Sachin V.
Associate Consultant | IT Service Desk & Ops Leader | Certified People Manager – Gold | ITIL Master | 12+ Yrs of Enabling Business Continuity & Team Excellence
- Role
- Associate Consultant at HCLTech
- Location
- Rohtak, HR, IN
- LinkedIn followers
- 500 followers
About Sachin V.
IT Operations and Major Incident Management professional with 12+ years of experience…
Experience
Associate Consultant
Feb 2024 — Present · Noida, IN
Leading a 30-member Service Desk team (L1 & L2) supporting users globally, including VIPs- Managing ITSM via ServiceNow with strong focus on SLA, CSAT, and DSAT performance- Created real-time dashboards and reports to track backlog, agent performance, and SLA trends- Reduced backlog from 1500+ to under 100 in 3 months through team coaching and process fixes- Tools used: ServiceNow, Microsoft 365, Intune, AD, OKTA, MS Teams, Exchnage Online, Sharepoint, Power Bi etc- Achieved Certified People Manager – Gold Badge and completed ITIL Master Module, with a focus on driving operational excellence.
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