---
title: "Nithin M.S - Production support Team lead in Bengaluru | Tal"
description: "Meet Nithin M.S, ITSM & Production Support Lead | IT Operations | SLA Governance | Automation | M365 | Okta | Intune based in Bengaluru."
image: "https://tal.club/meet/nithin-ms/share-image"
---

# Nithin M\.S on Tal

## Headline

ITSM & Production Support Lead \| IT Operations \| SLA Governance \| Automation \| M365 \| Okta \| Intune

## About

I turn production chaos into structured, automated, measurable operations\. I own incident management end\-to\-end — reducing escalations, cutting MTTR, and building automation\-first workflows using Freshservice, n8n, and Power Automate\. My focus isn't just keeping systems running — it's designing them so they run better without constant human intervention\. Over the years, I've shifted from responding to chaos to designing it out\. That means: Reducing L3 escalations through structured ownership models Identifying recurring failure patterns and eliminating root causes — not just closing tickets Building workflows that replace manual effort with reliable automation Integrating tools like Freshservice \+ Microsoft Teams to make incident response faster and fully traceable Results so far: SLA compliance from 80% to 99%, 35% zero\-touch ticket resolution, 7 Lean processes delivered across 4 teams\. I don't just manage tickets — I build the frameworks that make tickets manageable\. Right now, I'm focused on maturing production operations into a measurable, scalable function — where accountability is clear, automation does the heavy lifting, and the team isn't firefighting the same issue twice\. I'm currently exploring IT leadership roles where I can bring this thinking to a larger scale\. Open to connecting with teams building serious IT operations

## Location

Bengaluru

## Work experience

Production support Team lead at EagleView India, Jan 2023 \- Present · 3 yrs 5 mos, Bengaluru, Karnataka, India

Information Technology Team Lead at EagleView India, Aug 2021 \- Present · 4 yrs 10 mos, Bengaluru, Karnataka, India

Senior Help Desk Analyst at EagleView India, Apr 2021 \- Aug 2021 · 5 mos, Bengaluru, KA, India

Project Engineer at Wipro Digital Operations and Platforms, Dec 2018 \- Sep 2019 · 10 mos, Bengaluru, Karnataka, India

Service Desk Analyst at VMware, Jul 2017 \- Dec 2018 · 1 yr 6 mos

Information Technology Help Desk Technician at CGI, Oct 2015 \- Oct 2016 · 1 yr 1 mo, Bengaluru, Karnataka, India

Customer Support Specialist at Flipkart, Jun 2014 \- Jul 2015 · 1 yr 2 mos, Bengaluru, Karnataka, India

## Education

Bachelor of Technology \- BTech, Electrical, Electronics and Communications Engineering, amrita vishwa vidyapeetam

[View the original profile](https://tal.club/meet/nithin-ms)

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