At Cognizant Technologies, I lead day-to-day application support operations for a team of 20+ support executives, managing critical incidents, escalations, SLA compliance, and client communication. I've reduced ticket aging by 30% through workflow improvements while maintaining zero SLA breaches across multiple reporting periods.
I began resolving software installation, configuration, and troubleshooting queries before progressing into senior support and leadership roles. I coach team members, conduct quality audits, build knowledge-base materials, and use ServiceNow reporting to improve CSAT, KPI, and productivity performance.
