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Sanjana Agrawal

@sanjanaagrawal

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IT Service Delivery and Operations leader driving SLA compliance and operational excellence.

India

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What I'm looking for

I am seeking a Service Delivery or IT Operations role where I can drive SLA compliance, improve processes, mentor teams, and lead client-focused delivery in a collaborative culture.

I am an IT Service Delivery and Operations professional with 7+ years managing enterprise-scale Microsoft projects across infrastructure, service delivery, and team operations.

I consistently delivered SLA compliance, led cross-functional teams, reduced escalations, and improved service reliability through clear SOPs and documentation.

My hands-on experience includes Microsoft SMS/ConfigMgr, incident and problem management, reporting, and stakeholder communication for large migration and support engagements.

I am seeking to re-enter the workforce in Service Delivery / IT Operations Management to apply my operational discipline, process optimization skills, and client-focused delivery approach.

Experience

Work history, roles, and key accomplishments

Current

Freelance Consultant

Current

Freelance

Feb 2013 - Present (13 years 4 months)

Managed personal development and family priorities while delivering mutual fund distribution services and client financial planning since 2013; maintained client relationships and drove savings/investment adoption.

Client Relationship Management Financial Advisory Mutual Funds Communication Time Management Reporting

Senior Configuration Administrator

Wipro Limited

Nov 2010 - Feb 2013 (2 years 3 months)

Oversaw end-to-end SCCM/SMS service delivery for Hospira enterprise clients, ensuring asset inventory accuracy and 100% SLA compliance for asset reporting and system integration.

SCCM SMS Asset Management Incident Management SLA

ConfigMgr Tier 3 Engineer

Wipro Limited

Dec 2008 - May 2010 (1 year 5 months)

Led ConfigMgr2007 service delivery operations, authored SOPs that reduced escalations by 25%, and produced weekly performance reports supporting contract renewal and improved customer satisfaction.

SOP Development Reporting Client Engagement Documentation

DPM Communication Lead

Wipro Limited

Mar 2008 - Dec 2008 (9 months)

Directed communications for a large-scale Microsoft DPM migration for 1,000+ clients, centralized dashboards and documentation, and met migration deadlines despite a 50% team reduction.

Dashboarding Stakeholder Management Documentation Reporting

SMS Tier 1/2 Engineer

Wipro Limited

Mar 2005 - Mar 2008 (3 years)

Managed installation, configuration, and monitoring of Microsoft SMS servers, trained juniors, and delivered a 30% revenue increase from a successful SMS migration while reducing operational costs by 20%.

SMS Monitoring Training Audit Reporting Cost Optimization