Jun 2022 – Sep 2022 · 3 mos · Pune, Maharashtra, India · Hybrid

• Responsible for Technical implementation of various Service Now modules such as Incident Management, Problem Management, Service CatLog, Configuration Management.
• Coordinating and led all internal and external support staff during major incident lifecycles, ensuring efficient resolution and minimal operational impact. Escalated critical issues to senior support managers and leaders, improving incident resolution time by 30%.
• Working on daily, weekly, and monthly performance reports, tracking key Parameters and make sure meeting the operation delivery & SAL
• Created and managed ServiceNow workflows, business rules, and UI policies to ensure seamless operations and enhance system functionality.
• Created comprehensive ServiceNow reports and interactive dashboards to monitor system performance, track key metrics such as incident response times, service availability, change request completion rates, and user satisfaction scores.
• These tools provided real-time insights, enabling stakeholders to identify trends, address issues promptly, and optimize overall system efficiency.
• Analyzing current service operations and ServiceNow key concepts to pinpoint areas for enhancement. Creating actionable demands to drive continuous improvement and optimize service delivery. Ensuring all engagement-related requests were logged in the portal and managed through email and the ServiceNow tool.
• Maintained continual responsibility to ensure enquiries were managed efficiently and effectively. Developing and maintaining technical documentation for platform configuration and operational processes.
• Address and resolved existing issues to ensure seamless operations. Prioritized and assessed enhancement requests based on scope, time, and cost-benefit analysis, ensuring impactful implementation

Jun 2019 – Jun 2022 · 3 yrs · Nagpur, Maharashtra, India · On-site

• Lead and ensured excellence in Incident, Configuration, Service, Problem, Escalation, Transition, and Project Management, effectively addressing issues impacting end-to-end delivery operations.
• Conducted root-cause analysis to address technical difficulties, providing crucial guidance to leadership in overcoming ground challenges. Leading and managing four specialized groups of Frontline Support, VVIP Support, RST, and C3i while overseeing a team of over 65 members to ensure seamless IT service delivery and operational efficiency.
• Managed communication for high priority incidents and service disruptions in a 24*7 production environment, prioritizing customer satisfaction.
• Supervised a team of Deskside Support Specialists, optimizing processes and providing comprehensive product support to global customers.
• Took ultimate ownership of end-to-end Incident and Change Management activities, monitoring and tracking KPIs, SLA compliance, and delivering quality service to enhance customer experience.
• Provided regular status reports to stakeholders, ensuring the team met targets and effectively managed risks, dependencies, and service delivery.
• Developed and maintained the IT department’s strategic roadmap, aligning it with organizational goals and ensuring operational excellence.
• Set strategic targets with team leads to aligning with organizational goals, managing budgeting based on resource needs, and conducting regular performance reviews (weekly, monthly, quarterly) covering SLA, FCR, CSAT, DSAT, resource utilization, forecasting, and quality metrics.
• Identified and implemented project-level opportunities to expand service scope, drive transformation initiatives including cross-skilling of service desk teams for handling both infra and application queries and improved operational efficiency through structured onboarding/offboarding planning.

Oct 2016 – Dec 2018 · 2 yrs 2 mos · Pune, Maharashtra, India · On-site

• Manage high-priority (P1/P2) tickets for Infra & Application Management Services, ensuring timely resolution through effective coordination with resolver groups and vendors.
• Create and maintain process documentation based on management discussions, supporting operational consistency and knowledge sharing across teams.
• Coordinate with vendors for datacenter visits and collaborate with cross-functional teams to ensure timely issue resolution by appropriate resolver groups.
• Lead technical bridges to analyze root causes of incidents and escalate to Problem Management for long-term solutions. Monitor and manage ticket queues through DSR (Daily Schedule Reports), scrub aging tickets, and drive backlog clearance for resolver groups.
• Publish global communications to customers, conduct ticket audits, and implement standardization to enhance service quality and operational efficiency.

Jun 2010 – Oct 2016 · 6 yrs 4 mos · Pune, Maharashtra, India · On-site

• Managed P1 and P2 tickets for both infrastructure and application services, ensuring SLA adherence through continuous monitoring, root cause analysis, and collaboration with resolver groups and incident managers.
• Led technical and management bridges, providing hourly updates to management and clients, while coordinating with 36 resolver teams to ensure timely resolution of critical incidents and escalations.
• Conducted Daily Service reviews (DSR) of aging and pending tickets, performed backlog scrubbing, and drove efforts to meet and exceed SLA targets. Created and presented detailed monthly and quarterly audit reports covering ticket trends, misrouted cases, re-routing data, and overall performance metrics, while also performing PIR audits and sharing findings with MIM.
• Maintained and managed SOPs for resolver teams, facilitated knowledge transfers to the Service Desk, and ensured standardization of operations and ticket handling.
• Published COMS and MOMS, supervised Service Desk performance with a focus on FCR and CSAT improvement and analyzed service delivery bottlenecks to streamline operations.
• Utilized Remedy 7.0/8.1 for ticket management and Bomgar for remote support, including tasks like software installations, email configuration, and incident tracking through IAM for secure access management.
• Provided Salesforce.com support including user setup, account and contact creation, opportunity tracking, quote configuration, and dashboard creation; served as POC for critical sales applications and conducted OJT sessions for new recruits.

Dec 2009 – May 2010 · 5 mos · Nagpur, Maharashtra, India · On-site

• Scheduled patient appointments across eight clinics in Texas, including follow-ups and specialized care for chronic conditions such as hypertension, blood pressure, measles, and hepatitis.
• Maintained accurate patient records and coordinated daily updates with clinic nurses to track doctor availability and ensure seamless appointment management.
• Prepared and shared end-of-day reports with team members to maintain transparency, track performance, and support effective clinic operations.