At EY, I drive AI-based automation for Incident and Change Management, improving operational efficiency across ITSM workflows. I implemented AI-powered bots for ticket creation, categorization, assignment, and conversational support, reducing Service Desk workload by 40%.
I also streamlined workflow automation handling 300+ monthly ticket interactions. By translating business requirements into ITIL-aligned automation use cases, I helped improve process standardization by 30%.
At Cognizant Technology Solutions, I managed the Change lifecycle across Normal, Standard, Emergency, and Expedited changes, maintaining 100% ITIL compliance. I facilitated CAB and Pre-CAB meetings and published governance dashboards and KPIs.
My Cognizant experience also included Change governance, Incident lifecycle management, and SIAM process coordination. I hold ITIL V4 Foundation certification and a Bachelor of Commerce from Sant Gadgebaba Amravati University.
