Mansi Katiyar
Bochum
Summary
Strategic IT Operations Manager with 7 years of experience in service delivery, vendor management, and IT support. Currently driving operational excellence at HCL Tech Germany, overseeing field services and multi-site operations. Skilled in risk mitigation, process optimization, and cross-functional collaboration to enhance efficiency and SLA performance. Adept at stakeholder engagement and aligning IT services with business goals. With experience across India and Germany, I bring a global perspective to IT operations and service management.
Overview
7
7
years of professional experience
Work History
Regional Operations Manager
HCL Tech Germany
09.2023 - Current
- Revamped IT Managed Services Operations, resolving 10+ critical issues (resource unavailability, vendor mismanagement, process inefficiencies), achieving 100% SLA adherence
- Reduced escalations by 90% through enhanced vendor management, workforce planning, and process standardization
- Reduced high ageing backlog, improved ticket hygiene, and addressed knowledge gaps by facilitating targeted training, enhancing team performance and service quality
- Achieved an asset stock audit score of 98%+, up from the 62%, enhancing asset tracking and visibility
- Oversee IT field service operations across five locations, ensuring seamless service delivery
- Manage vendor relationships, enforce SLA compliance, and track performance to drive service excellence
- Conduct stakeholder meetings to align IT service strategies with business objectives
- Implement process optimizations, reducing service downtime and improving response times
- Drive incident and problem management, ensuring rapid escalations and efficient resolutions
- Coordinated with other regional managers to share best practices, streamline processes, and improve overall organizational effectiveness.
- Enhanced customer satisfaction through effective communication and problem-solving strategies.
Service Desk Team Lead
HCL Tech India
12.2020 - 08.2023
- Led the transition of support services from another provider to HCL, ensuring smooth knowledge transfer, team training, and process documentation
- Improved CSAT from 90% to 98% and FTF from 77% to 95% within five months post-transition, meeting contractual SLAs
- Automated 80% of service requests (2021-2023), reducing manual workload for GAM/ID Admin teams and enhancing efficiency
- Spearheaded PC Break-Fix Project across 30+ sites, replacing out-of-warranty devices, streamlining asset management, and completing the project within six months
- Managed day-to-day service desk operations, ensuring SLA compliance and service excellence
- Conducted process training and knowledge management to improve service quality
- Led and optimized Virtual Tech Bar for L2 support via calls, Teams, and MyIT Live video support using Yealink devices
- Collaborated with cross-functional teams to enhance IT service delivery and process standardization
- Tested and optimized ServiceNow Workspace, Bomgar, ensuring seamless functionality
- Evaluated & tested ServiceNow upgrades (Quebec to Utah), ensuring smooth transitions before production deployment
- Designed and implemented self-service automation, reducing ticket volume and increasing efficiency
IT Support Specialist
HCL Tech India
05.2018 - 12.2020
- Provided technical support to German-speaking users for software and hardware issues
- Managed incident resolution, troubleshooting Windows, network, and enterprise applications
- Worked on ITSM tools (ServiceNow, BMC Remedy) for ticket tracking and reporting
- Delivered exceptional customer service, reducing repeat incidents and improving CSAT scores
- Managed high levels of call flow and responded to technical support needs.
Education
Bachelor of Arts -
CSJM University
07-2016
Skills
- Team Leadership & People Management
- Problem-Solving & Critical Thinking
- Collaboration & Cross-Functional Coordination
- Adaptability & Resilience
- Customer-Centric Approach
- Workblaze/Systrack Experience
- Optibot Proficiency
- ServiceNow Workflow Management
- Bomgar Support Expertise
- Smart Lockers
- IT Vending Machines
- Microsoft 365 Proficiency
- SLA, KPI & Compliance Management
Languages
English (Native)
German (basic)
Hindi (Native)
Timeline
Regional Operations Manager
HCL Tech Germany
09.2023 - Current
Service Desk Team Lead
HCL Tech India
12.2020 - 08.2023
IT Support Specialist
HCL Tech India
05.2018 - 12.2020
Bachelor of Arts -
CSJM University
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