At RWS Group, I lead service delivery for enterprise customers across cloud operations. I’ve led Service Delivery Managers to enhance service frameworks and implemented improvement initiatives that raised customer satisfaction above 90%.
In RWS Cloud Operations, I’m responsible for end-to-end service ownership across a portfolio of global enterprise customers, with a focus on operational excellence and continuous improvement of SaaS and hosted cloud services.
At Altisource Technology and Altisource Business Solutions, I supported process development and improvement, including process automation solutions. I streamlined Problem and Change Management processes through documentation and KPIs, and conducted audits to check compliance with policies and internal controls.
Earlier, at Dimension Data and Dell EMC, I worked on ITIL-based service improvement, Change Management, and critical incident processes. At IBM India Private Limited, I implemented an Incident Management Process based on ITIL best practices, achieving over 98% SLA for incident resolution while maintaining CSAT at 95% and above. I’m an ITIL Expert and Lean Six Sigma Green Belt, and hold an AWS Solution Architect Associate certification.
