# Suresh Pattar Suresh Pattar is a remote worker on Himalayas, Associate Manager, End User Support Services & SIO at DXC Technology Pvt Ltd, based in India. Source: https://himalayas.app/@sureshpattar ```text IT Service Delivery Leader at DXC Technology, improving incident resolution by 30% and developing AI agents and automation workflows. ``` | Detail | Value | | --- | --- | | Availability | Looking for a job | | Location | India | | Authorized to work in | India | | Salary expectations | 225k+ INR | | Job categories | IT Service Delivery Manager, IT Operations Manager, IT Service Manager, Service Desk Manager | | Skills | IT Service Delivery, IT Operations, IT Service Management, Customer Relationship Management, Service Governance, SLA Management, KPI Management, Incident Management, Major Incident Management, Problem Management, Root Cause Analysis, Change Management, Continuous Service Improvement (CSI), Workforce Planning, Capacity Planning | ## About ```text At DXC Technology Pvt Ltd, I serve as a client-facing service delivery leader across End User Support, Service Desk L1/L2, Site IT Operations, and Security Incident Operations. I own governance for 40+ FTEs and drive a 30% reduction in incident resolution time. I coordinate client stakeholders, delivery teams, resolver groups, and vendors through escalations and service-impacting incidents. Through disciplined incident response and governance, I contributed to a 20% improvement in service uptime. At IBM India Pvt Ltd / Kyndryl India Pvt Ltd, I helped recover a critical client relationship to steady state while supporting 200+ global resources, helping avoid more than $2M in penalties. I also develop AI agents and automation workflows to reduce incoming volume and manual effort, and have applied ITIL v4, Six Sigma, and service improvement methods across operations. ``` ## Experience ### Associate Manager, End User Support Services & SIO (current) [DXC Technology Pvt Ltd](https://himalayas.app/companies/dxc-technology). Jan 2023 - Present ```text Client-facing service delivery leader for End User Support, Service Desk L1/L2, Site IT Operations, and Security Incident Operations. Owns governance for 40+ FTEs, drives Incident and Major Incident Management, and leads Continual Service Improvement initiatives. ``` Skills: ITSM, ITIL, ServiceNow, Incident-Management, Major-Incident-Management, Problem-Management, Change-Management, SLA-Management, KPI-Management, Stakeholder-Management, Escalation-Management, Workforce-Planning, Power-Automate, AI-Workflows, Generative-AI ### Operations First Line Manager IBM India Pvt Ltd / Kyndryl India Pvt Ltd. Nov 2016 - Dec 2022 ```text Recovered a critical client relationship to steady state, avoiding over $2M in penalties while supporting 200+ global resources. Owned daily service operations, workforce planning, and SLA performance across globally integrated teams. ``` Skills: Service-Delivery, Operations-Management, Workforce-Planning, SLA-Management, Customer-Relationship-Management, Escalation-Management, Quality-monitoring, ChatOps, Agile-Implementation ### Technical Team Leader IBM India Pvt Ltd / Kyndryl India Pvt Ltd. Dec 2017 - Jan 2019 ```text Led cross-functional technical teams delivering complex initiatives, aligning technical priorities with business objectives. Coordinated communication between technical and non-technical stakeholders and led enterprise OS migration workflows. ``` Skills: Team-Leadership, Stakeholder-Communication, Project-Coordination, OS-Migration, Process-Improvement, service-reliability ### Senior Technical Support Representative IBM India Pvt Ltd / Kyndryl India Pvt Ltd. Jan 2016 - Dec 2017 ```text Resolved complex technical incidents through structured troubleshooting and end-to-end ticket ownership. Created troubleshooting procedures and knowledge articles, and trained junior support staff on advanced diagnostics. ``` Skills: Technical-Support, Troubleshooting, Incident-resolution, SLA-Management, Knowledge-Management, Training ### Associate Team Leader 24/7 Customer Pvt Ltd. May 2014 - Oct 2016 ```text Led a technical support team handling complex customer issues, improving first-call resolution by 30% and strengthening customer satisfaction. Monitored daily service operations, performance, workflow, and quality. ``` Skills: Team-Leadership, Technical-Support, First-Call-Resolution, Customer-Satisfaction, Performance-Monitoring, Coaching, Training ## Education ### Nitte Meenakshi Institute of Technology Bachelor of Science, Electrical Engineering ```text Bachelor of Science in Electrical Engineering from Nitte Meenakshi Institute of Technology, Bengaluru, completed in May 2012. ``` ## Tech stack - Jira - AWS - Microsoft 365 To contact Suresh, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire). ## People also viewed - [Kunal Arya](https://himalayas.app/@kunalarya): Service Management Lead (Incident Manager), NTT DATA Information Processing Service Pvt. Ltd - [Zartab Miya](https://himalayas.app/@zartabmiya): Senior Manager IT Operations, Norwin Technologies India Pvt Ltd - [Arjun Dhall](https://himalayas.app/@arjundhall): Service Delivery Lead, Tata Consultancy Services - [Saurabh Tiwari](https://himalayas.app/@saurabhtiwari2): Customer Success Manager, Feat Systems - [Mirza Furkhan Ali Baig](https://himalayas.app/@mirzafurkhanalibaig): Service Desk Lead, HCLTech - [Arjun Singh](https://himalayas.app/@arjunsingh6): IT Service Management Lead, Accenture - [Jeeva Karthik N](https://himalayas.app/@jeevakarthikn): Service Delivery Manager, DBiz Ai Solutions - [Sridharan Sudarshan](https://himalayas.app/@sridharansudarshan): Senior Manager, Service Delivery & Technology Operations, Black Box Network Services - [Hanan Khaleef](https://himalayas.app/@hanankhaleef): Digital Transformation Lead, IDP Education - [Mayur Dongre](https://himalayas.app/@mayurdongre): Sr. Service Delivery Manager (BFSI), Equifax Analytics Pvt. Ltd.