Experience Overview

IT Shift Lead with 6.5+ years of experience managing 24×7 global IT operations, driving SLA/KPI performance, and delivering ITIL-aligned support. Experienced in Microsoft 365 administration, Azure AD, enterprise SaaS platforms, and workflow automation using Power Automate.

Employment History

Leading 24×7 global IT operations while ensuring SLA/KPI compliance and service quality. Managing Microsoft 365, Azure AD, Active Directory, Intune, SaaS configurations and virtual machines. Driving automation through PowerShell, Power Automate, and ServiceNow dashboards to improve efficiency and performance visibility.

Provided L1/L2 enterprise support across global regions, managing Active Directory access, Office 365 administration, and MFA/OKTA issues. Ensured SLA-compliant ticket resolution and consistent user experience.

Delivered ITIL-aligned technical support, resolving incidents and escalating complex issues when required. Contributed to documentation and process improvements to enhance service quality.

Supported IT operations through workstation deployment, software configuration, and L1 technical troubleshooting, ensuring smooth onboarding and system functionality.

Cognizant Technology Solutions

Astreya Consultancy India Pvt Ltd

NTT DATA

WPP IT

Process Executive | 06/2018 - 04/2020

Service Desk Specialist | Dec 2021 – Sep 2022

Senior Associate | 09/2021 - 12/2021

IT Shift Lead | Oct 2022 – Present