Imdad Hussain
Specialist Lead Global Service-desk at HCl tech| Senior e support offer at Ex-24-7 intouch| Customer service manager at Ex- ICICI Lombard| Associate at Ex-Wipro|
- Role
- Shift Team Lead at HCLTech
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Imdad Hussain
Results-driven IT professional with over 8+ years of experience specializing in Service Desk leadership and IT Operations. Proven expertise in managing end-to-end shift operations, supervising cross-functional teams, and maintaining high SLA compliance for global clients. Expert in ServiceNow ITSM workflows, Citrix VDI management, and Active Directory integration. Recognized for driving operational efficiency through strategic optimization and fostering inclusive, high-performance team environments.
Experience
Shift Team Lead
Aug 2025 — Present
Manage end-to-end shift operations in the IT Operations Centre.Supervise and guide a team of engineers/analysts, ensuring smooth service delivery.Act as the first point of escalation for shift-related and client issues.Coordinate and communicate effectively with US clients, providing timely updates and escalation management.Ensure compliance with SLAs, incident management, and reporting standards.Oversee shift handovers, prepare shift reports, and present updates to senior management.Mentor, coach, and motivate team members to meet operational and performance goals.Drive adherence to ITIL processes and organizational policies.
Education
Malla Reddy (MR) Deemed to be University
Master's degree, vlsi
2015 — 2017
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