Open to opportunities

Yameen Patel

@yameenpatel

Message

Tech Lead in IT service desk, leading L1/L2 teams for SLA-driven, customer-centric support.

India

Message

What I'm looking for

I’m looking to lead IT service desk and incident operations where I can own SLAs, manage L1/L2 teams, handle critical escalations, and drive ITIL-based problem management, knowledge improvement, and continuous service efficiency for strong CSAT.

I’m a Tech Lead focused on running high-performing IT service desk operations. I lead daily support for retail store users and corporate systems, manage L1/L2 teams, and monitor queues in real time to keep incidents and service requests within SLA and KPI targets.

I take ownership of critical escalations, coordinate with infrastructure, application, and third-party vendors, and drive problem management using ticket trend analysis. I also strengthen service quality through ITIL-aligned Incident, Problem, and Change Management, knowledge management via SOPs and troubleshooting guides, and continuous improvement supported by daily/weekly reporting and team coaching.

Experience

Work history, roles, and key accomplishments

Current

Tech Lead

Current

Cognizant Information India Private Limited

Jan 2023 - Present (3 years 6 months)

Led daily service desk operations supporting retail store users and corporate systems, ensuring service delivery and SLA/KPI compliance. Managed L1/L2 support, handled critical escalations, coordinated with vendors for high-priority incidents, and drove ITIL-aligned incident, problem, and change management.

Service Desk Operations Incident Management ITIL Incidents Change Management L1 L2 Support Escalation Handling Vendor coordination Problem Management Knowledge Management SOP Development ServiceNow Jira Reporting

System Engineer

Trigent Softwares India Private Limited

Jan 2022 - Jun 2023 (1 year 5 months)

Provided L1 technical support via calls, chats, and emails, resolving desktop, laptop, VPN, network connectivity, Outlook, Office 365, and enterprise application issues. Managed incidents and service requests in ServiceNow/Jira/Remedy, followed SLA and escalation processes, performed Active Directory account tasks, and contributed to knowledge base and ITIL Incident/Request workflows.