Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Trainings
International Exposure
Interests
Personal Details
Declaration
Timeline
AccountManager
Ishan Arora

Ishan Arora

IT Service Desk Manager
Goppingen,Germany

Summary

Enthusiastic MBA professional offering 8+ years of experience in Service Management with 13+ years of overall experience in Service Delivery. Always eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Service Desk Management, IT Service Delivery, Project Management and training in ITIL & Prince2 Agile. Motivated to learn, grow and excel in IT and Customer Services industry and ensuring people develop and grow alongside.

Overview

11
11
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
4
4
Languages

Work History

IT Service Desk Manager

TeamViewer
Goppingen, Baden Württemberg
11.2021 - Current
  • Lead the IT Service Desk Operations Globally
  • Develop, manage, and leading a team of 25 people across the global for first level and on-site support
  • Close global collaboration and extension of the follow-the-sun approach is essential
  • Act with the Service Desk team as single point of contact for service requests and incidents
  • Closely collaborate with the IT architects for End User Computing on development of the HW/SW portfolio and on the implementation on new products and solutions
  • Lead the ITIL Incident, Problem and Change Management processes
  • Maintain and develop the configuration of the IT Service Management toolset
  • Manage outsourcing partners for software distribution
  • Coordinate the IT part when on- and offboarding users
  • Take on responsibility of resource planning, training, and career development for the team
  • Create vision for the respective areas under your management
  • Provide input and participate in long-term IT strategy planning

Global Service Desk Manager

Wipro Limited
Gdansk
12.2020 - 10.2021
  • Manage all activities in the Gdansk delivery center
  • Client Relationship Management
  • Handling a team of 30 members
  • People management – Hiring, Leave Management, Rostering/Scheduling, Performance Management
  • Coordinates CSAT/Knowledge Manager and Escalation/Incident Manager and makes sure they are aligned
  • Supporting Delivery Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM – Workforce Management)
  • Ensuring process changes are implemented
  • Implementing performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs
  • Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center
  • Performing reviews on ageing of tickets and conducts pending ticket analysis with the Shift Leads
  • Reviewing escalations and implementing corrective and preventive actions on DC level
  • Initiating and managing against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)
  • Supervising performance of the team and being responsible for their qualification
  • Attending the weekly/monthly quality meeting, Resolver Group Team Leads meeting, and the SD weekly/monthly call.

Critical Incident Manager

Wipro Limited, Cloud Infrastructure Services
Gdansk
12.2016 - 12.2020
  • Senior member of the enterprise Critical Incident Management team with overall Accountability for Managing Major Incidents (crisis) for SaaS and IaaS and Cloud Infra services
  • Successfully delivering the Major Incident process, including; coordinating resolution of high severity incidents, scheduling and hosting PIRs and managing all communication with the Business/Stakeholders
  • Priority determination based on reported information as well as sensitive to future impact and risk to customers/stakeholders
  • Ensuring timely resolution of all Major incidents by driving the Major incidents call and engaging the correct service restoration teams (internal and external)
  • Maintaining a high quality business stakeholder communication for all Major incidents in timely manner
  • Building effective, positive working relationships with both our Third Party Service providers and the wider IT teams
  • Contributing to problem management, change management and knowledge management activities within the team, and undertaking Continual Service Improvements as a day-to-day activity
  • Responsible for the effective implementation of the Incident Management process and carries out the respective reporting procedure
  • Working closely in collaboration with the internal and external service providers to define and understand Service Level Agreements (SLAs) and Operational Support models
  • Attending Service Reviews and CAB sessions.

Senior Team Leader - Customer Service

Wipro Limited
Noida, Uttar Pradesh
07.2012 - 12.2015
  • Handling a team of 35 advisors
  • Solely responsible for their productivity, performance and hygiene
  • Auditing calls according to Quality Parameters set by the process and providing them proper feedback and coaching
  • Grooming, up skilling and proper career mapping
  • Arranging breathers and refreshers on every updates and changes and nominating for training and enhancing their skills as an individual
  • Motivating and guiding through proper reporting mechanism and feedback
  • Driving CPMs and helping the team to fulfill their KRAs as a team and as an individual
  • Meeting the SLA of the client and ensuring smooth delivery
  • Managing DSATs when required and publishing reports for site performance
  • Maintaining decks and displaying performance and progression through various data analysis methods
  • Publishing reports for all major KPI’s.
  • Built strong relationships with customers through positive attitude and attentive response.

Quality Analyst

Wipro Limited
New Delhi
05.2011 - 07.2012
  • Call Monitoring and Auditing
  • Training and Coaching/Feedback
  • Develop evaluation programs and Scorecard
  • Reporting weekly/monthly dashboards to the leadership
  • Compliance monitoring
  • Continual Service Improvement

Technical Support Executive

Kochar InfoTech Private Limited
Amritsar
01.2010 - 05.2011
  • Used to provide technical support for one of the biggest Indian Telco’s
  • I was part of Pilot project during the launch of 3G services on the mobile.

Education

MBA - Marketing

Manipal University
Jaipur, India
05.2021 - Current

Bachelor of Arts - General Studies

The Global Open University
Nagaland
06.2008 - 03.2011

Skills

  • Service desk team management
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Accomplishments

  • STAR Award from the Customer for Improving and Consistent SLA Deliverables.
  • Got selected as a SUPERHERO by CEO of UK’s Top Broadband Company for an all-expenses paid trip to United Kingdom for a week
  • Won Outstanding Contribution Award in last 2 Quarters for performance in Critical Incident Management
  • Delivered 2 Continuous Service Improvement projects in last 2 quarters for Service Improvement (MI’s vs Caused by Change & MTTR Improvement)
  • Won Top TM Award for 3 consecutive years on First Call Resolution and CSAT as a Senior Team Lead in IT Operations

Certification

  • Prince2 Agile

Trainings


  • Hands on experience of Service Now, FreshService and Remedy
  • Lean & Six Sigma Trained.
  • IELTS certified.
  • Agile Fundamentals Trained

International Exposure

  • Active Visa – Germany Blue Card till October 2025
  • Active Visa – B1/B2 United States of America till 2032
  • Short term Business Travel to UK
  • Long term Project assignment in Poland

Interests

  • Travelling
  • Cooking
  • Watching Cricket
  • Listening to Podcasts

Personal Details

  • DOB: 20th September 1989
  • Languages : English, German(A2), Hindi, Punjabi
  • Marital Status: Married
  • Nationality: Indian
  • Resident Country: Germany

Declaration

I agree to processing of my personal data contained in my CV or other documents attached to the CV (my recruitment application), for the purposes of recruitment for the position indicated in the job advertisement. In addition, I agree to the employer's processing of personal data contained in my recruitment application for future recruitment purposes.

Ishan Arora

Timeline

IT Service Desk Manager

TeamViewer
11.2021 - Current

MBA - Marketing

Manipal University
05.2021 - Current
  • Prince2 Agile
01-2021

Global Service Desk Manager

Wipro Limited
12.2020 - 10.2021
  • ITIL 4
01-2020

Critical Incident Manager

Wipro Limited, Cloud Infrastructure Services
12.2016 - 12.2020

Senior Team Leader - Customer Service

Wipro Limited
07.2012 - 12.2015

Quality Analyst

Wipro Limited
05.2011 - 07.2012

Technical Support Executive

Kochar InfoTech Private Limited
01.2010 - 05.2011

Bachelor of Arts - General Studies

The Global Open University
06.2008 - 03.2011

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