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sanjukta bordoloi

@sanjuktabordoloi

I lead enterprise escalations, root cause analysis, and ITSM improvements that reduce resolution time and strengthen customer outcomes.

India

Message

What I'm looking for

I'm looking to lead customer-focused IT operations, escalations, incident and problem management, and automation initiatives where I can improve service health, reduce turnaround time, and connect engineering, support, and business teams.

I'm currently the primary escalation and resolution point at HCLTech for a 26-member Help Desk, Service Desk, and RDS operation supporting 1,200+ monthly customer interactions. I lead P1/P2 incident coordination, translate operational telemetry into action plans, and prototype Power Automate, SharePoint, and Copilot Studio solutions.

Previously at NTT DATA Services, I led a 12-member service-delivery team handling 800–1,000 monthly requests. I owned major incidents end-to-end, maintained Problem Registers, facilitated RCA and post-incident reviews, and connected technical resolver teams with business stakeholders.

Across enterprise support roles at Concentrix and DXC Technology, I've built hands-on troubleshooting experience across Microsoft 365, endpoints, VPNs, printers, and connectivity. My work has supported 97–98%+ SLA performance, 95% CSAT, and MTTR reductions of up to 25%.

Experience

Work history, roles, and key accomplishments

Current

Technical Specialist / Team Lead

Current

HCLTech

May 2025 - Present (1 year 4 months)

Serve as the primary escalation and resolution point for a 26-member Help Desk, Service Desk, and RDS operation supporting 1,200+ monthly customer interactions. Act as operational lead for P1/P2 incidents, coordinating bridge calls and driving root cause investigation.