At Ascendion, I own the CSI portfolio and T1/T2 support pipeline across ServiceNow records, improving automation fulfillment from 58% to 77% over eight months. I also designed and rolled out an Assignment Group Playbook to standardize ticket routing across resolver group towers.
I manage Problem Management governance and use root-cause analysis to resolve underlying issues. This work included remediating a defect that created more than 36,000 duplicate SCTasks and fixing a CAB Approver population defect affecting change approval routing.
At LTIMindtree, I managed cloud and infrastructure support operations and improved customer satisfaction from 93% to 95% through proactive case management, escalation handling, and coaching. I also developed ServiceNow dashboards and implemented Smart IVR, chatbot automation, and workflow enhancements.
Earlier at LTIMindtree, I implemented automation for help desk tasks and enforced ITIL-based incident, problem, and change governance. At IBM – WPP, I built ServiceNow knowledge workflows and supported migration of network knowledge into the ServiceNow Knowledge Base.
