Aditi Sahu

Owns end-to-end service delivery for 4 teams and 100+ FTE across Active Directory and Finance service desks, with accountability for client governance, executive stakeholder management, SLA performance, and operational outcomes. Led an automation- and AI-enabled workforce optimization program that reduced headcount by 36% without SLA or CSAT degradation.

Directed a 100+ member enterprise service desk operation with ownership of end-to-end delivery, KPI governance, productivity, quality, and operational performance. Implemented an enterprise quality assurance and service monitoring program that reduced customer complaints by 80%.

Managed a 100+ FTE delivery team with accountability for project execution, KPI performance, service efficiency, and cost-saving initiatives. Scaled quality assurance and performance management practices, sustaining an 80% reduction in customer complaints and a 70% improvement in team engagement.

Led a 30-member technical support team supporting the Mercedes-Benz enterprise account, with ownership of service delivery metrics, customer satisfaction, and operational performance. Ran daily, weekly, and monthly performance governance and senior management reviews to track SLA/KPI trends.

Led end-to-end major incident management through cross-functional bridge calls, on-call coordination, impact assessment, and recovery tracking to minimize business disruption. Delivered timely executive communications and created post-incident reviews and root-cause documentation.

Owned white-glove technical support for VP- and EVP-level executives across multiple regions, managing service quality, AHT, performance reporting, and priority escalations. Managed security-sensitive escalations and supported SCCM, Outlook, Office 365, Skype, Cisco VPN, and VMware environments.

Delivered PAN-India technical support while maintaining SLA and First Call Resolution (FCR) standards across the ticket lifecycle. Managed queue, access, and problem-management workflows, coordinating root-cause analysis and impact notifications.

Grade: 78.6%

Completed a Bachelor of Engineering in Computer Engineering with a grade of 78.6%.

Grade: 71%

Completed intermediate education (12th grade) under the Jharkhand Academic Council with a grade of 71%.

Grade: 69%

Completed matriculation (10th grade) under the Jharkhand Academic Council with a grade of 69%.