Hemanth Kesavalu
@hemanthkesavalu
Service delivery leader driving customer-centric ITSM, operational excellence, and high-performing teams.
IndiaWhat I'm looking for
I am a Service Delivery Specialist with 13+ years in IT managed services, service desk operations, and technical support, including 4+ years in leadership roles. I lead teams to deliver exceptional end-user experiences by applying ITIL best practices and continuous improvement.
I have hands-on experience across Incident Lifecycle Management, Major Incident & Problem Management, and Service Request Fulfilment, and I’ve driven measurable improvements in SLAs and KPIs. I’m skilled in implementing process optimizations, knowledge management, and automations that reduce volumes and improve resolution times.
Notable achievements include improving First Call Resolution by 15% through L2 integrations, reducing actionable email volume by 20% via ServiceNow automation, and successfully leading teams through project transitions while maintaining service quality.
I am a people-centered leader who builds high-performance teams, creates training materials and SOPs for smooth onboarding, and collaborates with stakeholders to align service delivery with business needs.
Experience
Work history, roles, and key accomplishments
IT Operations Lead
Commonwealth Bank India
Nov 2023 - Apr 2025 (1 year 5 months)
Led IT operations and service delivery, driving process improvements and SLA adherence across teams; implemented automation and knowledge initiatives to improve service quality and reduce operational costs.
Service Desk Team Lead
NTT India GDC
Apr 2018 - Nov 2023 (5 years 7 months)
Managed a high-performing service desk team, improved first-call resolution and operational metrics, and led onboarding, training, and vendor coordination to maintain service levels.
Service Desk Analyst
Sequel Mynd
Feb 2015 - Mar 2018 (3 years 1 month)
Provided technical support and ticket resolution across incidents and service requests, contributed to knowledge base development, and supported continuous improvement initiatives.
Technical Support Engineer
Dell Technologies Pvt Ltd
Aug 2011 - Nov 2014 (3 years 3 months)
Delivered technical support for enterprise customers, managed incident queues and escalations, and contributed to process documentation and quality improvements.
Education
Degrees, certifications, and relevant coursework
Dr. C V Raman University
Bachelor of Computer Applications, Computer Application
2011 -
Completed B.C.A. (Bachelor of Computer Applications) with coursework in computer applications and related IT subjects.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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