Kamal Beniwal
Sr.Manager IT- Offshore at Teleperformance India
- Role
- Senior Information Technology Manager at TP
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Kamal Beniwal
A dynamic and results-oriented leader with over nine years of expertise in strategy, planning, and management. Proficient in operations and IT service desk management, process improvement, and people management, I am a meticulous planner, strategist, and executor. I excel in establishing and overseeing comprehensive operations, with a strong emphasis on customer satisfaction and maximizing bottom-line profitability.
Experience
Senior Information Technology Manager
Jun 2024 — Present · Gurugram, IN
Service Delivery Excellence: Directing end-to-end IT Service Desk operations, managing 24/7 offshore support teams to ensure consistent global coverage and high system uptime.• Incident & Problem Management: Leading high-priority (P1/P2) incident response efforts, conducting root cause analysis (RCA), and implementing preventive measures to stabilize the IT environment.• Executive Stakeholder Management: Serving as a key liaison for VP and EVP-level leadership to report on operational health, service trends, and strategic infrastructure improvements.• Process Optimization: Leveraging ITSM tools and automation to streamline ticketing workflows, resulting in improved team productivity and enhanced customer satisfaction (CSAT) scores.• Team Mentorship: Overseeing professional development and performance management for technical leads and analysts, fostering a culture of technical excellence and accountability.
Education
University of Rajasthan
M. A, Master of Arts
2013 — 2015
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