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About

Seasoned Technical Service Manager with 8+ years of progressive IT experience spanning enterprise service delivery, End User Computing, NOC engineering, and infrastructure leadership. Proven single point of contact (SPOC) for escalations, stakeholder communication, and cross-vendor governance across multinational operations.

Experience6

  1. Associate Project Lead

    Oct 2025 — Present

    OSI Digital · Hyderabad, India

    Operate as single point of contact for all service escalations and stakeholder communication, coordinating resolution across internal teams and third-party vendors within defined SLAs. Provide strategic leadership to the service desk team; oversee operational delivery of incidents and service requests, enforcing SLA/KPI thresholds and driving continuous service improvement across a matrix organization.

  2. Global Helpdesk & NOC Team Lead

    Jun 2024 — Oct 2025

    Maxeon Solar Technologies @ Sailotech · Hyderabad, India

    Directed a multi-region global helpdesk and NOC team, managing resource allocation, shift planning, and performance governance across geographies. Reduced average incident resolution time by 20% through implementation of standardized ITIL-based escalation workflows and structured troubleshooting methodologies.

    • 20% Reduction in average incident resolution time
    • 20% Improvement in SLA compliance
    • 30% Reduction in device-related ticket volume
    • 30% Increase in customer satisfaction scores

  3. IT Specialist

    Sep 2023 — Jun 2024

    Proximity Works · Remote, India

    Served as primary IT SPOC for the organization, managing system administration, user provisioning, access controls, and endpoint security across a distributed remote workforce. Reduced software licensing costs by 15% through automated billing/usage consolidation scripts.

    • 15% Reduction in software licensing costs

  4. Senior IT System Administrator

    Jul 2022 — Aug 2023

    Milestone Technologies, Inc. · Hyderabad, India

    Managed and continuously improved Corporate IT Service Desk operations for the Hyderabad office, overseeing incident management, change management, network infrastructure monitoring, vendor communication, and facility IT governance. Acted as SPOC for stakeholder communication, coordinating service delivery excellence across geographies for a global client base.

  5. Network Operations Centre (NOC) Engineer

    Aug 2021 — Jul 2022

    Nuance Communications · Hyderabad, India

    Monitored and managed network performance across Routers, Switches, and Firewalls in a 24/7 global NOC environment. Troubleshot LAN, WAN, and voice systems; coordinated with vendors to negotiate resolution priorities and maintain performance SLAs.

  6. System Analyst

    Sep 2017 — Aug 2019

    Deloitte Consulting · Hyderabad, India

    Delivered end-user support and application troubleshooting for global enterprise teams at a Big 4 consulting environment, managing user accounts, device provisioning, and access management at scale. Increased first-call resolution for AV/video conferencing issues by 25% through proactive monitoring and structured support of endpoint and collaboration systems.

    • 25% Increase in first-call resolution for AV/collaboration systems

Certifications3

  • ITIL V4 Foundation

    Axelos

  • AWS Certified Associate

    Amazon Web Services Academy

  • Google IT Support Professional

    Google/Coursera