Vijay Kumar Sampath

About Vijay Kumar Sampath

o Over all 18 Years of total IT experience in IT Service Management field. o Extensive…

Experience

1. Information Technology Operations Manager

   Wipro

   May 2021 — Present · Bengaluru, IN

   Independently design new staffing schedule to improve man hour efficiency, capacity coverages.Implemented ITIL processes and procedures to streamline day to day activities in Global IT Service Desk.Implement IT Service Desk standards to align with ITIL standards.Manage the implementation of methodologies that continuously improve first call resolution, customer perceptions and foster strong client relationships.(End User Computing & Mobility), End User Support.Documented and implemented standard processes to streamline day-to-day work.Monitored and reported on monthly SLAs. Provided assistance & training on Customer correspondence.Provided performance feedback to the individuals by reinforcing the positive & coaching where needed.Foster team-oriented atmosphere within the staff and with other departments.Responsible for Managed services projects handling 1st level fault ticketing, Service request fulfillment Improve the operational systems, processes and policies in support of IT service desk.Manage and increase the effectiveness and efficiency of Support Services, by coordination and communication between Infra and App functions during weekly calls.Play a significant role in long-term planning, including an initiative geared toward operational excellence.Monthly OR’s with EUS-Service Manager / Region on Performance and plans to improve the support boundaries.Supervise and coach Shift Leads on a weekly basis.Scheduling, Staffing and Forecasting for the future quarters.Participating actively on the management and technical calls organized by other teams and Vendors.Responsible for SIP/CSI for Service desk operations.Highlighting the repeat callers, ticket duplication, Top call drivers and work with the Service management, Onshore SD lead and other teams to cut down the SD volume.

Skills

• People Management
• Team Management
• Crm
• Itil
• Incident Management
• IT Service Management
• Change Management
• Infrastructure
• Customer Relationship Management (Crm)
• IT Strategy
• Problem Management
• Team Leadership
• Service Delivery
• Technical Support
• Itil Process
• Itil V3 Foundations Certified
• Major Incident Management
• Service Improvement
• Service Operations
• Sla
• Service-Level Agreements (Sla)
• IT Operations
• Service Management
• Service Desk
• Outsourcing