Ritesh Kumar

About Ritesh Kumar

Strategic and results-driven IT Support & Service Delivery Leader with 20 years of proven expertise managing enterprise support operations and technical teams across the EMEA region. I specialize in optimizing service delivery frameworks, enhancing customer satisfaction, and driving operational efficiency through automation and continuous improvement.At Dell Technologies, I’ve led high-impact initiatives including RPA automation, Power BI dashboarding, warranty cost reduction, and ISO audit compliance—consistently exceeding SLA targets and achieving 95%+ Voice of Customer (VoC) ratings. My leadership has been recognized through multiple internal awards, including being a 5-time “Rockstar Manager.”I bring a strong command over ITIL-aligned service operations, escalation management, and stakeholder engagement. Certified in PMP, PRINCE2, ITIL v3, CSM, CSPO, I bridge the gap between technical delivery and business strategy. With a hands-on background in Dell server, storage, and infrastructure support, I combine technical depth with project and people management expertise.I’m passionate about building high-performing teams, enabling data-driven decision-making, and driving scalable support solutions that enhance customer outcomes.Let’s connect if you\'re interested in technology leadership, service excellence, and process innovation that delivers measurable business impact.

Experience

1. Manager Ii - Enterprise

   Dell Technologies

   Jan 2020 — Present · Bengaluru, IN

   Led a 20-member technical support team delivering Dell Server and Storage support services across the EMEA market, ensuring SLA and KPI adherence.• Directed daily service delivery operations, proactively managing escalations and incident queues to maintain service excellence.• Implemented RPA automation for server log submission processes, reducing customer wait times and improving operational efficiency by 30%.• Spearheaded ISO audit compliance initiatives for the EMEA Commercial Site, ensuring alignment with ITSM and corporate standards.• Created and maintained performance dashboards using Power BI, facilitating data-driven decision-making and reporting.• Acted as escalation manager for high-impact incidents, coordinating with global teams for resolution and maintaining service continuity.• Developed and led team training and mentorship programmes, enhancing technical capability and career development.Key Achievements:• Consistently achieved 95%+ Voice of Customer (VoC) satisfaction ratings across multiple quarters.• Led warranty cost reduction initiatives, saving annually through proactive problem management and RCA.• Recognised as a 5-time recipient of the “Rockstar Manager” award based on internal Tell Dell Survey feedback.• Reduced escalation rates and improved first-time fix rates (FTFR) through targeted process improvements.

Education

• Dayanand Sagar University

  Executive MBA: General Management , General Management

• SRM IST Chennai

  Bachelor of Computer Application BCA, Computer Application

  2002 — 2005

Skills

• Project Management
• Technical Leadership
• Virtualization
• IT Service Management
• Change Management
• Vlan
• Storage Area Networks
• Blade Technology
• Service-Level Agreements (Sla)
• IT Operations
• Management
• Service Delivery
• Technical Support
• Vmware
• Risk Management
• Team Management
• Troubleshooting
• Tape Libraries
• Prince2
• Wireless Networking
• Raid
• Computer Hardware
• Infrastructure
• Excel Dashboards
• People Skills
• Switches
• Servers
• Itil
• San
• Requirements Analysis
• Vmware Esx
• Enterprise Backup
• Windows Server
• Itil V3 Foundations Certified
• Storage
• Enterprise Storage