Apr 2023 – Jul 2023 · 3 mos · Hyderabad, Telangana

Jan 2022 – Apr 2023 · 1 yr 3 mos · Gurugram, Haryana, India

• Coordinating the shift team to provide continuous and adequate service cover.
• Organizing schedule of priorities across the sub-team team on a daily and weekly basis.
• Monitoring coverage of the phone queue.
• Scheduling team coverage across remote offices.
• Monitoring daily team responsibilities.
• Managing and coaching team members.
• Handling escalated service issues on their shift.
• Recommending training and development actions for the local Service Desk Technicians.
• Collaboration on Major Incident Management.
• Working closely alongside the Global Service Desk Manager.
• Conduct new hire orientation module across your shift ensuring the new employees are fully able to utilize SHL’s technology.
• Managing a team of 5 for EMEA and US region (Workload/Stats/Escalations/Tickets resolved within SLA’s).
• Lead and build a high-performance team. FTE Calculation for new and BAU workloads, including achieve efficiency targets.
• Hold daily meetings with teams. Coach and mentor for the team, development plan creation with individual basis.
• Ensure tickets are resolved within SLA and breached ticket followed up by team.
• Cover EUC workload when needed and provide technical lead solution in local office.
• Managing company hardware (laptop/tablet/Mobile phone/BYOD) with Microsoft Intune MDM, Autopilot
• Administrating Office 365, Azure, Endpoint Manager, 365 Admin Center, and Active Directory
• Involving in project works (Windows 11 upgrade/iPhone/laptop refresh)
• Managing P1/P2 comms and attending CAB meeting to represent GSD
• Managing onsite IT kits (Installations/configuration/decommission)
• Operation management: measurement and improvement effectiveness and efficiency, formulate preventive strategies, rework existing work patterns and practices in accordance with processes.
• Established a new process/training cycles for newcomers and completely realigned operation structure which effectively improved day to day business in the department.

Mar 2018 – Jan 2022 · 3 yrs 10 mos · Gurugram, Haryana, India

• Helped the in-house IT team to resolve issues for all the employees working for Airbnb through JIRA ticket management tool.
• Ensured high system availability by managing assets seamlessly which reduced the downtime, obtaining 4.9 rating score.
• Evaluated the performance of Computer systems/networks.
• Provided access to different tools built by Airbnb or 3rd party vendors to internal and partner employees by working on different LDAP groups.
• Provisioning and Deprovisioning of MacOS and ChromeOS devices.
• Maintained Slack workflow which is the primary communications tool for Airbnb.
• Established process improvement strategies which drove positive changes and resulted in 100% IT incident remedy rate.
• Conducted IT hours for all the employees available in India for Airbnb.
• Worked on GitHub and Visual Studio Code to whitelist some applications and services and forwarded the request to security team for the approval and access.
• SPOC for maintaining the Confluence articles for all things related to IT @Airbnb which included both user facing and internal knowledge base.
• 100% compliant in managing the IT inventory with correct records for each IT system and accessory.
• Worked with the security and engineering systems team to remove a vulnerability in VPN application and helped them enable.
• Timely performed system maintenance/upgrades including all OS patches and create/maintain documentation of instructional procedures (i.e., hardware/software installation) and/or knowledge-based troubleshooting techniques.

Jul 2017 – Feb 2018 · 7 mos · Gurgaon, India

• Part of the team that tested Google Pay (Google Tez).
• Collected logs, extracted them into google analytics platform and sent them over to the development team.
• Tested the applications with business users over calls, emails, and chats.
• Worked as team coordinator for a month to manage daily rostering, login timings, and sharing important updates about the incoming features for the application.

Jun 2015 – Jun 2017 · 2 yrs · Gurgaon, India

• Part of the Windows technical support team for 1.3 years over the calls.
• Part of GES (Global Escalations Services) – Provided solutions for OneDrive technical issues via emails
• Managed tickets generated globally by Microsoft users in English language.
• Accomplished synchronizing of data on different platforms like Windows, Mac, Android, and iOS devices.
• Provided the support of reading logs on the iOS and Android devices by Microsoft tools.
• Managed daily Team login and logout time and Production Support for Windows issues.
• Provided best resolution or Data Loss issues through UAT (Unified Access Tool).
• Was Responsible for Continuous communications with customers to ensure that the files in the OneDrive directory met their needs and that all issues were resolved in a timely manner.