At SITA, I provide strategic leadership for Premium Service Desk operations and drive process transformation, digitalization, and automation. I’ve helped onboard and stabilize 28+ premium accounts, including Qantas and Qatar.
I launched SITA’s first-in-GCC Delhi Apprenticeship Program, expanded Quality Assurance to the ISC team, and integrated L1 and L2 operations. I also piloted incident automation and introduced ServiceNow dashboards for global service desks.
Previously, at IDEMIA, I headed support in India, directing L1–L3 and Field Ops and developing enterprise support solutions for customers including NCRB, ONGC, NTPC, and 22 banks. At SITA, I established Mumbai as a BCP center and helped position the Delhi desk as a top-performing global desk, with 98% ISO compliance.
