Bengaluru, Karnataka, India
I'm a dedicated and results-oriented Manager in IT Operations with a proven track record of driving excellence in IT operations. Currently, I lead the IT operations team for Danske Bank, where I leverage my ITIL4 certification to ensure streamlined processes and top-tier user support.
Lead and mentor a team of 40 engineers, including team leads and SMEs, fostering a collaborative and high-performance culture. Manage daily IT operations, ensuring timely and effective resolution of incidents and service requests. Monitor and analyze ServiceDesk volumes, identifying trends and implementing strategies to optimize performance. Drive the team to focus on quality, ensuring adherence to SLAs and delivering exceptional end user service. Collaborate with the IBM team to initiate Danske Bank's AI journey, integrating AI solutions into IT operations. Successfully handle and execute multiple projects, ensuring on-time delivery and minimal disruption to operations. Implement process improvements and best practices to enhance the efficiency and effectiveness of the IT ServiceDesk. Regularly review and update operational procedures to ensure compliance with industry standards and regulatory requirements. Mentor interns and provide dedicated support to team members, facilitating their professional growth and skill development. Manage relationships with stakeholders, ensuring their requirements and expectations are met. Oversee vendor management, negotiating contracts and ensuring service levels are maintained. Demonstrate a strong work ethic, going above and beyond to deliver exceptional results. Exhibit strong problem-solving skills and a proactive approach to addressing challenges. Maintain excellent communication and interpersonal skills, enabling effective collaboration with stakeholders at all levels.