GREESHMA V NAIR

Platform Modernization & Global Rollouts

• Migrated monitoring capabilities from legacy tooling to a modern observability platform, boosting alert accuracy by 50%.
• Directed the global rollout of a unified incident and event management platform across three regions, standardizing processes and improving response maturity.

Architected and Launched the Global Command Center

• Built the Global Command Center from the ground up, hiring and developing a team across Event Management and Operations Support.
• Designed and implemented 30+ SOPs, escalation workflows, monitoring playbooks, and operational governance frameworks.
• Achieved full operational readiness within 90 days, successfully meeting an aggressive enterprise-wide go-live mandate.

Monitoring & Onboarding Excellence

• Onboarded multiple applications and services into the Global Command Center’s monitoring and support ecosystem.
• Partnered with product owners, and developers to define monitoring KPIs, alert thresholds, runbooks, and escalation matrices.
• Standardized onboarding documentation and introduced reusable templates, cutting onboarding timelines by 40%.

Event & Incident Management

• Established 24/7 real-time (“eyes on glass”) monitoring for critical applications and infrastructure.
• Improved service reliability by reducing MTTD by 40% and MTTR by 35% using proactive alerting and optimized escalation pathways.
• Managed 15+ major incidents as Incident Manager, ensuring rapid containment and minimal business impact.
• Own complete service lifecycle including onboarding, offboarding, access management, and asset provisioning.
• Drive Incident, Service Request, and Major Incident Management, ensuring SLA compliance and timely resolution of critical issues.
• Implement and standardize ITIL-based processes (Incident, Problem, Change Management) improving operational efficiency.
• Collaborate with cross-functional teams and vendors to ensure seamless service delivery and issue resolution.
• Drive continuous improvement initiatives through service reviews, audits, and user feedback analysis.
• Manage end-user computing environment, including device lifecycle, security compliance, and configuration standards.
• Oversee access control and security compliance, ensuring adherence to organizational and regulatory policies.
• Support virtual desktop infrastructure (VDI)/Citrix environments, ensuring high availability and performance.
• Conduct team mentoring, training, and performance management to enhance team productivity and service quality.
• Act as primary point of contact for stakeholders, ensuring transparent communication and high customer satisfaction.

• Led service desk transition and onboarded 40+ applications
• Reduced OpEx by $2.7M through global support model transition
• Improved CSAT by 12% and reduced escalations by 40%
• Oversaw 500+ deployments and patching activities per quarter across production and non-production environments.
• Collaborated with SRE and development teams to deliver zero-downtime releases aligned with change management and compliance requirements.
• Reduced MTTR by 8 hours using automation and process improvements
• Acted as escalation point for major incidents and L3 production issues
• Implemented incident management processes, playbooks, and training programs

• Provided L2/L3 production support for enterprise applications
• Managed user access, asset distribution, and issue resolution
• Handled customer escalations and service requests efficiently
• Streamlined asset management and ticket prioritization processes

• Delivered end-user support and ticket resolution
• Managed incident triaging and troubleshooting
• Supported IT operations and service delivery activities

• Developed and optimized SQL queries, scripts, and stored procedures
• Supported production systems, deployments, and issue resolution
• Performed root cause analysis and performance tuning