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S Mucchukota

@smucchukota

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Service Manager driving operational excellence, customer retention, and high-performing support teams.

India

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What I'm looking for

I seek a senior service/operations role where I can lead global support teams, improve SLAs and CSAT, mentor staff, and drive continuous improvement.

I am a Service Manager with extensive experience leading global service desk operations across India, Bogota and Budapest, accountable for Service Levels, KPI & XLA, and client relationships for large Fortune accounts. I have led teams of 45+ resources, implemented training programs that improved service efficiency by 25%, and drove a 40% increase in customer retention through strong client engagement and process improvements.

I specialize in service delivery optimization, incident and request management, O365/Exchange administration, and performance analysis, with a background in quality assurance, training, and technical support. I focus on building high-performance cultures, continuous improvement, and resolving complex customer escalations while delivering executive-level reporting and governance.

Experience

Work history, roles, and key accomplishments

Global Service Manager

Unisys India Private Ltd.

Nov 2016 - Sep 2025 (8 years 10 months)

Led global service desk operations for Fortune clients, managing 45+ resources across India, Bogota and Budapest and improving customer retention by 40% through process improvements and staff development.

Service Desk Management Customer Retention Team Leadership Incident Management Remote Team Management

Senior Consultant - Quality Analyst / Trainer

Wipro BPO

Sep 2015 - Oct 2016 (1 year 1 month)

Trained and audited QA teams for Google My Business and AdWords projects, improving quality standards through feedback, calibration sessions, and vendor audits.

Training Auditing Audit Calibration Vendor Management Process Improvement

Senior Consultant - Quality Analyst

Sutherland Global Services Pvt. Ltd.

Jul 2013 - Jun 2015 (1 year 11 months)

Promoted to Senior Specialist in quality, managed web care routing and SLA adherence for Bell Canada ISP, reducing resolution delays through improved ticketing and processes.

Quality Assurance SLA Management Ticketing Customer Support Escalation Management Process Adherence Coaching

Senior Executive Process Trainer

Wipro BPO

Apr 2008 - May 2013 (5 years 1 month)

Led training and coaching for technical support teams (22–35 agents), driving CSAT, TPR, RPC and DSAT improvements and managing NPIs as single point of contact.

Training Coaching CSAT Knowledge Management Performance Management

Subject Matter Expert

Brigade Corporation

May 2007 - Mar 2008 (10 months)

Provided on-floor support and live-chat barging to meet resolution targets, escalated issues to category support and contributed knowledge-base articles.

Live Chat Barging Escalation Management Knowledge Base Client Communication Performance Monitoring

Technical Support Executive

M.N. Infosystems

Jan 2004 - Apr 2007 (3 years 3 months)

Provided technical support to home users and maintained LANs for educational institutions, handling OS installations, hardware troubleshooting and printer support.