Looking for a job

Ashish Kumar

@ashishkumar60

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I lead SLA-governed government and enterprise support operations at scale.

India

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What I'm looking for

I'm looking to lead SLA-governed support operations where I can improve service performance, build resilient teams, strengthen compliance, and use operational reporting to drive measurable outcomes.

At Tata Consultancy Services, I lead end-to-end service delivery for the DGCA Civil Aviation Ministry aviation help desk, sustaining 100% SLA adherence for 42 consecutive months with zero compliance failures across government audits.

I manage KPI performance, escalations, risk, business continuity, vendor operations, and executive MIS reporting for a high-volume ServiceNow operation handling more than 3,500 tickets and 6,000 calls each month.

Previously at InterGlobe Technologies supporting Expedia EMEA, I improved SLA performance from 85% to 94% in six months and helped scale monthly case volume from 3,500–4,000 to more than 10,000 during COVID-19 without missing SLA, FCR, or quality commitments.

I bring 15+ years across government, travel technology, aviation, and airport operations, combining ITIL-aligned service management, workflow improvement, coaching, audit readiness, and stakeholder governance to keep critical support services reliable.

Experience

Work history, roles, and key accomplishments

Business Process Lead

Tata Consultancy Services

Jan 2022 - Jun 2026 (4 years 5 months)

Owned end-to-end service delivery and operational governance for a national aviation help desk contract, sustaining 100% SLA adherence for 42 months. Led performance reviews, risk management, and business continuity planning while delivering executive MIS reports and managing vendor relationships.