Headline

IT Service Delivery and Incident Management Professional

About

IT technical support and service delivery engineer with 9+ years of experience delivering enterprise-scale end-user computing (EUC), endpoint management, and global IT support. Demonstrated expertise in leading support teams, managing incidents and escalations, and ensuring high-quality service delivery across multi-platform environments, including Windows, macOS, Linux, iOS, and Android. Strong hands-on experience with modern endpoint and identity management solutions such as Azure AD, Microsoft Intune, JAMF, Zscaler, ServiceNow, and Microsoft 365. Proven ability to enhance endpoint security, drive operational efficiency, and improve service performance through process optimization and automation. Recognized as a trusted partner to senior leadership for providing VIP/CXO support, ensuring business continuity, maintaining operational stability, and driving continuous service improvement initiatives.

Location

Greater Bengaluru Area

AI stack

gemini

meta

openai

perplexity

Canva Magic Studio

ChatGPT Images

Work experience

Deputy Manager at Sagility, May 2025 - Feb 2026 · 10 mos, Bengaluru, Karnataka, India, Working on IT infra and change management with O365 admin and commvault admin.

Assistant Manager at Sagility, Oct 2021 - May 2025 · 3 yrs 8 mos, Bengaluru, Karnataka, India

Information Technology Technical Support at Sagility India Ltd., Managed a large-scale enterprise endpoint environment supporting 2,000+ global users across Windows and macOS platforms. Leveraged endpoint management tools and ITSM frameworks to streamline incident and service request workflows, resulting in improvement in SLA adherence and resolution times. Administrator for Azure AD, JAMF, Zscaler, Commvault, and MDM platforms. Drive macOS fleet management using JAMF (policies, app deployments, integrations). Support and maintain Microsoft 365, Zscaler and Commvault environments. Manage critical incidents and executive escalations, providing direct CXO-level support. Produce weekly and monthly operational reports for leadership review. Administer SFTP servers supporting internal and external business workflows. Engaging vendors/OEMs during incidents, AMC, and quote requirements.

Information Technology Executive at Sysnet Global Technologies Pvt Ltd, Delivered enterprise support for Windows, macOS, Linux, and mobile devices. Performed OS deployments, patching, and vulnerability remediation. Supported Microsoft 365 services and JAMF-based Mac deployments. Provided VIP support and managed enterprise video conferencing systems (Cisco, Polycom, Kramer).

Desktop Support Engineer at Impact Infotech Technologies, Administered Exchange and Zimbra mail servers, including troubleshooting and migrations. Managed FTP/file servers, backups, LAN infrastructure, and GPOs. Supported enterprise messaging and user provisioning operations.

Desktop Support Engineer at RK Enterprises, Provided onsite and remote desktop support for enterprise users. Supported meeting rooms, OS installations, backups, and email systems. Resolved system issues using structured troubleshooting and open-source tools.

Education

Bachelor of Technology - BTech, Electrical and Electronics Engineering, Collage of engineering Bhubaneswar