Greater Nuremberg Metropolitan Area
👋 Hello! I'm Jasmi K S, a dedicated IT Operations Manager with 7+ years of global experience in IT operations, customer support, and digital workplace transformation. I specialize in optimizing service delivery using automation, data analytics, and user-centric frameworks. I’ve successfully led cross-functional support teams, managed large-scale service desks, and implemented digital experience tools like Power BI, Nexthink, Moveworks, and AWS Connect to improve efficiency, reduce costs, and enhance customer satisfaction (CSAT). I’m passionate about creating seamless IT experiences, driving continuous improvement, and aligning IT operations with business goals. Currently, I’m open to IT Service & Operations roles in Germany and looking forward to contributing my expertise to diverse, forward-thinking teams. 🎯 Key Skills & Expertise: ✅ IT Service Management (ITSM) – ITIL® 4 Certified ✅Project Management Professional (PMP)® Certified ✅ Digital Experience Monitoring – Nexthink, Contact LENS ✅ Reporting & Automation – Power BI, PowerApps, RPA ✅ Cloud Telephony – AWS Connect, Persona-Based Call Routing ✅ Incident, Problem & Change Management (P1/P2 Handling) ✅ SLA Management, Vendor Coordination, Quality Audits ✅ AI Chatbot Enablement – Moveworks ✅ Team Leadership, Stakeholder Communication, Process Optimization 🌍 Actively seeking opportunities in Germany or remote/hybrid global roles. Let's connect if you're looking for a results-driven IT leader who thrives at the intersection of technology, service excellence, and user experience.
● Global Leadership & Team Governance 🔹 Scale of Operations- Directed a massive global service desk operation across four international sites, leading a total team of 90 members. 🔹 Performance Management- Set annual goals, performed yearly appraisals, and designed reward frameworks to maintain high productivity and morale. 🔹 Strategic Planning-Managed the end-to-end hiring process and resource planning to ensure headcount aligned with business requirements and efficiency targets. ● Asset & Infrastructure Management 🔹 Large-Scale Asset Lifecycle: Led a team of 25 system engineers responsible for the building, deployment, and recovery of over 15,000 global assets, including PCs, laptops, and mobile devices. 🔹 Inventory Precision: Successfully maintained an Asset Management database accuracy rate of 98%. 🔹 Infrastructure Coordination: Served as the primary Communication SPOC for Infrastructure IT, designing strategies for major releases via newsletters and enterprise social media. ● Innovation & Automation Projects 🔹 AI Implementation: Led the AWS Connect project, introducing persona-based intelligent call routing and AWS Contact Lens to analyze user sentiment in real-time. 🔹 Efficiency Gains- Achieved a 40% reduction in overall incidents and saved the equivalent of 17 FTEs through automation initiatives, including automatic ticket assignment and AI chatbots (MoveWorks/Xara). 🔹 Predictive Analytics- Utilized the Nexthink Digital Employee Experience platform to create live dashboards that proactively identified and healed technical issues before users reported them. ● Service Quality & Financial Impact 🔹 Cost Savings: Negotiated with vendors to achieve a 17% reduction in account costs. 🔹 Revenue Growth: Instrumental in onboarding new services that generated $76,000 in additional revenue. 🔹 CSAT Excellence: Awarded "Best Team Lead" and "Highest C-SAT Contributor" for consistently improving customer experience and service quality metrics.
Technical Process Trainer Client: OnQ PMS (Hilton) 🔹Resolved daily software issues for the OnQ Property Management System, used across 100+ Hilton properties. 🔹Supported 15+ L1/L2 support engineers, providing guidance on escalated tickets and ensuring accurate issue resolution. 🔹Monitored and managed 100+ open tickets weekly, ensuring timely responses and SLA compliance. 🔹Coordinated with 4+ internal teams during high-priority (P1/P2) incidents via real-time bridge calls. 🔹Led major incident response processes, maintaining SLA targets and issuing real-time updates to stakeholders. 🔹Conducted post-incident reviews for all P1s/P2s to identify root causes and implement corrective measures. 🔹Collaborated with infrastructure and application teams to deliver complete, timely resolutions. 🔹Mentored junior team members and maintained service quality across the support team. 🔹Delivered structured technical training for 50+ new client hires, ensuring complete onboarding and knowledge transfer. 🔹Led UAT and nesting sessions during process rollouts, driving readiness and operational accuracy.
Client: Flipkart 🔹Delivered voice and remote support to Flipkart customers, handling Level-1 service desk inquiries. 🔹Processed 100+ catalog entries weekly, ensuring proper product grouping and itemization as per client requirements. 🔹Performed daily D-SAT analysis and executed follow-up callbacks based on C-SAT feedback. 🔹Coordinated with multiple internal teams and external clients to resolve account and product issues. 🔹Ensured consistent adherence to defined process metrics and quality standards. 🔹Managed 50+ seller accounts, uploading and updating product listings to maintain accurate website content. 🔹Executed seasonal updates, ensuring promotional offers and product groupings were displayed as per seller guidelines during festival periods.