Rohit Srivastava

• Lead end-to-end IT service delivery for multiple enterprise clients.
• Manage incident, problem, change, and major incident processes.
• Achieve 98%+ SLA compliance and consistent KPI/NPS targets.
• Drive vendor selection via RFPs and negotiate SOWs generating 15-20% cost savings.
• Improve resource utilization by 20% through optimized capacity planning.
• Lead and mentor teams of 40+ members.
• Maintain strong communication between stakeholders, management, and teams.
• Lead, train, and mentor teams to improve performance and engagement.
• Plan and execute projects while ensuring scope, quality, timeline, and budget
adherence.
• Optimize resource allocation to maximize utilization and productivity.
• Number of projects handled: 18+ Global Projects.
• Managed project budgets ranging from USD 800K to USD 1.1B.
• Managing 1000+ tickets/month.

• Delivered L2/L3 technical support.
• Maintained 95%+ CSAT and SLA adherence.
• Provided technical support to customers via phone and email.
• Managed incident and case resolution ensuring customer satisfaction.
• Generated reports, tracked follow-ups, and ensured SLA compliance.
• Participated in training and development initiatives.
• Contributed to revenue generation through product sales.

• Managed tickets resolution and closure.
• Maintained accuracy and adherence to workflows.
• Supported continuous process improvement initiatives.

• Provided technical support and troubleshooting for data cards.
• Managed corporate accounts PAN India.
• Developed training material and supported new hire onboarding.
• Delivered voice, web, and technical support to customers.