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Krishnapriya Sandeep

@krishnapriyasandeep

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I improve enterprise IT service delivery through governance, ServiceNow, and Power BI insights.

Australia

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What I'm looking for

I'm looking to lead IT service delivery or data analytics work where I can improve governance, modernize service platforms, build actionable dashboards, and help teams make better operational decisions.

I led enterprise ICT service delivery at Etisalat by e&, aligning digital support operations with strategic objectives and service-level compliance.

I built Power BI performance dashboards that improved reporting efficiency by 40% and gave executives real-time visibility into operational metrics. I also reduced escalation rates by 25% through user-focused service transformation and continuous improvement.

I led the migration from BMC Remedy to ServiceNow, embedded ITIL-aligned practices, and supported teams across 26+ enterprise applications. I managed high-volume support operations while maintaining an 85% First Contact Resolution rate.

More recently, I volunteered as a Data Analyst with Basava Samiti Asia Pacific, turning public datasets into Power BI dashboards for community planning and decision-making. I enjoy making complex operational data clear, useful, and trustworthy for both executive and non-technical audiences.

Experience

Work history, roles, and key accomplishments

Data Analyst (Volunteer)

Basava Samiti Asia Pacific LTD

Jul 2025 - Nov 2025 (4 months)

Designed and delivered interactive Power BI dashboards to support strategic decision-making and track outcomes for community initiatives. Sourced, cleansed, and transformed public datasets into actionable insights for regional groups.

Power BI Data Modeling DAX Data Visualization Data Cleaning Stakeholder Engagement

Technology Operations & Support/Service Delivery Lead

ETISALAT by e&

Sep 2016 - Apr 2025 (8 years 7 months)

Directed enterprise-wide ICT service delivery operations, aligning digital support frameworks with strategic objectives. Led the design and implementation of performance dashboards using Power BI, improving executive decision-making and reporting efficiency by 40%.

ITIL ServiceNow BMC Remedy Power BI Incident Management Change Management Problem Management SLA Management KPI Management Data Analysis Stakeholder Management Team Mentoring

Associate Technical Manager

eClerx Service Ltd.

May 2011 - Aug 2016 (5 years 3 months)

Managed IT call coordinators, desktop engineers, and support operations within the Network Department. Oversaw complete IT Incident, Change, and Problem Management processes and produced SLA/KPI reports and management dashboards.

ITIL Incident Management Change Management Problem Management SLA Management KPI Reporting Manage Engine ISO 20000 ISO 27001 Service Desk Management

Performance Improvement Coach

HCL Technologies Ltd.

Oct 2009 - Jan 2011 (1 year 3 months)

Monitored and audited daily telecom sales transactions, delivering actionable feedback to frontline agents. Developed action plans to improve calibration scores and implemented corrective measures to strengthen process quality.

Performance Monitoring Audit Coaching Process Improvement Calibration Feedback