Sunny Kumar

Looking for a job

IT Service Desk Team Lead

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

IndiaIT Service Desk Team Lead at Wipro Technologies

About

I'm looking to technical support , 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

IT Service Desk Team Lead
Wipro Technologies
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.
ServiceNowIncident ManagementEscalation ManagementSLAProcess AutomationUATProdRoot Cause AnalysisExecutive ReportingCross functional CoordinationCustomer SuccessMicrosoft CopilotRequest Management (ServiceNow)Team Leadership

Education

Sikkim Manipal University
Bachelor of Science in Information Technology from Sikkim Manipal University.

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About

Experience

IT Service Desk Team Lead

Wipro Technologies

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.

ServiceNowIncident ManagementEscalation ManagementSLAProcess AutomationUATProdRoot Cause AnalysisExecutive ReportingCross functional CoordinationCustomer SuccessMicrosoft CopilotRequest Management (ServiceNow)Team Leadership

Sunny Kumar

About

Experience

IT Service Desk Team Lead

Education

Sikkim Manipal University

Sunny Kumar

About

Experience

IT Service Desk Team Lead

Education

Sikkim Manipal University

IT Service Desk Analyst

Senior Executive – Operations

Technical Support

Sr. Associate – Customer Support

Associate – Customer Support Officer

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