Varun Kaushik — Operations Associate

Driven by a passion for problem-solving and people-first tech, I bring 14+ years of rich experience in the IT industry—helping corporate clients stay connected, supported, and confident in their technology. My journey has been all about leading from the front, managing global 24x7 service desks, and building high-impact teams that don’t just resolve issues—they create better user experiences. From overseeing onshore and offshore support to managing incident triage, ServiceNow queues, and after-hours operations—I’ve handled it all with a sharp eye for detail and a calm head under pressure. I’m known for optimizing resource allocation, streamlining ticket handling, and ensuring SLAs and SLOs aren’t just met—they’re exceeded. Every process I touch is built to improve speed, accountability, and performance. I’ve led teams, trained analysts, built SMEs, and created knowledge bases that drive faster resolutions. Whether it’s onboarding, offboarding, or designing smarter self-service flows, I believe tech support should be seamless, scalable, and human-centered. Following ITIL best practices, I back every decision with data, turning KPI trends and reporting into action that actually moves the needle. At the core, I’m someone who leads with clarity, communicates with purpose, and delivers under pressure. Whether it’s fixing recurring issues, managing escalations, or aligning support strategy with security planning—I bring solutions, structure, and heart to everything I do.

Stackforce AI infers this person is a seasoned IT service management professional with a focus on operational efficiency and team leadership.

Location: Gurgaon, Haryana, India

Experience: 15 yrs 2 mos

Skills

It Service Management
Service Desk Management
Service Desk Operations
Incident Management
Service Delivery
It Operations
Technical Support
Information Technology Infrastructure
User Account Management

Career Highlights

14+ years of experience in IT service management.
Proven track record of enhancing operational efficiency.
Expert in leading high-impact teams and optimizing processes.

Work Experience

WNS

Deputy Manager Operations (3 yrs)

Assistant Manager (2 yrs 10 mos)

Wiley

Service Desk Manager (1 yr 7 mos)

GfK

Senior IT Administrator (3 yrs 1 mo)

Bal Unnati Foundation

Information Technology Analyst (10 mos)

Dell

System Security Analyst (2 yrs 8 mos)

Wipro Ltd. - India

Senior Executive (1 yr 2 mos)

Education

Postgraduate Degree at Indian Institute of Technology Jodhpur

Bachelor's degree at Maharshi Dayanand University Rohtak

Varun Kaushik

Operations Associate

Gurgaon, Haryana, India15 yrs 2 mos experience

Most Likely To SwitchAI Enabled

Key Highlights

14+ years of experience in IT service management.
Proven track record of enhancing operational efficiency.
Expert in leading high-impact teams and optimizing processes.

Stackforce AI infers this person is a seasoned IT service management professional with a focus on operational efficiency and team leadership.

Contact

Skills

Core Skills

It Service ManagementService Desk ManagementService Desk OperationsIncident ManagementService DeliveryIt OperationsTechnical SupportInformation Technology InfrastructureUser Account Management

Other Skills

Account ManagementActive DirectoryAsset ManagementChange RequestsCustomer ServiceData AnalysisGenerative AI for ManagementHP Service DeskIT Hardware SupportIT Infrastructure ManagementIT Management SoftwareIncident HandlingIncident ResponseMcSeMicrosoft Excel

About

Experience

15 yrs 2 mos

Total Experience

2 yrs 2 mos

Average Tenure

3 yrs

Current Experience

Wns

2 roles

Deputy Manager Operations

Promoted

Jun 2023 – Present · 3 yrs · Hybrid

Led data analysis initiatives to enhance IT service delivery, resulting in a 20% increase in operational efficiency.
Managed IT service operations, ensuring service levels consistently met or exceeded client expectations.
Collaborated with cross-functional teams to streamline processes, improving service desk response times by 15%.

IT Service ManagementService Desk ManagementData AnalysisAccount ManagementPeople ManagementIT Operations+2

Assistant Manager

Jan 2019 – Nov 2021 · 2 yrs 10 mos · Gurgaon, Haryana, India · On-site

Supported IT service delivery and service desk operations by assisting in managing ITIL-based processes and ensuring effective incident and request management. Worked with teams to maintain service quality and support business requirements.
Assisted in the coordination and management of IT service desk activities to ensure timely resolution of issues.
Helped maintain IT service management processes aligned with ITIL best practices.
Supported communication and collaboration between technical teams, business units, and vendors.
Contributed to monitoring service levels, KPIs, and SLA adherence.
Participated in training and mentoring of service desk staff to improve team capabilities.

