Sanket Kulkarni
AVP - Enterprise Service Operations - Command Centre
- Role
- Customer Service Lead at ANZ
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Sanket Kulkarni
With over 18 years of extensive experience in service management, I specialize in driving…
Experience
Customer Service Lead
Feb 2019 — Present · Bengaluru, IN
As a Customer Service Lead in the ANZ Command Centre, I am responsible for managing mission-critical internal banking applications, including payments platforms, internet banking, digital services, and Australia operations systems. I lead end-to-end application support, ensuring operational stability, seamless customer transactions, and a robust incident response framework.With a focus on service excellence, I drive continuous improvement through automation, innovation, and simplification, significantly reducing manual interventions and enhancing accuracy, reliability, and speed. I proactively design and implement standardized processes, backed by detailed documentation, to maintain high-quality support operations and knowledge consistency.Key Responsibilities: • Spearheading incident restoration with minimal business impact • Ensuring strict SLA compliance for incident response and resolution • Leading service improvement initiatives. • Driving automation of repetitive manual tasks to boost efficiency and reduce errors • Collaborating with cross-functional teams for platform resilience and proactive monitoring • Establishing runbooks and process documentation aligned with ITIL best practices • Promoting a culture of accountability, agility, and innovation within the support team.
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