Anil Varghese
Team Manager – IT Operations and Service Management at Wipro
- Role
- Project Manager at Wipro
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Anil Varghese
Experienced IT Professional with over 13 years of expertise in IT Service Management…
Experience
Project Manager
Aug 2021 — Present · Bangalore Urban, IN
Team Manager – IT Operations and Service Management• Manage and lead a team of 47 associates, including 9 Network Associates, 36 Next-Gen Associates (NGAs), and 2 Problem Managers, fostering collaboration and accountability across functions.• Review and deliver high-quality Root Cause Analysis (RCA) reports for Major Incidents within SLA, ensuring customer satisfaction and continuous improvement.• Mentor Network Associates to identify and address recurring issues by collaborating with global teams, firewall specialists, and ISPs, significantly reducing incident recurrence.• Partner with infrastructure track leads to train, shadow, and enable NGAs, ensuring the creation of comprehensive Knowledge Base (KB) articles to standardize workflows.• Conduct quarterly refresher sessions on problem management for track leaders, enhancing proactive and reactive problem-solving capabilities across teams.• Drive Continuous Service Improvement (CSI) by identifying and logging improvement initiatives in Pragathi, working closely with track leads to execute and close gaps.• Govern and lead weekly ITSM calls with customer ITSM leaders, maintaining alignment on operational goals and addressing escalations.• Prepare and present the Monthly P1 Incident Deck to senior leadership from Wipro and the client, highlighting trends, metrics, and actionable insights.
Education
St Josephs B H S S Calicut
Bachelor of Business Administration (BBA)
1997 — 2008
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