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Sunny Kumar

@sunnyksinha

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I lead enterprise service desk escalations, improve customer journeys, and deliver SLA-driven incident resolution.

India

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What I'm looking for

I'm looking to lead service delivery, customer operations, and high-impact incident resolution while driving automation, SLA performance, and measurable customer experience improvements.

At Wipro, I lead IT service desk escalations for Northern Trust, coordinating Technical Support, Product, Engineering, Field Services, NOC, and Operations through end-to-end resolution. I serve as the single point of ownership for high-impact issues, provide executive reporting, and drive automation from UAT through production sign-off.

I've supported US and UK telecom clients including T-Mobile, Sprint, AT&T, TalkTalk, and iD Mobile across post-paid billing, order-to-activation, broadband orders, credit processing, and complex ticket resolution. My work has focused on reducing ticket fallouts, resolving escalations within SLA, and turning customer feedback into practical process improvements.

With more than 10 years in customer operations, I build accountability across teams and keep the customer voice visible in service delivery decisions.

Experience

Work history, roles, and key accomplishments

IT Service Desk Team Lead

Wipro Technologies

Feb 2024 - May 2026 (2 years 3 months)

Act as single point of ownership for high-impact escalations, leading cross-functional coordination for end-to-end incident resolution. Drive process automation and provide executive-level reporting to ensure SLA compliance and customer satisfaction.

ServiceNow Incident Management Escalation Management SLA Process Automation UAT Prod Root Cause Analysis Executive Reporting Cross functional Coordination Customer Success Microsoft Copilot Request Management (ServiceNow)Team Leadership Team Management Teamwork

IT Service Desk Analyst

Wipro Technologies

Dec 2021 - Jan 2024 (2 years 1 month)

Owned full customer experience across all products and touchpoints, ensuring continuity from issue identification through resolution. Identified service delivery breakdowns and developed remediation plans with defined owners and timelines.

Incident Management Escalation Management Customer Experience Process Improvement Salesforce Salesforce CRM Administration Email Support

Senior Executive – Operations

Concentrix

May 2019 - Dec 2021 (2 years 7 months)

Delivered end-to-end post-paid billing support and real-time issue resolution for US telecom customers via chat. Monitored billing workflows to reduce ticket fallouts and improve first-contact resolution.

Amdocs CRM Nuance Zimbra Billing Support Customer Service Issue Resolution Process Improvement

Process Associate

Amdocs

Feb 2019 - May 2020 (1 year 3 months)

Managed order-to-activation workflows for AT&T subscribers, ensuring accuracy and reliability at every stage. Resolved escalated tickets within SLA and coordinated with cross-functional teams for complex issue resolution.

Amdocs CRM SLA Management XML Process Automation

Sr. Associate – Customer Support

Tech Mahindra Ltd.

May 2016 - Dec 2018 (2 years 7 months)

Processed broadband installation and cease orders, verifying customer details for accuracy. Investigated billing disputes and credit requests, applying appropriate credit policy codes and managing escalated tickets.

Jira Openreach Order Tracking Tool Billing Disputes Credit Processing SLA Management

Associate – Customer Support Officer

Mphasis Pvt. Ltd.

Sep 2013 - Aug 2015 (1 year 11 months)

Resolved inbound telecom billing tickets and customer queries, providing accurate product and service information. Maintained detailed records and escalated unresolved issues to senior departments.

Billing Support Customer Service Issue Resolution Documentation