Bangalore-KA Team Leader-IT Operations and Triage Services Handling a core operations Team comprising of 2 subject Matter Experts and 24 Analysts for the Service Desk. Daily client coordination in terms of reports and as well as handling issues pointed out by client. Accountable for Voice, non-voice and Triage Services for NL. Controlled, bifurcated and reduced negative incidents and acted as a Single point of contact for Complaints, Escalations and Feedback. Chaired the Monthly review calls for All Remote Support Teams with clients. Initiated a Continuous Service Improvement bi-weekly call to enhance and increase scope of Support. Successful transitioning and setup of 3 projects from Client services to Support Services without any Downtime. Conceptualized and implemented the framework for OOH Support resulting in change of Support Hours and Headcount, with sustained Blue service ensuring change in Scope/OLA. Maximized Team Performance by monitoring and mentoring for Call/Chat/Web-tickets. Coaching and bi-weekly Performance feedback to bridge any gaps to enable Optimum performance, Goal card discussion for the Month And Yearly Appraisal Data discussion. Initiated POGO Corner to build, strengthen and nourish Employee engagement and retention and Fun Forum for Effective feedback for improving the Morale of the Desk.