Team Lead – Service Operations - Tata Consultancy Services (TCS)
(2024-08)
Key Responsibilities & Achievements:
- Leading a team of 20 members managing Incident, Service Requests, and operational tasks.
- Managing SLA compliance and reducing SLA breaches through proactive monitoring.
- Configured and optimized incident lifecycle workflows aligned with ITIL practices.
- Designed and developed performance dashboards for tracking KPIs (SLA, resolution time, backlog trends).
- Conducted DSAT analysis and implemented corrective action plans to improve service quality.
- Acted as SME for ServiceNow ITSM processes and guided team on best practices.
- Collaborated with stakeholders to identify process gaps and implement improvements.
- Delivered daily operational reports and service performance metrics to management.
Senior Technical Support Specialist - Tricentis India Pvt Ltd
(2022-04 - 2024-04)
- Handled incidents and service cases within defined SLA timelines.
- Worked extensively on ticket analysis, root cause identification, and resolution management.
- Contributed to process improvement initiatives to reduce recurring incidents.
- Coordinated with cross-functional teams for change implementations.
- Maintained knowledge base articles to enhance self-service adoption.
- Worked in environments involving distributed execution and system integrations.
Technical Support Engineer - Accenture Solutions Pvt Ltd
(2021-06 - 2022-04)
- Worked on ServiceNow platform for incident logging, tracking, and resolution.
- Managed Active Directory requests and access management workflows.
- Assisted in ServiceNow chatbot configuration and property customization.
- Supported ITSM processes for enterprise-level clients.
Technical Analyst - HCLTech
(2019-02 - 2021-06)
- Supported 24x7 IT operations including incident and request management.
- Worked in ServiceNow environment handling operational tickets.
- Coordinated with infrastructure and application teams for issue resolution.
