At LTIMindtree, I analysed requests suitable for transition from L4 to L1 and proposed process changes and Knowledge Base content. This work helped increase relevant L1-handled billable incident tickets from approximately 60 to 100 per month, and I introduced eight Knowledge Base articles.
I built and maintained KPI dashboards in Power BI and Excel, using ServiceNow data for weekly service reports, monthly governance reports, and engineer scorecards. I tracked ticket volumes, SLA performance, CSAT/DSAT trends, and queue activity across a monthly workload of 3,000+ tickets.
I also conducted process audits, maintained process documentation, and coordinated stakeholder requests, including escalation and tracking of P1 requests. I’ve applied Prompt Engineering and Agentic AI to recurring reporting and support workflows, and supported IAM through Active Directory, Okta, and the My EY Admin Portal.
