Over 14 years of IT Service management experience, managing 1st and 2nd line global service desk teams including designing, transitioning and integrating service desk and ITIL service operation processes. I’ve had direct Line management responsibilities of 10 Service Desk team leads and shift leads who deliver the BAU activities of Nestle Global Service desk, Desk side support teams, Access Management, Request Fulfilment and Collaboration services team (Responsible for AV equipment).I have excellent business stakeholder management skills, and worked in a Service Manager capacity,  conducting monthly IT service reviews at Markel Insurance Ltd. I’ve developed and managed the communication strategy during major incidents. I’ve driven Continuous Service Improvements (CSI) to increase operational efficiency of Service Desks and improve CSAT.

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