Senior ITSM Engineer / Service Manager at Tata Consultancy Services (TCS) (2026-06 – Present)
Client: Infiniti Retail LTD - Croma (Retail)
- Governance of IT change processes and compliance
- Risk assessment for proposed changes
- CAB facilitation and approvals
- Scheduling of change implementations
- Stakeholder communication on impacts and rollbacks
- Documentation of change requests and outcomes
- Post-implementation review for lessons learned
- Root cause analysis of recurring incidents
- Problem detection through monitoring and trend analysis
- Workaround management to minimize impact
- Known error database maintenance for faster resolution
- Cross-team collaboration with infra/app/vendor teams
- Problem resolution with permanent fixes
- Continuous improvement via process enhancements
Team Lead – Service Operations at Tata Consultancy Services (TCS) (2025-09 – 2026-06)
Client: Co-operative Group Ltd. (Retail)
- Leading a 15–22-member Service Operations team supporting the UK Retail IT environment
- Managing end-to-end Incident, Service Request, and Escalation lifecycle under the ITIL framework
- Handling P1/P2 Major Incidents, conducting bridge calls, and coordinating cross-functional technical teams
- Ensuring SLA compliance above 98% across Incident and Service Request queues
- Driving MTTR reduction initiatives through prioritization and proactive follow-ups
- Monitoring ticket aging, backlog trends, and implementing corrective action plans
- Managing stakeholder communications during outages and providing real-time status updates
- Governing escalation matrices and ensuring timely resolution of critical business-impacting issues
- Publishing daily and weekly MIS dashboards covering SLA performance, KPIs, productivity, and incident trends
- Coaching and mentoring team members to improve FCR and service quality
- Driving automation and continuous improvement initiatives to enhance operational efficiency
- Supporting onboarding, knowledge transfer, and performance review cycles
Senior ITSM Engineer / Service Manager at Tata Consultancy Services (TCS) (2019-08 – 2025-09)
Client: Co-operative Group Ltd. (Retail). Led the development, implementation, and continuous improvement of ITIL-aligned service management processes to optimize IT service delivery and business outcomes. Collaborated with clients, senior IT leadership, business stakeholders, and external partners to ensure service excellence and operational effectiveness.
- Managed and improved IT services within an ITIL framework
- Oversaw service delivery operations and ensured adherence to SLAs and KPIs
- Led Problem Management, Change Management, Risk Management, Knowledge Management, and Major Incident Management initiatives
- Handled major incidents, service disruptions, and business-critical escalations
- Conducted root cause analysis and drove preventive and corrective actions
- Managed stakeholder relationships across business, technology, and vendor teams
- Developed and presented service performance reports and management dashboards
- Implemented best practices to enhance operational performance and service quality
- Drove continuous service improvement and operational excellence initiatives
- Led cross-functional teams to optimize business processes and service outcomes
- Managed knowledge creation, documentation, sharing, and governance activities
- Facilitated risk assessment and mitigation planning for critical services
- Trained and mentored new team members and service management professionals
Senior Process Associate / SME at Tata Consultancy Services (TCS) (2016-08 – 2019-07)
Client: Cardinal Health (Healthcare)
- Managed Customer Master Data activities across SAP and MDM platforms
- Created and maintained customer accounts and master records
- Developed a "One Customer View" through customer account consolidation
- Conducted customer verification and validation through third-party research
- Created hierarchical customer structures based on ownership and operational models
- Classified customers according to ownership, facility type, and service offerings
- Served as SME and floor support for team members and new hires
- Conducted training and knowledge transfer sessions
Senior Customer Service Officer (Level 3) at Mphasis (2015-02 – 2016-08)
Project: Verve
- Processed Mortgage Insurance loans and resolved queries from onshore mortgage providers
- Provided floor support and mentoring for new hires
- Conducted training sessions and process knowledge transfers
- Managed team operations in the absence of managers
- Assisted in team coordination and performance management activities
Senior Associate at Wipro Ltd. (2008-07 – 2014-12)
Client: United HealthCare (UHC)
- Resolved insurance policy and claims-related queries for healthcare providers
- Delivered first-contact resolution for complex provider issues
- Managed customer accounts and explained claim histories
- Performed account maintenance and updates
- Interpreted performance reports and operational metrics
- Consistently achieved service and productivity targets
- Adapted to changing business requirements and process updates
- Acted as Team Lead during manager absences
- Mentored new and existing team members and provided performance feedback
