Bada Dewkhaid

An enthusiastic and motivated individual, wish to secure a challenging position where my skills, experience can be used productively to enhance career development, professional growth and lead to mutual benefits for the organization and myself. Dedicated & goal-oriented professional with 10+ years of experience in IT service management, incident resolution, and infrastructure support. Expertise in project transition, stakeholder communication, and ITIL-based service delivery.

Proven ability to lead cross-functional teams and drive continuous service improvement.

Tech Lead – Cognizant Infrastructure Services - Cognizant Technology Solutions - Bangalore

(2016-07)

• Managed full incident lifecycle for low and high-severity issues, ensuring SLA compliance and timely restoration.
• Acted as first-level responder during outages; escalated to higher-level support teams as needed.
• Monitored agent performance, addressed backlog tickets, and resolved desk-level issues through analysis.
• Scheduled and led team meetings; communicated business updates and provided operational guidance.
• Escalated unresolved issues, collaborated with stakeholders, and initiated sub-teams for parallel task execution.
• Conducted quality audits on tickets and calls; provided feedback and maintained updated knowledge base articles.
• Analyzed ticket volumes and KB usage; performed quarterly reviews and implemented improvements.
• Worked with process owners to simplify and enhance workflows; ensured knowledge sharing across support teams.

Senior Systems Analyst - INFOSYS Technologies Ltd

(2010-01 - 2016-07)

Provided first-level support for GI applications globally, ensuring compliance with system, legal, and immigration requirements. Acted as a single point-of-contact for employees, maintaining end-to-end ownership of requests.

• Assessed, researched, and resolved employee queries; escalated complex issues via ticketing system.
• Delivered a professional support experience by ensuring timely resolution, clear communication, and confidentiality.
• Developed operational knowledge and US immigration law awareness to improve first-contact resolution.
• Adhered to GI compliance policies and maintained secure handling of employee information.
• Created and updated documentation and performed additional support duties as assigned.
• Provided first-level production support for web applications, ensuring SLA compliance for all tickets.
• Resolved functional issues via calls and emails; coordinated with users for timely issue resolution.
• Suggested performance enhancements and executed transactions within defined timelines.
• Handled process-level escalations to maintain high customer satisfaction.
• Delivered knowledge training to junior analysts and supported website/application management.
• Created reports using MS Office tools and collaborated with staff and vendors for web support.
• Investigated and resolved escalations, prioritized incidents, and ensured resolution within RFT targets.
• Assisted customers remotely using tools like One View (Siebel 2.0) and SMART (CSS).
• Conducted team huddles, attended management meetings, and communicated process updates.
• Managed training, mentoring, and evaluation programs to enhance team performance.
• Created monthly schedules, monitored adherence, and resolved daily operational issues.
• Escalated unresolved issues and collaborated with stakeholders for resolution.
• Performed quality audits and maintained updated documentation and knowledge base articles.

Bachelor in Computer Application - Computer Application - MCRPV University (2008-05)

Pre-University Course - St Mary's College (2004-03)

Secondary School Leaving Certificate (SSLC) / Class X - St Mary's Higher Secondary School (2002-05)