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Tirtha D
@tirtha810
Service Desk Manager
Indien
Englisch, Hindi, Bengalisch
Über mich
I am an ITIL-certified Service Desk Manager with over 9 years of experience leading technical support and service operations across e-commerce, banking, and healthcare. I have a proven track record of managing teams of up to 200+ FTEs while driving SLA, KPI, and CSAT performance in 24x7 environments.
Kompetenzen
Tirtha D
offline •
Durchschnittliche Antwortzeit: 1 Stunde
Meine Dienstleistungen
Stressbewältigung
I will be your stress relief coach
Arbeitserfahrung
Operations Team Manager
Alorica • Vollzeit
Apr 2025 - Present • 1 yr 5 mos
Lead a high-performing operations team of 80 employees, including 3 Assistant Team Leads. Managed end-to-end service desk operations, overseeing people management and performance delivery against SLA, KPI, and CSAT targets. Design and facilitate ongoing training programs to strengthen staff skillsets and lift overall team performance while ensuring compliance with industry regulations.
Assistant Manager
Tech Mahindra • Vollzeit
Aug 2019 - Oct 2022 • 3 yrs 2 mos
Managed daily operations for 200 employees in international e-commerce, ensuring operational efficiency and team alignment. Implemented operational strategies while fostering client relationships across large-scale, multi-team operations. Delivered multiple projects on time and within budget while introducing new processes to improve outcomes.
