for the best available time to Win 10 installation
- Arranged group calls with around 10 users to check their availability.
- Updated the data in the excel to be seen by leads and local IT engineers.
- I was part of the calls involving daily target setting and review of the targets achieved.
- Installation of Win 10 was done by Local IT on user location
- Was part of 3 agents involved in moving around 700 users to Win 10.
Senior technical advisor
Sutherland Global services
12.2018 - 01.2020
- Role: Senior technical advisor
- Project: Norton by Symantec
- Symantec is a leading antivirus and threat protection provider across the globe headquartered in USA.
- Activities and Responsibilities:
- Give technical and product support to our consumers or third party consumers
- Place orders and provide refunds when required for the customers
- Developed Detailed Design documents based on business requirements.
- Take remote access using a tool LogMeIn rescue software to assist customer with technical issues on Systems and handheld devices.
- Worked on MAC systems and IOS devices to check and resolve for technical issues.
- Environment: Win 10/Win 7 / MAC / IOS
Service Consultant
Vodafone Shared Services – Pune
09.2017 - 10.2018
- Role: Service Consultant
- Project Name: Demon (acquired by Vodafone Shared Services UK)
- Overview: Demon is Fibre optic network provider across the UK
- Purpose: - To help countryside corporate users with their network issues
- Outlined key tasks performed
- I was part of the NOC team in Vodafone Global services.
- My role is to troubleshoot fixed line ADSL internet services for enterprise and business users.
- We are the first level of technical support for the enterprise users.
- We used Salesforce as ticket a documenting tool. We communicated on calls and probed the user issues.
- We focused on greater than 2 days tickets and prioritised on their resolution.
- Environment: BTWholesale(slow speed), BTOpenreach(intermittent connection). Salesforce(ticketing)
Technical support associate.
Tech Mahindra Limited
09.2015 - 08.2017
- Role: Technical support associate.
- Project Name: Vodafone Hutchison Australia
- Overview: VHA is a telecom service provider across the globe . Headquartered in Chatswood Sydney Australia. Major operations took place in APAC
- Purpose: - To support Corporate,dealers and retailers with their office/store queries and issues
- Responsibilities:
- I was part of the User Access Management (UAM) team.
- I am involved in numerous activities in the team like Corporate account creations, account modifications in active directory domain.
- We work on Active Directory, Microsoft Exchange 2013 server , Salesforce, Siebel and many applications
- Maintained ticket SLA through all stages.
- Environment: Active directory, Win 10/7
Technical support advisor
Concentrix India Pvt Ltd
10.2014 - 08.2015
- Role: Technical support advisor
- Project: Virginmedia
- Overview: Virginmedia is a UK based broadband service provider
- Purpose: - To help UK users with their network issues.
- Responsibilities:
- Resolved broadband and networking issues on the phone for UK broadband end users.
- We took taking remote access through Log me-in-rescue software to resolve users' system issues.
- Configured new email accounts and adjusted existing email settings in Outlook.
Education
MCA - (Sci)
University of Pune
Associate of Science - BCA
University of Pune
Pune05.2011
Skills
- Microsoft 365, SCCM, Intune
- Active Directory management
- SLA adherence
- User support
- Ticket management
- SLA adherence
- Ticket management
Timeline
Astellas(Pharma domain)
02.2025 - 03.2026
Technical Lead
Cognizant
08.2022 - Current
Client: TEN (Symantec endpoint removal)
04.2022 - 07.2022
Client: TEN (Windows migration team)
09.2021 - 12.2021
TEN(formerly TechnipFMC)
07.2020 - 01.2025
Senior technical advisor
Sutherland Global services
12.2018 - 01.2020
Service Consultant
Vodafone Shared Services – Pune
09.2017 - 10.2018
Technical support associate.
Tech Mahindra Limited
09.2015 - 08.2017
Technical support advisor
Concentrix India Pvt Ltd
10.2014 - 08.2015
Associate of Science - BCA
University of Pune
MCA - (Sci)
University of Pune