Jul 2024 – Present · 1 yr 9 mos · Pune, Maharashtra, India

• ◦ Maintained Comprehensive Problem Records, lead technical investigations, and driven continuous
• improvement initiatives aligned with ITIL best practices through Strong Communication,
• Structured Governance, and Data-Driven decision-making.
• ◦ Partnered with cross-functional technical teams to conduct detailed Root Cause Analysis (RCA),
• coordinate Corrective And Preventive Actions(CAPA), to maintain Operational Integrity and
• ensure the resilience of the client’s IT infrastructure by mitigating the recurrence of systemic issues.
• ◦ Accountable for Identifying, Analyzing, and Eliminating the root causes of recurring incidents to
• strengthen long-term Service Stability.
• ◦ Focused on Reducing Operational Risk, preventing future disruptions, and Enhancing Overall
• Service Reliability, further identified gap areas and prepared plans for Continuous Service
• Improvement(CSI).
• ◦ Performed Trend Analysis and presented it to clients to Improve IT Operations.
• ◦ Implemented effective Known Error Database (KEDB) management practices, reducing mean
• time to resolution (MTTR), minimizing downtime and achieving higher user satisfaction.

Jul 2023 – Jul 2024 · 1 yr · Pune, Maharashtra, India

• ◦ Led end-to-end management of High Severity (P1/P2) Incidents to minimize business impact,
• delivered regular MIM communications to relevant Stakeholders.
• ◦ Oversaw a portfolio of 4-5 Concurrent Client Engagements, driving a 20–30% Improvement in
• Delivery Efficiency, consistently Achieving 95%+ Client Satisfaction scores and maintaining a
• 95% SLA Compliance Rate.
• ◦ Identified and implemented opportunities to improve Incident Response Efficiency, reduced
• MTTR, and enhanced Process Maturity.
• ◦ Published regular reports on Major Incident Trends and KPI Performances. Participated in
• Governance Reviews and Process Audits.
• ◦ Acted as the Governing Entity, coordinating efforts across technical towers — Applications,
• Infrastructure, Cloud, Network, Database, and Security.
• ◦ Handled Escalation Issues in case of high priority tickets not being worked upon within required SLA.
• ◦ Worked in the areas of Service Delivery Coordination with clients across the globe.
• ◦ Partnered with Service Delivery Managers(SDMs), Problem Management, and Change
• Management teams to strengthen Service Stability.

Oct 2021 – Jul 2023 · 1 yr 9 mos · Pune, Maharashtra, India

• Responsible for overseeing complex technical operations across a diverse range of technologies—including security, networking, WAN optimization, and more—for large enterprise customers. I hold end-to-end accountability for major incidents and overall service operations during my shift within Managed Services and Solutions. My role includes managing the full customer lifecycle, ensuring proactive and transparent communication, driving swift incident resolution, and collaborating with the Problem Management team to reduce recurring issues and strengthen long-term service stability.
• ◦ Ensured incidents are Logged, Categorized, Prioritized, and Resolved within defined SLAs.
• ◦ Ensured adherence to Incident Response and Resolution SLAs by Monitoring Performance
• Metrics, Coordinating with Technical Teams.
• ◦ Enforced ITIL guidelines, Escalation Paths, Service Levels, and Standardized Incident
• Handling Procedures.
• ◦ Monitored Incident Trends and Generated Reports for operational insights and executive
• reportings.
• ◦ Balanced Business Expectations with Technical Realities, Ensuring Transparency and Trust
• throughout the crisis, further maintained and improved the incident management to ensure client satisfaction and continuous improvement.