At Tata Consultancy Services, I worked on McKesson’s pharma IT engagement, translating operational requirements into structured work items and documentation. I supported governance initiatives by validating ownership and process data across 26,000+ servers.
I used ServiceNow, Excel and Jira to investigate operational information, track delivery activities and share decision-ready updates. I also coordinated UAT and validation with stakeholders and technical teams.
At Tata Consultancy Services, I was the primary point of contact for Telstra Corporation enterprise service cases. I managed cases from investigation through closure, kept customers informed, and coordinated escalations and SLA issues across teams.
For Telstra, I led root-cause analysis on recurring service issues and supported a self-service pilot that reduced client escalation rates by 40%. I also drove workflow improvements that delivered a 25% gain in operational efficiency.
