About
Seasoned IT Service Delivery & Governance Leader with 12+ years of experience in IT Service Management, Operations Governance, and Service Level Management across global enterprises. Proven expertise in driving operational performance, SLA/KPI governance, and continual service improvement (CSI) initiatives.
Experience1
Service Delivery Manager / SAP BASIS Lead
Sep 2010 — PresentCapgemini Technology Services Limited
Delivered 50+ high-quality RCA reports with actionable insights, orchestrated global P1/P2 incidents, and escalated incidents promptly to improve stakeholder visibility. Directed troubleshooting across servers and networks, achieving consistent SLA compliance for incident response and resolution. Mentored staff on incident handling and monitoring practices, improving response consistency and operational readiness.
- Reduced MTTR by 25% through structured incident handling.
- Delivered high-quality RCA reports with actionable insights, improving system reliability.
- Championed automation and service improvement programs, enhancing operational efficiency.
- Successfully managed global incident governance and executive stakeholder communication.
- Reduced repeat incidents by 20% through RCA governance.
- Successfully managed global incident bridges impacting 30,000+ users.
- Implemented monitoring improvements that cut false alerts by 30%.
Education2
Master of Computer Applications
2010 — 2010Indira Gandhi National Open University
Bachelor of Computer Applications
2008 — 2008Indira Gandhi National Open University