Kavya Mallesh
@kavyamallesh
I deliver enterprise IT operations, service desk support, and incident management for global users.
IndiaWhat I'm looking for
I've supported 120,000+ Emirates Group and Dnata staff globally, troubleshooting 1,000+ enterprise applications used across flights, baggage, pilot, and crew operations. I manage Microsoft 365, Intune, Active Directory access, IT assets, and ITIL-led incident resolution for critical airline operations.
At Atlantis Dubai, I supervised service desk operations, built knowledge bases, trained team members, managed SLA-driven ticket queues, and led post-incident reviews to reduce recurring issues. My work earned Employee of the Month and Employee of the Quarter recognition in 2024.
Earlier at NTT DATA, I delivered end-user support, managed hardware and software inventory, administered Active Directory access, and helped improve reliability through proactive issue resolution. I'm comfortable working independently across distributed teams while collaborating closely on service quality, compliance, and continuous improvement.
Experience
Work history, roles, and key accomplishments
IT Operations & Support Engineer
Emirates Airlines
Jun 2025 - Jun 2026 (1 year)
Delivered technical support to 120,000+ staff, managed 1,000+ enterprise applications, and administered Microsoft 365 and Intune. Led incident management using ITIL practices and coordinated major incident responses.
IT Service Desk Specialist
Atlantis Dubai
May 2023 - May 2025 (2 years)
Supervised service desk operations, created knowledge bases, and managed ticket queues in ManageEngine. Led post-incident reviews and applied ITIL best practices, recognized as Employee of the Month and Quarter.
Maintained hardware and software inventory, managed user accounts in Active Directory, and delivered end-user support. Collaborated on IT budgets and process improvements.
Education
Degrees, certifications, and relevant coursework
SJC Institute
Master of Technology, Computer Science and Engineering
Pursued a Master of Technology in Computer Science and Engineering, graduating in 2022.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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