At Alcon Laboratories, I lead service governance for Microsoft-managed enterprise services. I designed the deployment process for Tier 1 and Tier 2 Copilot Studio agents and built governance for Copilot Studio licenses and environment access.
I also introduced a SharePoint/Teams support agent to automate common BAU activities and provide self-service guidance. It helped users resolve requests faster, reduced operational workload, and supported adoption of governance standards.
From 2023 to 2025, I was Cross Functional Services Lead for Cloud and Platform Tower, governing ITIL-aligned Incident, Problem, Change, and Request Management. I improved CMDB discovery workflows and built ServiceNow dashboards and reports for service owners and leadership.
Previously, at Merck KGaA, I led India Change Management operations for Shared Services, designing SOPs, policies, and RACI. At TATA Consultancy Services, I worked as a Change Management Analyst, coordinating change reviews and analyzing recurring failures. I hold ITIL certifications and a Six Sigma Yellow Belt certification.
