Service Desk Automation Tool
Sidharam Dhayagude
Summary
Versatile Service Delivery Manager with over 10 years of experience in managing IT operations and infrastructures across Telecom, Banking, and E-commerce. Proven track record of successfully leading teams in delivering end-user computing, infrastructure support, and managing Global Contact Centers in 24/7 environments. Expertise in ITSM, Data Security, Cloud Computing, virtualization, network administration, O365 products, and IT operations best practices. Streamlined onboarding processes by 20% through automation, resulting in a 15% increase in team productivity. Implemented a cloud-based solution that reduced server maintenance costs by 10%.
Leveraged ITIL methodologies to ensure effective management, maintenance, upgrades, patching, and support of systems and infrastructure.
Overview
10
10
years of professional experience
1
1
Certificate
Work History
Senior Technical Lead
HCL Technologies
05.2024 - Current
- Ensured smooth operation of Digital Workspace Services day-to-day IT operations and cloud infrastructure.
- Led a diverse team of 60+ support technicians delivering 24/7 service desk support to a global users. Increased first-call resolution rate by 20% through strategic resource allocation and skills development programs, improving customer satisfaction and reducing support escalations.
- Monitoring servers, network devices, and computer systems for irregularities and performance issues, proactively identifying and resolving potential problems.
- Facilitating regular stakeholder meetings to gather feedback and assess system needs, fueling a 10% improvement in system functionalities.
- Enforced established IT policies and procedures, maintaining data security and integrity while fostering a culture of responsible IT usage.
- Developed and implemented preventative maintenance plans to minimize downtime and optimize system performance.
- Effectively facilitated the resolution of high-risk incidents by coordinating and collaborating with cross-functional teams (e.g., development, Incident, security, Network, Server, L3 team).
- Played a pivotal role in ensuring the quality and functionality of new application builds and fixes through meticulous User Acceptance Testing (UAT) processes.
- Generating management reports and provides insight into service level agreement, uptime, average ticket resolution time and other KPIs.
- Ensuring that service agreements (SLA) and operating level agreements (OLA) are met, establishing and maintaining positive relationship with client.
- Orchestrated a 20% reduction in average resolution time by refining help desk ticketing system processes.
- Established clear Key Result Areas (KRAs) for team members, ensuring alignment with departmental and organizational goals.
- Providing ongoing performance feedback, coaching, and development opportunities to optimize individual and team effectiveness.
- Managing team roster, scheduling, and leave requests, ensuring efficient resource allocation and operational continuity.
Manage - Information Technology
Teleperformance
10.2023 - 05.2024
- Directed the IT Service Desk function, overseeing a team of 55+ employees and managing a comprehensive IT operations and infrastructure.
- Proactively monitored servers, network, and computer systems for irregularities and performance issues using industry-standard tools.
- Implemented preventative measures and troubleshooting procedures to maintain optimal system uptime, resource utilization, and user experience.
- Ensured adherence to established IT policies and procedures, fostering data integrity, system security, and regulatory compliance.
- Led cross-functional teams in rapid response to critical incidents, ensuring timely communication and coordinated action.
- Ensured business continuity during a network outage by proactively arranging for alternate communication channels and remote access solutions, minimizing disruption and downtime.
- Actively participated in CAB calls during major incidents, collaborating with cross-functional teams to identify solutions and minimize business disruption.
- Effectively communicated incident details and potential impact to the relevant team, ensuring timely action and efficient resolution.
- Proven ability to execute planned outage cycles with minimal downtime and ensure swift service restoration. Achieved through meticulous planning, clear communication, and flawless execution.
- Developed and maintained comprehensive outage management plans, outlining procedures, communication protocols, and escalation processes for both planned and unplanned scenarios.
- Ensured the efficient management, maintenance, upgrades, patching, and support of critical network infrastructure such as firewalls, routers, and switches, minimizing disruptions to DRaaS."
- Orchestrated a collaborative IT DR drill with the participation of all relevant teams, ensuring comprehensive testing of disaster recovery procedures and fostering cross-functional communication.
- Represented the IT department during annual external/Internal IT audits, ensuring a comprehensive understanding of internal controls and procedures relevant to technology.
- Ensured successful fulfillment of service agreements (SLAs) and operating level agreements (OLAs) through proactive monitoring, performance analysis, and continuous improvement initiatives.
