Open To Work
Kavita Rawat
Pune
Summary
Detail-oriented IT Support and Operations professional with over 3 years of experience in global service desk operations. Acting Team Lead since April 2026, managing team activities, mentoring staff, and ensuring SLA adherence. Expertise in technical support, escalation management, governance reporting, and stakeholder communication within a 24/7 environment.
Overview
3
3
years of professional experience
20
20
years of post-secondary education
Work History
Subject Matter Expert (L3)
Mphasis Pvt Ltd.
Pune
02.2025 - Current
- Worked as Subject Matter Expert (SME) from February 2025 till March 2026 and currently functioning as Acting Team Lead since April 2026.
- Coordinated day-to-day support operations for 24-member global service desk, ensuring seamless service delivery.
- Acted as the direct point of contact between the Operations Manager and support teams for operational escalations.
- Handling leadership responsibilities for a 10-member team including mentoring, work allocation, performance guidance, and operational support.
- Conducting monthly process knowledge assessments to improve process compliance and team performance.
- Facilitated weekly governance/client calls to address escalations, DSATs, operational concerns, and drive service improvements.
- Supporting enterprise IT operations handling ~6,000 monthly tickets including incidents and service requests.
- Service Desk responsible for resolving ~2,000 incidents and ~1,500 service requests monthly while maintaining SLA compliance.
- Contributed to ticket resolution during peak workloads while overseeing team leadership responsibilities.
- Providing technical and operational support for ~41,000 global users across EMEA, APAC, and North America regions in a 24/7 enterprise environment for client Merlin Entertainments.
- Managing manual IT account provisioning activities for multiple international attractions/business units including China, Malaysia, Germany, Iceland, and Dubai locations.
- Handling escalation management and supporting continuous service improvement initiatives.
- Tools & Technologies Used: Active Directory / AD Manager Plus, Microsoft Exchange Admin Center, Microsoft Azure, ScriptRunner, Equitrac (Follow-You Printing), Atlassian Access / Jira, Oracle Simphony, UKG, Adyen, RotaGeek.
Technical Support Engineer
Mphasis Pvt Ltd.
Pune
03.2023 - 02.2025
- Provided L2 technical support for enterprise users across global regions.
- Managed incidents and service requests for accounts, hardware, software, and applications to ensure timely resolution.
- Troubleshot enterprise application and user access issues while ensuring SLA adherence.
- Troubleshot enterprise application and user access issues, consistently meeting SLA requirements.
- Coordinated with internal teams and stakeholders for effective issue resolution and escalation management.
- Delivered support in a fast-paced 24/7 global support environment.
Education
MBA - Information Technology
Dr D Y Patil College
Pune, India 07.2023 - 08.2025
Bachelor of Science - Biotechnology
Dr D Y Patil Arts, Commerce And Science College
Pune, India 06.2016 - 04.2020
Higher Secondary Certificate -
SNBP College
Pune, India 06.2014 - 03.2016
Secondary School Certificate -
Priyadarshani English Medium High School
Pune, India 06.2002 - 04.2014
Skills
- Active Directory Administration
- Azure Administration
- Exchange Admin Center
- Account provisioning
- Access Management
- Incident Management
- Service Request Management
- Application Support
- Enterprise IT Support
- Tech troubleshooting
- User management
- SLA Management
- Jira tools
- Escalation management
- Team Management
- Risk Assessment
- Process optimization
- Operational support
- System Optimization
- Technical Documentation
- Customer Satisfaction
- Client Communication
- Stakeholder relations
- Training mentorship
Additional Information
Experience supporting enterprise operations for ~41,000 users globally., Exposure to EMEA, APAC, and North America support environments., Experience in 24/7 operational support and governance activities., Strong experience in enterprise service desk operations and leadership coordination., Completed MBA in Information Technology alongside full-time enterprise IT operations role., Experience supporting enterprise applications including Adyen, UKG, RotaGeek, Oracle Simphony, and Equitrac.
Recognition
- Employee of the Quarter, 04/01/23 - 06/30/23
- Employee of the Quarter, 06/01/25 - 08/31/25
Languages
English
Advanced
C1
Hindi
Proficient
C2
Marathi
Proficient
C2
Timeline
Subject Matter Expert (L3)
Mphasis Pvt Ltd.
02.2025 - Current
MBA - Information Technology
Dr D Y Patil College
07.2023 - 08.2025
Technical Support Engineer
Mphasis Pvt Ltd.
03.2023 - 02.2025
Bachelor of Science - Biotechnology
Dr D Y Patil Arts, Commerce And Science College
06.2016 - 04.2020
Higher Secondary Certificate -
SNBP College
06.2014 - 03.2016
Secondary School Certificate -
Priyadarshani English Medium High School
06.2002 - 04.2014