Open to opportunities

Alekhya Ceasar

@alekhyaceasar

Message

ITSM manager driving IT service delivery excellence through ITIL, automation, and team leadership.

India

Message

What I'm looking for

I’m seeking a managerial role in the IT industry to lead end-to-end IT service delivery, strengthen ITIL-aligned incident/problem/change governance, and use KPI-driven automation to drive operational excellence, SLA performance, and customer satisfaction.

I’m a Manager in ITSM with over 9 years of experience across IT Service Management, Service Desk Operations, and Sales Leadership. At Tata Consultancy Services (TCS), I lead end-to-end IT Service Delivery supporting 1000+ Osmania University monthly incidents, achieving 99% SLA compliance across multiple service lines. I manage escalations and critical IT incidents to ensure swift resolution and minimal business impact.

I strengthen governance across Incident, Problem, Change, and Request processes aligned with ITIL, using KPI-based monitoring, CAB management, and SSC operational reviews to maintain service stability. I’ve driven process automation that improved first-contact resolution by 25% and reduced MTTR by 20%, and I run service reviews, RCA sessions, and CSI initiatives to elevate delivery performance and customer satisfaction. I also build capability through comprehensive training programs and cross-functional collaboration with business stakeholders and global teams.

Experience

Work history, roles, and key accomplishments

Current

ITSM Service Delivery Manager

Current

Tata Consultancy Services

Jun 2023 - Present (3 years)

Led IT service delivery operations supporting 1000+ monthly incidents for Osmania University, achieving 99% SLA compliance. Managed incident escalations and ITIL-aligned governance (Incident/Problem/Change/Request), improving first-contact resolution by 25% and reducing MTTR by 20% through automation and continuous service improvement.

IT Service Management Incident Management Problem Management Change Management ServiceNow CAB Management Continuous Improvement Team Leadership

Sales Coach

Dell Technologies

Jul 2021 - Feb 2023 (1 year 7 months)

Coached and managed a team of sales representatives to consistently exceed performance targets. Identified training needs, developed learning programs, and strengthened communication between sales and IT service management leadership while reporting trends to senior management.

Sales Coaching Team Leadership Training Development Sales Strategy Customer Relationship Management

Senior Sales Representative

Dell Technologies

Jun 2019 - Jul 2021 (2 years 1 month)

Provided enterprise IT solutions to small and medium businesses, maintaining high customer retention and satisfaction. Exceeded sales quotas by implementing customer-focused sales strategies and building long-term account relationships using CRM tools.

Enterprise IT Sales Strategy Business Development Account Planning CRM Tools Customer Retention Customer Satisfaction Lead Management Data Driven Decision Making

Sales Representative

Dell Technologies

Oct 2016 - Jun 2019 (2 years 8 months)

Served as a trusted advisor to US consumer customers by providing tailored IT solutions. Met and exceeded sales targets while delivering end-to-end customer experiences using metrics to maintain balanced business performance.

Customer Advisory Sales Targets Customer Solutions CRM Tools Customer Experience Lead To Customer Execution Data Driven Decision Making Balanced Business Metrics

Customer Service Representative

Amazon.com

May 2015 - Oct 2016 (1 year 5 months)

Resolved customer inquiries including order tracking, returns, and delivery support. Maintained high customer satisfaction by providing prompt and accurate assistance.

Customer Support Returns Delivery Support Customer Satisfaction Service Operations