Sudheesh Madhu

Experience

• 

  The Park Hotel M G Road Bangalore

  Sept 2008 - Feb 2009

  Industrial Trainee

  6 months training in a 5 star hotel. Part of my 3 year Diploma curriculum.

• 

  Aditya Birla Minacs Worldwide Ltd.

  Oct 2010 - Jun 2011

  Process Associate

  Worked as Customer Support Executive for an American MNC Brand. It’s a Semi-technical process to help the customer to install the Application on their Mac or PC, resolving their account, billing issue, download issue and troubleshooting Mac & Win. Report customer complaints and concerns to the upper management via Email. Always been a reliable, flexible team member.

• 

  Ibm Global Service India Private Limited.,

  Sept 2011 - Nov 2013

  Operations-CRM

  Handle technical support-related queries for customers. Provide customers with prompt, reliable, and accurate information while communicating effectively. Ensure timely resolution while maintaining the highest level of quality support in every customer interaction.

• 

  IBM

  Aug 2015 - Jul 2022

  Manage the performance standards and practices of ITSM, Delivery Assurance, risk, and issue mitigation for service quality and excellence. Monitor, measure, analyze, and report delivery performance to delivery management and customers for service transparency and accountability. Manage problems and proactively lead investigations into known issues to ensure service and infrastructure stability.

  • Incident Manager

    Aug 2017 - Jul 2022

  • Senior Operations Analyst

    Aug 2015 - Jul 2017
• 

  Cognizant

  Aug 2022 - now

  Technical Lead

  Leading a team of incident, change, and problem managers, ensuring they are well-coordinated and working towards the company's goals. This includes overseeing their work, providing guidance, and resolving any issues that may arise. Collaborate with relevant teams to define the service portfolio roadmap, maturity path, and customer priorities and drive to continuously improve maturity levels.