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Open to opportunities

Sneha Subramanian

@snehasubramanian1

I lead service desk operations, major incidents, escalations, and SLA-driven workplace technology support.

What I'm looking for

I'm looking to continue leading service desk and incident operations, improving SLA performance, reducing recurring issues through automation, and building stronger support teams and processes.

I'm currently supporting Verizon India in a Command Center role, handling daily incidents, calls, chats, escalations, and major-incident communications while ensuring SLA adherence.

I work closely with application and support teams to drive issues to closure, monitor ticket queues and incident trends, and keep stakeholders informed with clear updates. I also support agents during critical issues and help strengthen team capability through training, SOPs, and knowledge-base articles.

I've shared recurring-issue insights with data and automation teams to move repeat requests toward Tier 0 self-service and bot-based solutions. My reporting includes monthly and quarterly analysis of trends, usage, and volume-reduction impact.

Earlier, I provided L1 healthcare IT support at GAVS Technologies and supported McAfee antivirus users across Windows and mobile devices at Sutherland Global Services. I bring hands-on experience in ITIL processes, incident management, root cause analysis, and service quality.

Experience

Work history, roles, and key accomplishments

VI

Current

Engineer 3 Consultant, Technical Support

Current

Nov 2019 - Present (6 years 9 months)

Handles incident, call, and chat management daily, ensuring SLA adherence. Acts as escalation point, supports agents, and collaborates with application teams for issue resolution and process improvements.

ITIL Incident Management Major Incident Management SLA Management Escalation Management Command Center Operations Root Cause Analysis Trend Analysis Process Improvement Automation Service Desk Operations Stakeholder Communication Knowledge Base Training Reporting

VI

Engineer 2 - Tech support

Dec 2021 - Nov 2023 (1 year 11 months)

Provided technical support, handling incidents and ensuring SLA compliance.

IT Support Incident Management SLA Management

VI

Engineer 1 - Tech support

Nov 2019 - Nov 2021 (2 years)

Provided technical support, handling incidents and ensuring SLA compliance.

IT Support Incident Management SLA Management

GT

Engineer 3

GAVS Technologies

Jul 2019 - Oct 2019 (3 months)

Provided L1 IT support for healthcare domain users, covering Active Directory and user management. Resolved system, access, and application-related incidents within SLA.

IT Support Active Directory User Management Incident resolution SLA Management

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Associate IT Help Desk

Sutherland Global Services

Jul 2017 - Jun 2019 (1 year 11 months)

Provided IT support for McAfee antivirus on Windows and mobile devices. Handled escalations and ensured high-quality resolution for security-related issues.

IT Support Windows Mobile Devices Escalation Management Security

Education

Degrees, certifications, and relevant coursework

PT

Park College of Engineering and Technology

Bachelor of Technology, Information Technology

2013 - 2017

Pursued a Bachelor of Technology in Information Technology, gaining a strong foundation in computing and engineering principles.

Tech stack

Software and tools used professionally

Windows

Bridge

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