Headline

Senior Technical Process Executive | Driving Efficiency, Quality & Scalable Operations

About

Dedicated IT Service Desk and Technical Support professional with 3.5+ years of experience in L1/L2 Support, Incident Management, and IT Operations within 24×7 production environments. Skilled in troubleshooting hardware, software, network, VPN, and access-related issues while ensuring timely resolution and SLA adherence.Experienced in ticket management, escalation handling, user account administration, and supporting enterprise IT infrastructure.Strong knowledge of ITIL processes, remote support tools, and service desk operations with the ability to work effectively in fast-paced environments and collaborate with cross-functional teams.

Location

Pune/Pimpri-Chinchwad Area

Work experience

Senior technical process executive at Infosys BPM, May 2025 - Jun 2026 · 1 yr 2 mos, Pune/Pimpri-Chinchwad Area, Leading a team of 12 service desk analysts in a 24x7 production support environment. - Managing daily service desk operations including ticket assignment, prioritization, queue monitoring, and escalation management. - Handling L1/L2 support for hardware, software, network, VPN, and access-related issues. - Troubleshooting user issues related to login failures, password resets, MFA authentication, Outlook, remote desktop, and application access. - Managing Active Directory and Azure Entra ID activities including user creation, access provisioning, group management, and account unlocks. - Supporting Azure Cloud operational tasks and user administration activities. - Maintaining 95%+ SLA compliance by ensuring timely resolution and proper ticket handling. - Coordinating with infrastructure, application, and support teams during major incidents and service outages. - Creating and maintaining knowledge base articles, SOPs, and troubleshooting documents for recurring issues.

Associate Consultant at Atos, Nov 2019 - Mar 2022 · 2 yrs 5 mos, Pune District, Monitored enterprise network infrastructure using Nagios in a 24/7 support environment, ensuring high availability and performance. - Managed incident response and ticket resolution through OTRS, while maintaining strict adherence to SLA guidelines. - Troubleshot complex network connectivity issues, VPN access, routing complications, and remote access challenges. - Coordinated with vendors, ISPs, and internal teams to effectively resolve major incidents and restore services promptly. - Supported ITIL-based processes for incident management, escalation, and change management to enhance operational efficiency.