At PUBLICIS SAPIENT, I lead a global support team across APAC, EMEA, and AMER, managing IT service operations aligned with ITIL. I use performance reviews and stakeholder reporting to support SLA adherence and consistent service delivery.
I designed onboarding programs, refresher training, and targeted coaching for service desk teams, reducing escalation rates and FCR by 20%. I also use root cause analysis and preventive actions to address recurring issues.
My ServiceNow and AI initiatives include work assignment rules, automated service catalog workflows, and self-service tools. I also enhanced the Amigo chatbot and supported AI-based ticket routing and knowledge management.
Previously, as an Escalation Engineer – Tier 3 | Subject Matter Expert (SME), I handled complex issues and management escalations, and collaborated with Engineering, Development, and Product teams to resolve recurring problems. At NTT DATA, I provided IT support to overseas users and served as Process SME for a team of 9 associates.
