At Mercer (A Business Of Marsh), I direct ITIL service operations across 12+ enterprise SaaS applications, maintaining 99.4% SLA adherence and cutting MTTR by 22% during critical disruptions.
I deliver portfolio-level service scorecards and assess risk and business impact for cloud and infrastructure changes. By restructuring compute instances and automating resource scheduling, I achieved a 50% recurring AWS cost reduction.
Previously, as an ITSM Specialist at Wipro, I conducted root cause analyses for major incidents and developed SOPs and runbooks that reduced recurring incident volume by 20%. I also worked across Linux and Windows server environments and hold the Azure Fundamentals (AZ-900) certification.
