Team Lead – Customer Relationship at Embee Software Pvt Ltd (2024-08 – 2026-01)
- Handled P1/P2 critical incidents by coordinating bridge calls with resolver groups and providing timely stakeholder updates every 30 minutes.
- Facilitated Major Incident Bridge Calls with cross-functional technical teams to ensure effective coordination and reduce mean time to restore.
- Acted as Single Point of Contact (SPOC) for all major incident communications between technical resolver groups, business stakeholders, and senior management.
- Conducted monthly and quarterly customer review meetings, SLA performance summaries, and incident trend analyses for senior management and client stakeholders.
- Conducted Post Incident Reviews (PIR) and Root Cause Analysis (RCA) within 24–48 hours of major incident closure.
- Coordinated with Change Advisory Board (CAB) for review and approval of standard and normal changes.
- Monitored ticket queues and proactively followed up with resolver groups to prevent SLA breaches.
- Provided timely updates to business stakeholders during service outages and critical incidents
Specialist at HCL Technologies (2015-05 – 2024-08)
Managed P1/P2 Major Incidents in high-volume, multi-client enterprise environment — led war room coordination, rapid service restoration, and post-incident documentation.
- Sustained 90% SLA compliance through rigorous ITIL v4 adherence, real-time KPI monitoring, and proactive SLA risk management.
- Reduced escalation rates via structured L2 troubleshooting, knowledge management, and effective cross-team collaboration.
- Enhanced SOPs and Knowledge Base, improving resolution time and boosting First Call Resolution (FCR) rates across the organisation.
- Managed full incident lifecycle in ServiceNow ITSM — logging, routing, escalation, resolution, and closure with full audit-trail accuracy for trend analysis.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Mentored junior analysts on incident handling protocols, ITSM tooling, and communication standards, consistently improving team CSAT scores.
Helpdesk Analyst at DS Infotech (2012-07 – 2014-07)
- Provided L1 technical support across software and applications with required SLA compliance on all incident categories.
- Enhanced customer satisfaction by resolving technical issues promptly and accurately.
- Logged support tickets and closed when issues were resolved.
- Logged, categorised, and managed incident tickets ensuring accurate documentation and proper L2/L3 escalation for complex issues.
- Resolved technical issues by troubleshooting.
