Jul 2017 – Sep 2022 · 5 yrs 2 mos · Bengaluru, Karnataka, India · On-site

• Owned the ServiceNow ITSM product strategy and roadmap to deliver reliable, scalable, and business‑aligned ITSM capabilities
• Prioritized the ITSM backlog based on business value, risk reduction, and operational impact, maximizing platform ROI
• Translated ITSM process strategy into ServiceNow solutions that improved speed, quality, and governance across operations
• Drove automation and self‑service enablement to reduce manual effort, accelerate resolution, and lower cost‑to‑serve
• Embedded data quality, risk, and compliance controls by design to improve reporting confidence and audit readiness
• Defined and drove ITSM KPIs and product success metrics to enable measurable performance improvement and leadership visibility
• Aligned global stakeholders and led structured releases to ensure adoption, predictability, and platform stability

Sep 2015 – May 2017 · 1 yr 8 mos · Greater Bengaluru Area · On-site

• Owned the end‑to‑end ITSM process lifecycle to ensure reliable, efficient, and business‑aligned service delivery
• Defined and enforced global process standards, policies, and controls to drive consistency, compliance, and operational discipline
• Embedded risk‑based governance mechanisms to protect service stability and reduce operational and audit exposure
• Established process KPIs and success measures to improve performance, predictability, and accountability
• Partnered with platform, product, and operations teams to ensure process intent was effectively enabled through tooling (e.g., ServiceNow)
• Led continuous process improvement initiatives to reduce failure demand, rework, and operational inefficiencies
• Strengthened process adoption through training and communication to improve execution quality across teams

Aug 2014 – Sep 2015 · 1 yr 1 mo · Bengaluru, Karnataka, India · On-site

• Set and enforced the global Change Management strategy and governance model to enable safe, predictable, and auditable change delivery
• Governed high‑risk, high‑impact, and business‑critical changes to protect service availability and customer confidence
• Established and ran effective CAB / CCB decision forums to balance speed, risk, and business priorities across regions
• Embedded risk‑based approval guardrails and controls to reduce change failures, emergency changes, and unplanned disruptions
• Defined and tracked change performance metrics to improve change success rates and leadership visibility
• Partnered with infrastructure, applications, security, and operations teams to align change execution with enterprise needs
• Continuously optimized the change process and adoption model to reduce friction while maintaining strong governance and control

May 2012 – Jul 2014 · 2 yrs 2 mos · Bangalore · On-site

• Led end‑to‑end Major Incident and Problem Management to restore critical services quickly and prevent repeat business disruptions
• Established structured incident and problem governance models to ensure clear ownership, escalation, and disciplined decision‑making
• Coordinated cross‑functional war rooms and recovery efforts to minimize customer impact and service downtime
• Drove comprehensive root cause analysis and corrective actions to address underlying issues and improve long‑term stability
• Provided clear and timely executive and stakeholder communications during critical incidents and post‑incident reviews
• Defined and tracked incident and problem performance metrics to reduce MTTR, recurrence, and failure demand
• Improved operational readiness and resilience through playbooks, standard operating procedures, and prevention‑focused practices

Jul 2010 – Apr 2012 · 1 yr 9 mos · Greater Bengaluru Area · On-site

• Owned the end‑to‑end Incident Management lifecycle to restore services quickly and minimize business disruption
• Established strong incident governance and escalation controls to ensure timely decision‑making and accountability
• Led rapid triage and coordination across resolver teams to improve response times and reduce service downtime
• Ensured consistent, high‑quality stakeholder communications to maintain transparency and service confidence
• Monitored and improved incident performance through KPIs to reduce MTTR, improve SLA adherence, and stabilize operations
• Analyzed incident trends and recurring issues to enable proactive prevention and input into Problem Management
• Strengthened incident process compliance and execution quality through standards, coaching, and continuous improvement

Jun 2008 – Apr 2010 · 1 yr 10 mos · Bengaluru Area, India · On-site

• Delivered end‑to‑end IT service operations across Service Desk, Incident, Change, and Problem Management, supporting high‑volume enterprise users.
• Acted as a frontline service assurance owner, ensuring SLA adherence, service availability, and timely issue resolution.
• Supported ITIL‑aligned processes, bringing structure, consistency, and governance to day‑to‑day IT operations.
• Coordinated with application, infrastructure, and vendor teams to drive faster incident resolution and reduce repeat issues.
• Assisted in root cause analysis and problem investigations to improve service stability and operational maturity.
• Built strong customer relationships through clear communication, expectation management, and service ownership.
• Gained early exposure to process discipline, operational metrics, and continuous improvement, shaping a long‑term career in ITSM leadership.