At DXC Technology Pvt Ltd, I serve as a client-facing service delivery leader across End User Support, Service Desk L1/L2, Site IT Operations, and Security Incident Operations. I own governance for 40+ FTEs and drive a 30% reduction in incident resolution time.
I coordinate client stakeholders, delivery teams, resolver groups, and vendors through escalations and service-impacting incidents. Through disciplined incident response and governance, I contributed to a 20% improvement in service uptime.
At IBM India Pvt Ltd / Kyndryl India Pvt Ltd, I helped recover a critical client relationship to steady state while supporting 200+ global resources, helping avoid more than $2M in penalties. I also develop AI agents and automation workflows to reduce incoming volume and manual effort, and have applied ITIL v4, Six Sigma, and service improvement methods across operations.
