Headline

Sustainability & Climate Service Management Leader | Technical Program Management – ITSM AI Initiatives | ITIL 4, Lean Six Sigma Black Belt, Scrum Certified

About

I am an ITSM and Data professional with growing leadership responsibility across service excellence, analytics, and Generative AI (GenAI) enablement. I focus on translating business needs into practical, scalable solutions using structured service management, data insights, and responsible AI adoption. Backed by certifications including ITIL 4 (Foundation, CDS, DPI), Professional Scrum Master, and Lean Six Sigma Black Belt, I bring a disciplined, outcome-oriented approach to process improvement, analytics-led decision-making, and program execution. Over the course of my career, I have: -Designed and delivered Power BI and SAP Web Intelligence dashboards supporting operational and leadership decision-making. -Improved IT service management processes through ITIL-aligned frameworks, enhancing efficiency, governance, and service quality. -Driven enterprise AI chatbot initiatives as a Technical Program Manager (TPM), coordinating across engineering, QA, security, and business stakeholders. -Applied prompt engineering and tested custom GPTs to improve chatbot accuracy, usability, and adoption. In my current role, I lead initiatives and contribute hands-on, working closely with managers and senior stakeholders. I am known for clarity, accountability, and execution in complex, evolving environments, and for enabling teams to deliver consistent outcomes. I am keen to continue growing into broader leadership roles in service management, analytics, and AI enablement, where I can develop people, scale impact, and drive meaningful business value.

Location

Mumbai Metropolitan Region

Work experience

Senior Associate - Sustainability and Climate Service Management Lead at MSCI Inc., Jan 2025 - Present · 1 yr 6 mos

Associate - ESG Service Operations and Reporting at MSCI Inc., Nov 2022 - Jan 2025 · 2 yrs 3 mos

Contractor - ESG Service Operations at MSCI Inc., Sep 2021 - Nov 2022 · 1 yr 3 mos, Mumbai

Consultant - Incident, Problem and Change Management at Capgemini, Apr 2021 - Oct 2021 · 7 mos, Mumbai

Associate Consultant - Change Management at Capgemini, Jan 2019 - Apr 2021 · 2 yrs 4 mos, Mumbai, Maharashtra, India

Software Associate - ITSM Applications Management at LNT Infotech, Oct 2016 - Jan 2019 · 2 yrs 4 mos, Airoli

Education

Master of Science - MS, Information Technology, K J Somaiya College of Science & Commerce Vidyanagar Vidyavihar Mumbai 400 077

Bachelor of Science - BS, Information Technology, K J Somaiya College of Science & Commerce Vidyanagar Vidyavihar Mumbai 400 077