At Capgemini Technology Services, I managed global support teams delivering enterprise technical support across SAP, databases, middleware, and SaaS platforms. I owned day-to-day operations, including case and queue management, SLA tracking, and backlog reduction.
For the Burberry client project, I directed global incident response for enterprise SAP and infrastructure services. I coordinated teams across geographies, communicated with stakeholders during critical outages, and drove root-cause analysis and corrective actions.
I delivered operational dashboards and executive reporting, conducted case reviews, and mentored engineers. My work included reducing backlog by 25%, improving RCA documentation quality, and managing incident bridges affecting 30,000+ users.
