Nov 2025 – Jan 2026 · 2 mos · Hyderabad · Hybrid

• Partner with stakeholders across the organization to understand business questions, define analytical requirements, and deliver timely, high-quality insights
• Build and maintain dashboards and data visualizations that make complex performance trends accessible and actionable for executive and operational audiences
• Write and optimize SQL queries across multiple data sources and complex data models to surface accurate, reliable metrics
• Own end-to-end data problem-solving — from identifying data quality issues and tracing them to their root cause, to proposing and implementing clean, scalable solutions
• Navigate Salesforce data structures to extract CRM insights, support pipeline analysis, and connect operational data to business outcomes
• Work across multiple complex data models simultaneously, maintaining accuracy and context-switching efficiently without losing attention to detail
• Connect the dots across disparate datasets and business signals to identify trends, anomalies, and opportunities that others might miss
• Translate data findings into clear recommendations — communicating insights in plain language, whether in a slide deck, a Slack message, or a stakeholder meeting
• Leverage AI-assisted analytics tools (including Smartsheet automation, AI-powered slide building, data dictionaries, and similar platforms) to accelerate delivery and improve output quality
• Proactively surface risks and opportunities without waiting to be asked — you anticipate what stakeholders need before they know they need it
• Architect natural-language-to-SQL workflows using AI tools to accelerate ad-hoc stakeholder requests, while owning validation and accuracy
• Lead the team's working knowledge of emerging AI analytics tools — evaluating new capabilities, piloting use cases, and documenting what works
• Use AI-assisted drafting for executive summaries and data narratives, then edit for accuracy, audience, and strategic framing

Sep 2021 – Sep 2025 · 4 yrs · Bhubaneswar, Odisha, India · Hybrid

• Led end-to-end service restoration for critical incidents, serving as the single point of contact (SPOC) for all customer communications and updates.
• Conducted process audits of the Incident Management framework and initiated service improvement plans (SIPs) to establish and align processes with corporate guidelines.
• Functioned as the SPOC for the Problem Management process, overseeing the lifecycle from identification to permanent resolution.
• Managed communication and collaboration between Business and IT stakeholders (both internal teams and third-party vendors) throughout the Problem resolution process.
• Participated in and presented status updates on production support, major incidents, and service health during daily calls and formal governance meetings.
• Periodically validated and refined incident escalation mechanisms to ensure appropriate response times and stakeholder engagement.
• Configured and managed system notification methods to ensure timely and relevant alerts were delivered to all required stakeholders.
• Chaired and led emergency teleconference bridges (technology and business hotlines), coordinating diverse stakeholder teams to drive successful incident resolution.
• Organized and facilitated Major Incident Review (MIR) meetings to document timelines, identify gaps, and define corrective actions.
• Tracked and managed the closure of all incidents escalated to third-party vendors or customer-retained support organizations.
• Developed and executed training programs for L1 support and Service Desk teams, resulting in successful "left-shifting" of tickets and improved first-call resolution.
• Collaborated closely with Problem Management teams to initiate Root Cause Analysis (RCA) and prioritize permanent fixes for recurring issues.
• Actively participated in Change Advisory Board (CAB) meetings, providing critical insights for change
• Provided key inputs for problem simulation and worked collaboratively with Change and Release

Mar 2021 – Aug 2021 · 5 mos · Bengaluru, Karnataka, India

• Monitoring the production servers and scheduled jobs.
• Process Definition and Implementation: Lead the design and development of ITIL/ITSM best practices, processes, and tools for MST.
• Reporting and Analysis: Independently develop, analyze, manage, and publish KPIs/Metrics to be used to measure the effectiveness and efficiency scope of ITSM processes.
• Build and establish solid working relationships by providing timely, accurate and high-quality information to peers, subordinates, upper management and/or customers.
• Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Coached team members in techniques necessary to complete job tasks.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Trained new team members by relaying information on company procedures and safety requirements.
• Work with the Change Manager to develop and document IT Service Management policies, processes, and procedures based on ITIL best practices.
• Increase speed and improve quality for IT Service Management support efforts through processes development and execution.
• ITIL process management - analyze and design service management processes, research and present best Practices, and drive for continuous improvements.
• Manage weekly and monthly Incident review meetings and provide data metrics to Leadership.
• Client: Truist Financial Corp. / Truist Bank. Website: [Cognizant] (https://www.cognizant.com)
• Led cross-functional teams to ensure timely project delivery and adherence to quality standards.
• Developed and implemented process improvements, enhancing operational efficiency across multiple projects.
• Analyzed project performance data to identify trends and inform strategic decision-making processes.

Nov 2006 – Jun 2020 · 13 yrs 7 mos · United States · On-site

• Open and initiate the bridge to discuss the problem within 5 minutes and, within 15 minutes, publish the communication.
• Understand the problem from a business perspective and involve the necessary/relevant teams.
• Follow the MIM checklist and publish the communication with proper validation.
• Assess the situation and prioritize the problem based on business impact.
• Ensure all necessary information is updated in the ticketing tool and all supporting documents are in the MIM SharePoint.
• Communicate the status/situation update to stakeholders.
• Ensure SLAs are met by the resolution teams.
• Ensure changes are being verified during HIGH and MI incidents.
• Ensure RCA/Problem tickets are provided by the resolution team.
• Ensure there are no process failures using the MIM checklist.
• Capture observations during the P1 situation with appropriate timeline updates on the situation.
• Maintain that there is no escalation during the P1 problem.
• Ensure necessary participants are called and involved during Major and High Major situations.
• Ensure proper resolution is provided before closing the bridge call and maintain that correct information has been captured.
• Ensure the Dashboard is used during High Major and Major incidents.
• Maintain proper shift handover to another incident manager.
• Maintain end-to-end ownership of Major incidents.

Nov 2006 – Jun 2007 · 7 mos · Coimbatore, Tamil Nadu, India · On-site

• Provide technical support and troubleshooting for software and hardware issues.
• Assist customers with product setup and configuration.
• Document and track support requests and resolutions.
• Conduct training sessions for end-users on technical topics.
• Collaborate with other technical teams to resolve complex issues.