Kiran Das — Operations Associate
I’m an IT Operations and Service Delivery professional with 12+ years of experience stabilizing support environments, enforcing process discipline and driving reliable customer-facing operations. I have consistently been entrusted with handling escalations, supporting team enablement and maintaining audit readiness due to my process discipline and operational reliability. My strength lies in bringing structure to high-pressure environments. I have worked across IT support and operations roles where I helped reduce escalations, improve SLA adherence, strengthen SOP compliance and mentor teams toward consistent performance. I am trusted for stepping into chaotic situations and restoring operational control through structured incident handling, RCA discipline and process alignment. Recently, I completed advanced training in Networking, Cloud and IT Systems with Distinction, strengthening my technical foundation alongside my operational leadership experience. My focus now is on IT Operations, Service Desk Leadership and governance-oriented roles where delivery stability, escalation management and customer experience excellence are critical. I believe leadership is not about title, it is about accountability when things go wrong and discipline when things go right. I bring calm decision-making, structured execution and a grounded mindset to teams that need stability, clarity and performance. Open to opportunities in: - IT Operations Leadership - Service Desk / Support Team Lead - Incident & Escalation Management - SLA & Process Governance
Stackforce AI infers this person is a seasoned IT Operations and Service Delivery professional with a focus on governance and customer experience.
Experience: 10 yrs 11 mos
Skills
- It Operations
- Service Desk Leadership
- Audit
- Incident Management
- Customer Service
- Process Improvement
- Operational Management
- Operations Management
Career Highlights
- Reduced escalations by 40% through RCA discipline.
- Recognized with multiple awards for operational excellence.
- Strengthened audit readiness across global support accounts.
Work Experience
Self-Directed Professional Development
Career Sabbatical – Technical Upskilling (2 yrs 1 mo)
Shine Logistics
Senior Coordinator – Audit & Helpdesk (9 mos)
NLB Services
Senior Customer Care Representative – Operations (3 yrs 6 mos)
OnProcess Technology
Senior Customer Service Representative – Operations (2 yrs 11 mos)
Aegis Global
Senior Associate Executive – Auditor (10 mos)
IBM
Senior Practitioner – Operations (2 yrs 11 mos)
Education
Master’s in Cloud Computing (MCC) at Jetking
Bachelor of Arts (Honors) at Netaji Subhash Open University, Kolkata
