Project Lead - NEC Software Solutions (Rave Technologies)
(2020-02 - 2025-01)
- Led a team of 3 project analysts, delivering multiple IT service projects and improving delivery efficiency by X% (add number if possible).
- Managed end-to-end project lifecycle including planning, execution, monitoring, and closure.
- Coordinated cross-functional teams across IT and business units to ensure on-time delivery.
- Improved SLA compliance and reduced incident resolution time through process optimization.
- Managed project budgets and resource allocation, ensuring alignment with business objectives.
- Delivered an SLA improvement project, increasing compliance from 88% to 96% by redesigning service workflows, enhancing escalation strategies, and implementing performance tracking mechanisms.
- Spearheaded service delivery improvement projects, optimizing resource utilization and reducing incident resolution timelines by 20%.
Change and Config Analyst - NEC Software Solutions (Rave Technologies)
(2019-01 - 2020-01)
Incident Manager - ASAP Info systems Pvt. Ltd (Client: Accenture)
(2015-04 - 2016-02)
- Improved change success rate from 82% to 96% by strengthening Change Advisory Board (CAB) governance, introducing risk-based change categorization, and enforcing pre-implementation validation checks.
- Managed end-to-end change management lifecycle, ensuring minimal service disruption across enterprise systems.
- Led CAB meetings and approved high-risk changes, improving change success rate.
- Reduced incident recurrence through root cause analysis and proactive problem management.
- Acted as escalation point for major incidents, ensuring timely resolution within SLA targets.
- Collaborated with cross-functional teams to drive continuous service improvement initiatives
- Led incident management processes, ensuring adherence to SLAs and effective communication with stakeholders.
- Established continuous improvement cycles, enhancing policies, procedures, and supporting technology.
- Oversaw proactive problem management through trend analysis of incidents, facilitating effective service delivery.
Network Support executive - Reliance Globalcom (RCIL)
(2012-05 - 2014-04)
- Monitor the Network Alarms in the smarts monitoring system, creating tickets as per the severity status and perform Kit checks if required.
- Part of Global Assurance team – NMC/NOC Engineer. (Network Management Centre / Network Operations Centre) which are responsible for remotely managing networks of more than 300 global clients through the 24x7x365 Global Service Centre (GSC) located in DAKC, KoparKhairane.
- Monitor the Network Alarms in the smarts monitoring system, creating tickets as per the severity status.
- Accessing the Clients network devices and figure out the fault including kit checks of the devices.
- Responsible for First line diagnostics and troubleshooting of faults for various customers. Act as 2nd point of contact for all incoming faults.
Junior Lecturer - Govt. Women Polytechnic College
(2011-07 - 2012-02)
Worked as Junior Lecturer in Govt. Women Polytechnic College from 2011-2012.
