Mahesh Patidar

Manager - Fso Oss @HCLTech

Noida, IN

Responsible for multiple engagement for Field / Onsite Support Operation (FSO/ OSS/ LTS), Managing team of 100+ L2 IT professionals Globally, Team performance, day-to-day OnSite Support operations, Data Centre operation, monitor SLA, OLA, CSAT and Service Improvement. tracking team activities, handling customer escalations, team management, weekly customer review.New FSO resource demand fulfillment and ensure resources availability.Cost, revenue analysis and maintain margin. resource contract renewal, resource conversation from FTC /TP to FTE. resource contract extension, On/Off boarding of resources, performance review, RAS/ CIM, partner invoice review, approval and tracking, and customer invoice tracking billing & prebilling, Review SOW, CN, partner relationship.Responsible for the daily operation of both the Field support team members and customer operation globally.Using GenAI and AI Agent for day to day operations, creating AI Agent to prepare presentation, reports Collaborate with various teams to identify and provide resolution to different problems Manage project impacting IT Support team as well as Customer.Provide escalation/ support to tickets where needed.Provide effective leadership with managing staffing level planning; interviewing, selecting, orienting, and training, communicating performance expectations; providing feedback on performance through performance management processes, recognition, coaching, performance improvement plans, and/or discipline including termination; creating career growth opportunities and employee development plans.Manage internal processes & procedures and ensure they are being performed to standard.Work with the management team to support business requirements.Discuss Technology initiatives with various stakeholders.Strategize in ways to improve the customer experience while providing adequate support.

Govt. Collage KOTA 2004

Bachelor's degree, Information Technology

PTU

MBA, IT