Sukesh Shetty

Background

About Sukesh Shetty

Well Proficient in Incident Management, Change Management, Problem Management, Service request Management Ability to think critically and understand the dependencies in connected systems. Provide detailed technical designs for new technology deployments and monitoring concepts Strong organizational, analytical, and problem-solving skills. History of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the users while meeting deadlines. Critical attention to detail and solid creative problem-solving skills. Passion for solving operational and business problems. Experience supporting Field IT and Operation Partners in resolving and communicating high-severity problem impacts, defining root cause, and driving tasks to remove future risk. Experience communicating cross-functionally and across all management levels Good Exposure to ITSM ticketing tools, functions and their integration Detail-oriented, excellent analytical skills and a strong team player who works well with the immediate and extended team, and consistently puts the team above oneself. Ability to work in and keep up with a fast-moving environment via effective prioritization and time management. High Degree of ownership in all matters within IT infrastructure and root cause analysis Experience in high-severity triage, escalations and issue management Business management professional with 12 years of experience in Business Analyst, IT Consulting. Customer Service and Contact Centre Technology Sets strategic direction of the support experience working with the client’s steering committee to meet their needs Owns overall communications plan for support with the client Establishes and leads the development of the client’s support roadmap Understands current and anticipates future client needs and leverages experience to drive to future outcomes Identifies up sell and cross sell opportunities and works with Account Manager to qualify and close Collaborate with cross-functional teams supporting the client and resolve all open issues Ability to liaise and partner with Remote service, Support teams, Customer Support Manager, Account manager, Technical teams and Vendors Self-starter, willing to take ownership and work with minimal supervision and able to take direction from organization Senior management and leadership team Able to form an empathetic relationship with the customer whilst ensuring Enterprise ethics and code of conduct remain the guiding principles for all day to day activities.