Ashish Lamichaney
@ashishlamichaney
I improve enterprise service delivery through ITSM governance, quality analytics, and SLA-focused continuous improvement.
IndiaWhat I'm looking for
I've governed enterprise service desk quality at Endava and HCLTech, using ITIL-aligned incident management, audits, RCA, and calibration to improve operational performance. At Endava, I reduced Average Handle Time from 24 to 16 minutes and increased First Contact Resolution from 79% to 82% for low-performing tiers.
Across telecom, SAP S/4 HANA, and customer support environments, I've built dashboards in Power BI, ServiceNow, Genesys, and Excel, investigated delivery bottlenecks, monitored fraud through Sumo Logic, and partnered with cross-functional teams to strengthen SLA compliance and customer outcomes.
Experience
Work history, roles, and key accomplishments
Governed enterprise service desk operations to ensure alignment with ITIL processes and SLAs. Reduced AHT from 24 to 16 minutes and increased FCR from 79% to 82% through process audits and calibration.
Directed quality governance programs for enterprise IT support operations. Audited incident lifecycles and implemented corrective actions to mitigate risks.
Telco Engineer, Level 3
Aeries Technology Group Pvt. Limited
May 2021 - Sep 2022 (1 year 4 months)
Managed end-to-end incident lifecycle for Level 3 enterprise messaging, DNS, and SMTP challenges. Monitored fraud occurrences and provisioned telecom services.
Senior Associate (Quality Analyst / Subject Matter Expert)
Jan 2018 - Dec 2020 (2 years 11 months)
Served as functional SME for SAP S/4 HANA workflows and anchored quality governance for a global utility account. Conducted performance calibrations and quality reviews.
Customer Support Executive
Capita India Pvt. Ltd.
Jan 2016 - Dec 2018 (2 years 11 months)
Provided technical and customer support, consistently surpassing productivity and first-contact resolution metrics.
Education
Degrees, certifications, and relevant coursework
M.Sc. (Integrated) Medical Biotechnology
Master of Science, Medical Biotechnology
Completed an integrated Master of Science in Medical Biotechnology in 2015.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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