Headline

Senior Engineer cloud and infra management @ LTIMindtree | ITIL, Mentoring, Genesys

About

I am an IT Service Management professional with 8+ years of experience specializing in Incident Management, Technical Support, and SLA Governance. My career has been built on resolving complex technical challenges, leading Major Incident Management (P1/P2 escalations), and ensuring 100% SLA compliance across high‑volume ticket portfolios. I bring strong expertise in ServiceNow, Azure/O365, Active Directory, VPN troubleshooting (Citrix Gateway, ZScaler), SOC monitoring, and KPI reporting. Over the years, I’ve successfully reduced resolution times by 20%, improved efficiency through Power BI dashboards, and increased self‑service adoption by 25% via knowledge base development. In my roles as a Service Desk SME, I’ve handled escalations across diverse environments, performed advanced troubleshooting for server outages, network failures, VPN connectivity, and O365 issues, and collaborated with vendors to drive root cause analysis and process improvements. I am passionate about operational excellence, stakeholder communication, and mentoring support teams to strengthen incident response capabilities. My certifications in ITIL V4 Foundation and Microsoft Azure Fundamentals (AZ‑900) further reinforce my ability to align IT operations with business goals. 🔹 Key Strengths: Incident Management | Technical Troubleshooting | SLA Compliance | ServiceNow | Azure/O365 | KPI Reporting 🔹 Career Goal: To contribute as an Incident Manager / Technical Support SME, ensuring service reliability and customer satisfaction in enterprise environments.

Location

Greater Bengaluru Area

AI stack

claude

ChatGPT

Microsoft Copilot

Work experience

Senior Engineer cloud and infra management at LTIMindtree, Jan 2024 - Oct 2026 · 2 yrs 10 mos, Hyderabad

Senior Infrastructure Engineer at LTIMindtree, Jan 2024 - Oct 2026 · 2 yrs 10 mos

System Engineer at Zensar Technologies, Aug 2022 - Jan 2024 · 1 yr 6 mos, Hyderabad, Telangana, India

Service Desk Engineer at Zensar Technologies, Aug 2022 - Dec 2023 · 1 yr 5 mos

Service Desk Engineer at Arete, Jan 2022 - Aug 2022 · 8 mos, Hyderabad, Telangana, India

Service Desk Engineer at AreteIR, Jan 2022 - Jul 2022 · 7 mos

Information Technology System Administrator at Wipro Limited, Nov 2019 - Dec 2021 · 2 yrs 2 mos, Hyderabad Area, India

Information Technology Administrator at Wipro Limited, Nov 2019 - Dec 2021 · 2 yrs 2 mos

Education

Bachelor of Technology (BTech), cse, sikkim manipal institute of technology

Bachelor of Science, Computer Engineering, sikkim manipal institute of technology