Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Personal Details
Accomplishments
Timeline
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Sameera Dhawan

Sameera Dhawan

Chandigarh

Summary

IT Service Delivery Manager | Incident & Request Management | People Leader

Experienced IT Service Management professional with 11+ years of expertise leading global support teams, driving incident management, and ensuring SLA-driven service delivery in large enterprise environments. Proven ability to manage high-severity escalations, coordinate with cross-functional stakeholders, and mentor diverse technical teams. Skilled in ITIL-based service operations with a focus on operational excellence, process improvement, and stakeholder satisfaction.

Overview

11
11
years of professional experience
1
1
Certification

Work History

IT Support Team Lead

Amazon
06.2021 - Current
  • Leading a team of 20+ engineers providing IT support to global Amazon employees across multiple geographies.
  • Improved ticket resolution rate from 72% to 83% through process redesign, coaching, and proactive monitoring.
  • Reduced transferred-out incidents from 20–25 per week to 4–5 per week by developing team capability and knowledge management practices.
  • Reduced Mean Time to Resolution (MTTR) from 24 hours to 10 hours, ensuring faster service restoration for high-priority issues.
  • Proactively handled 200+ tickets every weekend by driving effective workload balancing and optimizing team shift rosters.
  • Managed daily workload distribution, ensuring timely resolution of incidents and service requests within defined SLAs.
  • Participated in bridge calls and led resolution efforts for high-severity incidents while maintaining consistent stakeholder communication.
  • Implemented onboarding frameworks and knowledge-sharing processes to accelerate team readiness and maintain high customer satisfaction.
  • Followed ITIL guidelines for incident and request handling while ensuring compliance with information security and audit standards.
  • Developed, published, and updated standard operating procedures to drive consistency and process adherence.

Technology Analyst

Infosys Limited
04.2014 - 06.2021
  • Delivered IT service management, desktop support, and application deployment services for enterprise clients.
  • Managed installation, configuration, and administration of Active Directory environments, Windows servers, and end-user devices.
  • Investigated and resolved critical escalations related to application, server, and infrastructure performance issues.
  • Led major incident response efforts and coordinated cross-functional teams to restore service within agreed timeframes.
  • Progressed from System Engineer to Senior System Engineer to Technology Analyst, demonstrating consistent growth and leadership.

Education

Masters of Technology -

Kurukshetra University, Haryana
05-2014

Bachelors of Technology -

Kurukshetra University, Haryana
05-2012

Skills

  • IT Service Management (ITSM)
  • Incident & Problem Management
  • Request Fulfillment
  • People Management & Leadership
  • SLA Management
  • Stakeholder Communication
  • High-Severity Incident Handling
  • Root Cause Analysis
  • Process Improvement
  • Active Directory & Windows Server Administration
  • Basic Linux/Unix Administration
  • ITIL Framework & Best Practices

Certification

  • ITIL v4 Foundation
  • Active Directory & Exchange Server Administrator
  • Scrum Fundamentals (Scrum Study)
  • Situational Leadership (Amazon)

Affiliations

  • Traveling | Cooking | Reading | Exploring New Technologies

Personal Details

  • Gender: Female
  • Date of Birth: 24-Feb-1990
  • Nationality: Indian
  • Languages: English, Hindi, Punjabi

Accomplishments

  • Amazon Achiever's Award Q2 2024 - A testament to relentless effort, passion, and the pursuit of excellence
  • Amazon Partner's Award Q2 2025 for successful collaboration with a cross-functional team

Timeline

IT Support Team Lead

Amazon
06.2021 - Current

Technology Analyst

Infosys Limited
04.2014 - 06.2021

Masters of Technology -

Kurukshetra University, Haryana

Bachelors of Technology -

Kurukshetra University, Haryana

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Sameera Dhawan