At First American India, I serve as the operational lead for P1/P2 Major Incident Management and administer xMatters across enterprise applications. I also redesigned the incident management framework to reduce MTTR and improve system resilience.
I automated incident escalation workflows using Microsoft Teams and Slack, saving 56 hours annually. I also automated stakeholder communications during disaster recovery cycles, saving more than 400 minutes per cycle.
At NTT Data Global Delivery Services, I led Service Desk operations and trained 10 analysts in process compliance and L1/L2 issue resolution. I administered services across more than 150 applications while maintaining over 90% SLA performance.
Earlier, at Collabera Technologies Pvt Ltd and Convergys – Microsoft Project, I supported service desk operations, virtual desktop deployments, and Tier 1/Tier 2 technical support. My work included handling escalated cases and conducting root-cause analysis.
