About
ITSM, Incident, and Major Incident Management Professional with 9 years of enterprise experience across Allianz Partners, UNDP, Deloitte, and HCL Technologies. I specialize in SLA-driven service delivery, rapid incident resolution, and commanding major incident bridge calls to restore critical enterprise services.My core expertise lies in steering Incident, Problem, and Major Incident workflows within ServiceNow environments. I focus on comprehensive ticket lifecycle control, proactive MTTR reduction, and maintaining audit-ready process discipline during high-stakes IT outages. While my foundation includes deep technical knowledge of Windows enterprise architecture, Microsoft 365, and Active Directory, my primary focus is coordinating cross-functional resolver groups to stabilize operations.I operate with a strict process-first mindset. My professional approach centers on:Directing major incident communications and providing real-time impact updates to executive stakeholders.Enforcing strict SLA governance and triage protocols across global resolver teams.Driving Problem Management initiatives by independently authoring RCA documents to prevent repeat incidents.Managing IT Change activities to minimize operational risk and service disruptions.Serving as the central coordination point for vendors and infrastructure teams during critical system restorations.Fostering a culture of continuous improvement through comprehensive SOP and Knowledge Base documentation.Proven track record of reducing operational toil through strict RCA documentation, cross-team coordination, and upskilling technical engineering teams.
Work experience
Senior IT Support Specialist at Allianz Partners, Aug 2025 - Present · 11 mos
Information Communication Technology Engineer at UNDP, Jan 2025 - Aug 2025 · 8 mos, Delhi, India
VIP SUPPORT ENGINEER at Deloitte, Sep 2023 - Oct 2024 · 1 yr 2 mos, India, Trained and upskilled technical team members and field service engineers on incident communication, enterprise documentation, and Service Desk workflows to elevate client satisfaction.
Desktop Support L2 Professional at HCLTech, Nov 2021 - Apr 2023 · 1 yr 6 mos, Led training and upskilling initiatives for field service engineers and technical support teams on RCA drafting, problem-solving methods, and ticket management to improve overall service quality.
Desktop Support Engineer at HCLTech, Jun 2020 - Oct 2020 · 5 mos, Noida, Uttar Pradesh, India
