Senior Technical Analyst at Lighthouse Asia Pacific Pvt Ltd (formerly H5 Asia Pacific) (2026-03 – Present)
Leading global ServiceNow ITAM transformation and enterprise asset governance initiatives
- Spearheading a global ServiceNow ITAM transformation, consolidating ~1,100 assets across India, EMEA, and the US into a centralized, audit-ready asset ecosystem, strengthening enterprise-wide governance and control
- Driving asset data governance and standardization across Active Directory, SCCM, and Intune, achieving 95%+ data accuracy and enabling reliable, real-time asset visibility across regions
- Establishing a single source of truth for asset management, aligning cross-regional teams on data integrity standards, validation frameworks, and governance protocols
- Delivering ~15% procurement cost optimization through strategic vendor evaluation, commercial negotiation, and supplier consolidation
- Owned complete hardware asset lifecycle governance for India operations (170+ devices), covering procurement strategy, allocation, onboarding/offboarding, and recovery, ensuring zero asset loss and 100% audit compliance
- Institutionalized standardized onboarding and asset allocation frameworks, ensuring seamless day-one readiness and improved operational efficiency
- Led enterprise domain migration of 70+ endpoints within accelerated timelines, delivering zero downtime and zero critical incidents
- Supported core infrastructure operations through administration of Active Directory, Exchange, and VMware vSphere, ensuring system stability and access integrity
Technical Analyst at Lighthouse Asia Pacific Pvt Ltd (formerly H5 Asia Pacific) (2024-08 – 2026-02)
Initial role in ServiceNow ITAM transformation and asset governance
- Spearheading a global ServiceNow ITAM transformation, consolidating ~1,100 assets across India, EMEA, and the US into a centralized, audit-ready asset ecosystem, strengthening enterprise-wide governance and control
- Driving asset data governance and standardization across Active Directory, SCCM, and Intune, achieving 95%+ data accuracy and enabling reliable, real-time asset visibility across regions
- Establishing a single source of truth for asset management, aligning cross-regional teams on data integrity standards, validation frameworks, and governance protocols
- Delivering ~15% procurement cost optimization through strategic vendor evaluation, commercial negotiation, and supplier consolidation
SW/App/Cloud Tech Support Analyst at Accenture (2023-03 – 2024-07)
Technical support analyst managing high-volume service operations and access management
- Recognized as SME and Process Lead for remote technical support and access management, driving structured knowledge transfer and elevating team capability
- Governed ticket operations and service delivery, ensuring SLA compliance, workload optimization, and consistent service quality across shifts
- Engineered knowledge management frameworks, reducing resolution time and improving first-time fix rates
- Delivered actionable analytics and performance insights to stakeholders, identifying SLA risks and enabling data-driven operational improvements
- Managed high-volume service operations (30+ requests/day) across onboarding, offboarding, and access provisioning for enterprise platforms (Dynamics 365, JDE, PeopleSoft, HighJump)
- Delivered L1.5 support across global environments, resolving complex hardware, software, and network incidents within SLA constraints
- Administered enterprise identity and access management across Active Roles, Azure AD, and Office 365, ensuring compliance with least-privilege and security standards
- Partnered with L2 teams to accelerate resolution of escalated incidents and improve overall service efficiency
SW/App/Cloud Tech Support Associate at Accenture (2021-07 – 2023-02)
Technical support associate providing L1.5 support and access management services
- Managed high-volume service operations (30+ requests/day) across onboarding, offboarding, and access provisioning for enterprise platforms (Dynamics 365, JDE, PeopleSoft, HighJump)
- Delivered L1.5 support across global environments, resolving complex hardware, software, and network incidents within SLA constraints
- Administered enterprise identity and access management across Active Roles, Azure AD, and Office 365, ensuring compliance with least-privilege and security standards
- Partnered with L2 teams to accelerate resolution of escalated incidents and improve overall service efficiency
Senior Technical Process Executive at Infosys BPM Ltd. (2021-01 – 2021-06)
Senior technical process executive managing escalations and queue governance
- Acted as primary escalation SPOC, ensuring timely resolution of critical incidents and seamless cross-team coordination within SLA frameworks
- Drove queue governance and backlog reduction initiatives, improving operational throughput and service responsiveness
- Delivered consistent resolution of hardware, software, and network incidents via ServiceNow within defined SLAs
- Developed self-service and knowledge documentation, reducing repeat incidents and enhancing end-user efficiency
Technical Process Executive at Infosys BPM Ltd. (2019-02 – 2020-12)
Technical process executive managing incident resolution and service operations
- Acted as primary escalation SPOC, ensuring timely resolution of critical incidents and seamless cross-team coordination within SLA frameworks
- Drove queue governance and backlog reduction initiatives, improving operational throughput and service responsiveness
- Delivered consistent resolution of hardware, software, and network incidents via ServiceNow within defined SLAs
- Developed self-service and knowledge documentation, reducing repeat incidents and enhancing end-user efficiency
