Kavish Srivastava
@kavishsrivastava
Results-driven IT Service Management leader with 15+ years improving CSAT, FCR, SLA compliance, and cloud operations.
IndiaWhat I'm looking for
I am an IT Service Management leader with 15+ years' experience driving Global Service Desk, Cloud Infrastructure, and End User Services improvements. I have led large-scale initiatives such as MFA rollouts, hardware refreshes, and governance programs that produced measurable gains in CSAT, FCR, MTTR, and SLA compliance.
Certified in PRINCE2, ITIL, CCNA and Six Sigma Yellow Belt, I combine structured process improvement, training and monitoring to stabilize operations and reduce escalations. My leadership delivered consistent performance improvements—quality scores, reduced ticket volumes, and high SLA adherence—while fostering team development and operational resilience.
Experience
Work history, roles, and key accomplishments
Senior Service Desk Manager
Capgemini India Pvt. Ltd.
Feb 2013 - Present (13 years)
Led global service desk and cloud infrastructure operations, improving CSAT by 17%, increasing quality scores 25%, reducing MTTR 19% and cutting outages from 15+ to ~1 per month through process, governance and rollout initiatives.
Lead – End User Services
IBM Global Process Services Pvt. Ltd.
Apr 2011 - Feb 2013 (1 year 10 months)
Directed end-user services initiatives that reduced AHT by 7.4 minutes and increased CSAT by 16% through knowledge base improvements, dashboards and targeted training programs.
Senior Technical Support Analyst
IBM Global Process Services Pvt. Ltd.
Jul 2009 - Mar 2011 (1 year 8 months)
Improved operational efficiency by reducing AHT and boosting CSAT by 16% through refined training, knowledge management and client-aligned support scope definition.
Technical Support Officer
HCL Technologies Ltd.
Nov 2007 - Jul 2009 (1 year 8 months)
Resolved 1,000+ network issues and improved uptime 15% while streamlining device and email setups, accelerating deployments and driving ServiceNow adoption to cut incident response time 40%.
Education
Degrees, certifications, and relevant coursework
Greater Noida Institute of Technology
Bachelor of Technology, Electronics & Communication Engineering
2002 - 2006
Grade: 66%
Completed a Bachelor of Technology in Electronics & Communication Engineering with a cumulative GPA of 66% from Jan 2002 to Dec 2006.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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