Aravind Ghosh
@aravindghosh
Technical Team Lead specializing in service desk operations, incident management, and team leadership.
IndiaWhat I'm looking for
I’m a Technical Team Lead focused on service desk operations, incident management, and leading teams to deliver high-quality customer outcomes. With 8.1 years of expertise in ITSD and customer service, I build strong execution habits around restoration, communication, and service continuity.
At Infosys, I handle a team of 163 people, directing Service Desk response for Major Incidents and ensuring technical teams stay focused on restoration. I also run KPI and SLA tracking, manage P1/P2 outages as Incident Manager, and coordinate with L2/L3 teams for problem-solving and effective escalation handling.
I take a “Knowledge-First” approach by requiring analysts to link a Knowledge Base (KB) article to every resolved ticket and by conducting weekly trend analysis on service desk logs. I further audit and maintain the KMDB monthly to archive obsolete content so fixes stay current.
I’m also experienced in client management and team development—monitored team performance, strengthened client relationship handling, and provided feedback and solutions to improve day-to-day performance. I’m energized by continuous improvement, clear stakeholder updates, and creating processes that reduce repeat issues.
Experience
Work history, roles, and key accomplishments
Led a 163-person service desk/IT operations team, directing service desk responses for major incidents and managing P1/P2 outages as an incident manager. Tracked KPIs/SLAs, handled escalations, and supported knowledge management via knowledge-first practices and trend analysis.
Resolved user queries via calls in a timely and efficient manner. Monitored team performance, provided feedback for team development, and managed client relationships by handling escalated and sensitive client issues.
Customer Service Associate
Indigo Airlines
Sep 2019 - Mar 2021 (1 year 6 months)
Provided customer service while managing requests using a ticketing tool. Recognized for being a trustworthy and skillful employee.
Professional Supervisor
A K Electricals
Aug 2017 - Apr 2018 (8 months)
Handled clients and monitored daily activities, and was promoted within 6 months to SME and trainer responsibilities. Received best employee of the month and Ramp awards across consecutive quarters.
System Administrator
Gulbarga Net Broadband
Oct 2014 - May 2016 (1 year 7 months)
Provided system support for customers as a system administrator. Supported customer issues through ongoing customer-facing technical support.
Education
Degrees, certifications, and relevant coursework
Indian Institution of Engineers
B.Tech, Mechanical Engineering
2016 -
Completed B.Tech in Mechanical Engineering (year indicated: 2016).
Indian Institution of Engineers
Diploma in Mechanical Engineering, Mechanical Engineering
2013 -
Completed a Diploma in Mechanical Engineering (year indicated: 2013).
Nandi P U College
2010 -
Studied at Nandi P U College for the 12th level (year indicated: 2010).
Aditya Birla Public School
2007 -
Studied at Aditya Birla Public School for the 10th level (year indicated: 2007).
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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