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Abhishek Chowdhury

@abhishekchowdhury2

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Service Desk Manager at STEWART TITLE maintaining 97–98% SLA achievement through team-led operations.

India

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At STEWART TITLE, I oversaw end-to-end Service Desk operations through two Team Leads, maintaining a focus on 97–98% SLA achievement and service delivery standards.

I developed performance reports and dashboards to track goals and identify improvement opportunities. I also managed operational priorities, ticket queues, and escalations.

At COGNIZANT, I managed a team of 35+ employees while leading Major Incident Management. I coordinated P1/P2 incidents, technical restoration, and incident bridges, and supported Root Cause Analysis and Post-Incident Reviews.

At WIPRO TECHNOLOGIES, I managed a team of 30+ employees and supported Incident, Problem, Change, and Service Level Management. I also contributed to the 2018 LEAN IT initiative focused on reducing Major Incident downtime.

Experience

Work history, roles, and key accomplishments

Team Lead – Service Desk

Stewart Title

Jan 2023 - Oct 2026 (3 years 9 months)

Oversaw end-to-end Service Desk operations through two Team Leads, maintaining 97–98% SLA achievement and KPI performance. Developed performance reports and dashboards, managed operational priorities, and applied AI tools for operational efficiency.

Service Desk Management SLA Management KPI Tracking Performance Dashboards AI Powered Productivity Incident Management Escalation Management Cross functional Coordination

Tech Lead – Major Incident Management & IT Operations

Cognizant

Jul 2021 - Jan 2023 (1 year 6 months)

Managed a team of 35+ employees while leading Major Incident Management activities. Coordinated P1/P2 incidents, technical restoration, incident bridges, and stakeholder communications, and supported Root Cause Analysis and Problem Management.

Major Incident Management Team Leadership Incident Management Problem Management Root Cause Analysis Stakeholder Management P1 P2 Incident Coordination

Senior Administrator – IT Operations

Accenture

Apr 2021 - Jun 2021 (2 months)

Guided a cross-skilled infrastructure support team of 65+ engineers in a multi-customer environment. Supported SLA performance, staffing, and shift rostering to maintain operational coverage.

IT Operations Team Leadership SLA Management Staffing Shift Scheduling

Trainer – IT Service Management & Operations

Wipro Technologies

Jan 2015 - Apr 2021 (6 years 3 months)

Managed a team of 30+ employees while leading Major Incident Management and coordinating critical incident resolution. Supported Incident, Problem, Change, and Service Level Management, prepared WBR/MBR/QBR reports, and delivered team training.