Service DeliveryPeople ManagementAsset ManagementIT Service ManagementService desk operations

Wiley

Service Desk Manager

Nov 2021 – Jun 2023 · 1 yr 7 mos · On-site

Oversaw IT service desk operations, ensuring consistent delivery of high-quality IT support aligned with organizational needs. Led the service desk team to effectively manage incidents, requests, and escalations while maintaining strong collaboration with technical teams and business units to enhance overall service delivery.
Managed the day-to-day performance of the service desk, ensuring timely resolution of incidents and service requests in line with SLA targets.
Maintained and improved service desk workflows and procedures to optimize operational efficiency.
Collaborated with cross-functional teams and vendors to resolve complex issues and improve user satisfaction.
Conducted regular performance reviews and provided coaching to strengthen team capabilities.
Developed reporting tools and dashboards to monitor KPIs and communicate service desk performance to management.
Ensured compliance with IT policies and procedures, driving consistent application of ITIL best practices.

Service desk operationsIncident ManagementTeam LeadershipOperations Process ImprovementStakeholder Engagement

Gfk

Senior IT Administrator

Dec 2015 – Jan 2019 · 3 yrs 1 mo · Gurgaon, India · On-site

Managed daily IT operations, ensuring reliable infrastructure and support for end-users. Played a key role in troubleshooting technical issues, maintaining systems, and supporting hardware and software deployments to keep business functions running smoothly.
Provided technical support and troubleshooting for hardware, software, and network issues to minimize downtime.
Administered user accounts, permissions, and access rights ensuring security and compliance.
Coordinated with vendors and service providers for maintenance and upgrades.
Assisted in implementing IT policies and procedures to improve operational efficiency.
Conducted regular system audits and maintained documentation for IT assets and processes.
Supported end-user training sessions to enhance IT literacy across departments.

IT OperationsTechnical SupportSystem AdministrationUser ManagementService desk operations

Bal unnati foundation

Information Technology Analyst

Feb 2015 – Dec 2015 · 10 mos · Gurgaon, Haryana, India · On-site

Joined an organization dedicated to educating underprivileged children, managing and supporting their IT department. Responsible for maintaining IT infrastructure and ensuring smooth operations to support the foundation’s mission.
Achievements:
Created and maintained user accounts, ensuring proper access and security across the organization.
Provided on-site support for hardware and software issues, minimizing downtime for staff.
Managed vendor relationships and coordinated IT procurement and maintenance activities.
Maintained accurate IT inventory to ensure availability and tracking of assets.
Supported the foundation’s daily IT needs, enabling seamless educational and administrative functions.

Information Technology InfrastructureUser Account ManagementVendor ManagementIT Infrastructure ManagementNonprofit Organizations

Dell

System Security Analyst

Feb 2012 – Oct 2014 · 2 yrs 8 mos · Noida Area, India · On-site

Managed user account administration and security support for a major US healthcare client. Responsible for creating and maintaining user accounts in Active Directory and Exchange while ensuring compliance with security policies and providing direct client support.
Achievements:
Created and managed user accounts and permissions in Active Directory and Exchange to maintain secure access.
Provided ongoing support and troubleshooting for user account-related issues to ensure uninterrupted service.
Maintained direct communication with the client team to address security and access management requirements.
Ensured compliance with organizational security protocols and best practices.
Assisted in streamlining account management processes to improve efficiency and security.

Active DirectoryAsset ManagementIT OperationsIT Infrastructure ManagementUser Account Management

Wipro ltd. - india

Senior Executive

Nov 2010 – Jan 2012 · 1 yr 2 mos · Noida Area, India · On-site

Provided technical support for HP-related hardware and software issues to US-based customers. Delivered prompt and effective resolution of technical problems, ensuring high customer satisfaction and smooth device operations.
Achievements:
Assisted US customers by troubleshooting hardware and software problems related to HP devices.
Delivered timely support through effective communication and problem-solving techniques.
Coordinated with internal teams to escalate and resolve complex issues.
Maintained detailed records of support requests and resolutions to track service quality.
Ensured adherence to support process guidelines to maintain service standards.

Technical SupportIT Hardware SupportIT Operations