Jun 2023 – Apr 2026 · 2 yrs 10 mos · Gurugram, Haryana, India · On-site

• In my role at Colt Technology Services, I drive Incident, Problem, and Change Management processes within an ITIL-aligned ITSM environment, ensuring service stability, SLA compliance, and operational excellence.
• I leverage Python and SQL to automate incident reporting, enhance data analysis, and improve operational visibility across service functions. By developing dashboards and performance metrics, I enable proactive trend analysis, root cause analysis (RCA), and continuous service improvement initiatives.
• I actively manage major incidents, coordinate cross-functional technical teams, and lead structured post-incident reviews to minimize recurring issues and improve MTTR. Additionally, I support Change Management governance by participating in CAB discussions, assessing risk impact, and ensuring controlled and compliant change implementations.
• I work extensively with ITSM tools such as ServiceNow and JIRA for incident lifecycle management, ticket tracking, escalation handling, and reporting. My focus remains on service reliability, stakeholder communication, process governance, and data-driven decision-making to strengthen overall IT operations performance.

Sep 2022 – May 2023 · 8 mos · Jaipur, Rajasthan, India · On-site

• Analyzed operational and incident data to generate actionable insights that supported IT service performance, SLA compliance, and data-driven business decisions.
• Leveraged Python, SQL, and Advanced Microsoft Excel (XLOOKUP, VLOOKUP, Pivot Tables, complex formulas) to perform structured data analysis, automate reporting workflows, and improve operational efficiency.
• Utilized monitoring and observability tools including ELK Stack (Elasticsearch, Logstash, Kibana), Grafana, and Prometheus to track system health, analyze logs, identify incident trends, and support proactive issue resolution.
• Performed statistical and trend analysis using descriptive methods to evaluate incident patterns, recurring problems, and service performance indicators such as MTTR, availability, and resolution efficiency.
• Developed interactive dashboards and performance reports to visualize KPIs, SLA adherence, incident volumes, and operational risk areas, enabling informed stakeholder decision-making.
• Supported ITIL-aligned IT Service Management (ITSM) processes, including Incident, Problem, and Change Management, ensuring structured escalation, RCA documentation, and continuous service improvement.
• Monitored SLAs, KPIs, and operational metrics across applications and infrastructure, identifying process gaps and recommending automation and control enhancements to improve service reliability.

Jun 2020 – Jun 2022 · 2 yrs · Gurugram, Haryana, India · On-site

• Analyzed large operational and customer datasets to identify trends, recurring incident patterns, and performance gaps, enabling data-driven decision-making and service optimization.
• Performed data extraction, cleaning, and transformation using SQL to ensure data integrity, structured reporting, and accurate operational insights across service workflows.
• Built analytical reports and visualizations using Python (Matplotlib, Seaborn) to present KPIs, SLA adherence, MTTR trends, and incident performance metrics in a clear and actionable format.
• Supported Major Incident Management activities by assisting in bridge call coordination, tracking action items, and ensuring timely communication between technical teams and business stakeholders during high-severity incidents.
• Contributed to Incident, Problem, and Change Management processes in alignment with ITIL best practices, supporting Root Cause Analysis (RCA) documentation and post-incident review activities to reduce recurrence.
• Utilized monitoring and observability tools including ELK Stack (Elasticsearch, Logstash, Kibana), Grafana, and Prometheus to review logs, monitor system performance, and identify anomalies impacting service availability.
• Collaborated with cross-functional teams across operations, infrastructure, and application support to improve reporting transparency, strengthen stakeholder communication, and support continuous service improvement initiatives.