Accomplishments:-

a. Drove end to end support solutions for various verticals of IT including Finance, HR, Webex. It included handling P1/P2 escalations, release cycles, collaboration with various cross functional teams.

b. Successfully handled major vendor transitions smoothly ensuring least impact to project quality. It led to budget optimization of $25k-150K per quarter, better support model, and increased productivity.

c. Developed a framework for the entire system (having > 70k cases per qtr) to categorize the incidents effectively. That would give better insights into the unstructured data, which would help in further analysis & lead to incident reduction.

d. Conducted internal process audit & process reviews for ensuring strict adherence to the process parameters/system as per the defined guidelines.

e. For Incident management, drove various initiatives to improve the key business metrics like MTTR from a 5 days average to 1.5 days. This helped in increasing the team productivity, leading to faster service delivery & hence increased the user experience.

f. Led an entire program to influence the Scheduled Downtime (SDT) reduction through a combination of resiliency enhancements and standard up time best practice adoption. This led to a 30% reduction in SDT per quarter.

g. Received customer appreciation on handling smooth, timely month end fiscal closes by overcoming major challenges introduced in the system by new releases or by addition of new entities.

h. As a part of the stretch assignments :

i. Worked with Sales team to understand customer requirements and coordinating with Cisco IT to provide the solution. Participated in multiple customer briefings.

ii. At Company events, gave demos of Cisco products to more than 200 clients

iii. Participated in 3 university hiring cycles activities, starting from getting the requirement details from the IT org, to onboarding the new hires and getting them acquainted with the corporate culture & processes.