Associate Consultant / Service Delivery Manager - Tata Consultancy Services
(2023-05)
- Lead the enterprise application operations across infrastructure portfolios, aligning delivery with strategic objectives.
- Developed executive dashboards and reporting frameworks to provide actionable insights for leadership.
- Built stakeholder engagement models across geographies to ensure alignment on operational priorities.
- Drove compliance with ITIL-based processes and ensure SLA adherence across diverse portfolios.
Delivery Program Manager - IBM / Kyndryl
(2017-09 - 2023-04)
- Directed transformation initiatives include cloud migrations, resilience programs, and enablement operations.
- Established KPIs and reporting frameworks to track value realization and SLA compliance.
- Partnered with global stakeholders to optimize processes, enhance collaboration, and reduce operational risk. Enhanced SLA compliance through operational reviews
- Delivered end-to-end infrastructure projects including Oracle DB migration (12c to 19c), physical-to-virtual transitions, and VEEAM backup implementation.
Team Lead, Service Desk Operations - Verizon Data Services
(2010-09 - 2017-08)
- Managed a 35-member global support team, fostering collaboration and continuous improvement.
- Implemented frameworks for incident/change/problem management, improving service levels to 95%+.
- Mentored junior leaders and developed SOPs to drive operational excellence.
- Designed training plans and governance models to strengthen service desk operations.
Sr. Technical Support Expert - Dell International Services
(2008-02 - 2010-08)
- Provided L1-L2 support for U.S.-based customers on hardware/software issues.
- Handled virus removal, OS errors, and advanced wireless/networking issues.
- Contributed to knowledge base development and process improvement initiatives.