Operation Manager - IT Service Desk
Wipro Technologies
11.2016 - 10.2023
- Managed a diverse team of 50+ support technicians providing 24/7 service desk support to a global user base of over 50,000.
- Led and coordinated the full IT service lifecycle, encompassing Incident, Problem, Change, Availability, Asset, Infrastructure, Application Management, and NOC support, adhering to ITIL best practices.
- Maintained transparency of operations and ongoing projects for management by implementing regular reporting cycles (e.g. WBR/MBR/QBR).
- Proactively drove service level agreement (SLA) management for service requests and incidents, ensuring consistent service delivery and exceeding expectations whenever possible.
- Supported the implementation and maintenance of a quality management system (QMS) compliant with ISO standards, including managing data records, delivery plans, and facilitating internal and external quality audits.
- Analyzed workflows and assignments to identify and implement 100% improvements in operational efficiency, resulting in reduced costs and faster turnaround times.
- Highly experienced Application Management & Administration professional with a strong track record supporting enterprise M365 services, Microsoft cloud solutions, and collaboration tools.
- Strong technical background with extensive knowledge of a wide range of IT infrastructure technologies, including servers, virtualization (VMware, etc.), hyper-converged infrastructure, storage (SAN, Dell, HP), cloud services (Azure), security (UTM, Symantec, DLP, CS, Zscalar), networking, and desktop virtualization (Citrix, VDI).
- Forward-thinking IT professional with a strong commitment to staying up-to-date on emerging technologies, trends, and best practices in computing hardware, software, and operational processes..
- Played a key role in evaluating, recommending, and negotiating contracts with vendors for hardware, firewalls, telecommunications solutions, and software.
- Established clear Key Result Areas (KRAs) for team members, ensuring alignment with departmental and organizational goals.
- Provided ongoing performance feedback, coaching, and development opportunities to optimize individual and team effectiveness.
- Managed team roster, scheduling, and leave requests, ensuring efficient resource allocation and operational continuity.
- Spearheaded the development of a risk management framework to identify and mitigate potential issues around processes and people, minimizing their impact on business operations.
Process Associate
Tata Consultancy Services
07.2014 - 11.2016
- Delivered Tier 1 IT support to internal users, resolving technical issues and troubleshooting software/hardware for a non-technical audience through on-site desk side assistance.
- Managed the IT Service Desk (ITSD) workflow by triaging, prioritizing, assigning, and resolving service requests and incidents. Ensured timely responses to user issues.
- Troubleshooted and resolved complex technical issues impacting customers across diverse systems and applications, minimizing downtime and maximizing user satisfaction.
- Demonstrated strong interpersonal skills by building rapport and fostering collaboration with colleagues and clients.
- Proactively collaborated with supervisors to escalate complex customer inquiries and technical issues, ensuring timely resolution and improved customer satisfaction.
Education
Bachelor of Computer Applications -
Indian Institute of Management And Technical Edu.
Belagavi, Bangalore06.2014
Skills
- Team leadership
- Networking and wireless technologies
- EUS/IT Service Desk/Infrastructure
- Stakeholder/Client Management
- Cost optimization/Control
- Data Center hub management
- Decision Making
- SLA/OLA Management
- Enhance Project Management-Planning, Budgeting, Resourcing
- Technically Proficiency
Certification
- Certified Wipro PMO membership, 2018.
- Agile & Scrum fundamental Certified by Scrum Study Institute.
- Certified ITIL V4 foundation.
- Supervised team of 230 staff members.
- Collaborated with team of 5 in the development of Ansible automation tool.
- Resolved product issue through consumer testing - UAT.
- Achieved SLA through effectively helping with Automation tool.
Additional Information
Nationality: Indian
Marital Status: Married
Passport No.: R**91281, Expires 10/09/27
Accomplishments
- Collaborated with team of 5 in the development of Service Desk Automation.
- Supervised team of 100+ staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementCompany CultureFlexible work hoursWork-life balanceTeam Building / Company RetreatsQuote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Software
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Interests
Playing Cricket
Websites
Timeline
Senior Technical Lead
HCL Technologies
05.2024 - Current
Manage - Information Technology
Teleperformance
10.2023 - 05.2024
Operation Manager - IT Service Desk
Wipro Technologies
11.2016 - 10.2023
Process Associate
Tata Consultancy Services
07.2014 - 11.2016
Bachelor of Computer Applications -
Indian Institute of Management And Technical Edu.
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