Jun 2022 – Nov 2025 · 3 yrs 5 mos · London Area, United Kingdom · On-site

• Contingent Worker - Meta
• Enterprise Applications Supported in Meta Platforms : Security Hub, Workplace Safety Center, Case
• Connect, Amber Alerts, Estrix, Threat Apps (Threat Profile, Threat Applications, Operation Shield) –
• assist internal teams with risk assessments and real-time threat analysis,Visitor management System, Badger tools.
• Acted as the primary point of contact for global stakeholders during incident management and operational activities.
• Coordinated with cross-functional engineering, operations, and business teams to ensure timely resolution and SLA adherence.
• Led a team of 10 specialists, ensuring adherence to processes, documentation, and delivery timelines.
• Managed incident lifecycle including triage, prioritisation, escalation, and closure.
• Prepared and presented weekly and monthly performance reports covering SLA metrics, incident trends and team productivity.
• Conducted regular audits of team tasks and incident handling to ensure accuracy, compliance, and quality standards.
• Identified incorrect escalations and took ownership to re-evaluate and resolve them efficiently, was able to maintain low escalation rate for the entire team.Took proactive actions to prevent SLA breaches by redistributing workload and resolving bottlenecks.
• Provided insights and recommendations to improve operational efficiency and reduce recurring issues.
• Performed triage and root-cause analysis for platform incidents, prioritising events based on operational impact and risk exposure and reduced incident resolution time by 15% through proactive monitoring and root cause analysis.
• Maintained escalation rates between 4–7% by resolving the majority of incidents internally through investigation and troubleshooting.
• Proactively Contributed to feasibility discussions for AI-driven enhancements to improve detection and response capabilities of internal safety tools by participating in internal hackathon.

Jun 2022 – Jul 2025 · 3 yrs 1 mo · London Area, United Kingdom

Jun 2021 – Nov 2021 · 5 mos · Wimbledon, England, United Kingdom · On-site

• Handled store opening and closing procedures, ensuring smooth daily operations.

May 2020 – Mar 2021 · 10 mos · Remote

• Supported Microsoft 365 enterprise environments
• Managed mailbox migrations & tenant configurations
• Automated workflows using PowerShell
• Delivered end-user training sessions

May 2018 – Sep 2020 · 2 yrs 4 mos · Mumbai, Maharashtra, India · On-site

• Resolved 110+ enterprise support tickets monthly across M365 workloads.
• Managed Azure AD, Exchange Online , SharePoint , Microsoft Teams configurations.
• Created Power BI dashboards to analyse operational metrics and SLA performance.
• Led product adoption initiative improving Microsoft 365 feature utilisation.
• Coordinated with global clients to resolve Microsoft 365 issues within SLA timelines.
• Managed ticket lifecycle from intake to closure, ensuring timely communication and updates.
• Collaborated with cross-functional teams (Exchange, Teams, Azure) to resolve complex issues.
• Provided regular status updates and reports to stakeholders on ticket progress and trends.
• Supported onboarding and user enablement for Microsoft 365 services.
• Contributed to process improvements to enhance service delivery and reduce resolution time.
• Provided global client support and achieved KPI-based performance incentives.

Jan 2017 – Aug 2017 · 7 mos · Mumbai, Maharashtra, India · On-site

• Managed ServiceNow ticket workflows, ensuring adherence to service level agreements (SLAs).
• Maintained comprehensive service logs, reports, and operational dashboards for better visibility.
• Acted as a liaison between technical teams and clients to facilitate effective issue resolution.