Ashwani Saluja
@ashwanisaluja
Operations leader driving ITIL service excellence and continuous improvement.
IndiaWhat I'm looking for
I am a dynamic operations leader with 15+ years of progressive experience in BPO service delivery and IT-enabled operations, specializing in ITIL-aligned service management, SLA governance, and process re-engineering. I have led teams of 25+ to deliver operational excellence, implement automation, reduce turnaround times, and improve client satisfaction through data-driven decisions and workforce planning.
I have championed succession planning, knowledge management, and client-focused service transitions, acting as SPOC for automation rollouts and delivering measurable outcomes such as >90% SLA adherence and 20% reductions in incident backlog and manual errors. I bring strong stakeholder engagement, advanced Excel reporting, and a continuous improvement mindset to drive sustainable business growth.
Experience
Work history, roles, and key accomplishments
Sr. Team Leader
Concentrix India Services
Jan 2017 - Present (9 years 2 months)
Partnered with operations leadership to drive ITIL-aligned service delivery for a 25+ member team, improving SLA adherence to >90% and reducing incident backlog by 20% through roster redesign and real-time dashboards.
Team Leader
Concentrix India Services
Jan 2012 - Jan 2017 (5 years)
Directed teams up to 25 members to consistently meet client KPIs, mentored staff to improve performance, and optimized queue management to enhance operational efficiency.
Tech-Lead / Trainer
Concentrix India Services
Jan 2009 - Jan 2012 (3 years)
Designed and delivered technical and customer support training, established training sites, and improved team capabilities through workshops and assessments.
Technical Support Associate
Concentrix India Services
Jan 2006 - Jan 2009 (3 years)
Resolved technical issues to maintain high customer satisfaction and improved processes to reduce recurring incidents and manual errors.
Customer Care Associate
iEnergizer
Apr 2006 - Oct 2006 (6 months)
Handled escalated chat-based customer issues with professionalism, ensuring policy compliance and service quality from Apr 2006 to Oct 2006.
Education
Degrees, certifications, and relevant coursework
Sikkim Manipal University
Master of Science, Information Technology
Completed a Master of Science in Information Technology in 2005.
Dr. B.R. Ambedkar University
Bachelor of Science, Mathematics
Completed a Bachelor of Science with a focus on Mathematics in 2001.
Agra Public School
Senior Secondary Certificate, Senior Secondary
Completed Senior Secondary education in 1998.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
Interested in hiring Ashwani?
You can contact Ashwani and 90k+ other talented remote workers on Himalayas.
Message AshwaniFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
