Sangeetha BR
Bengaluru
Summary
Senior service coordinator with 11 years of experience in support and 3 years in Azure administration. Expertise in incident resolution, cross-team collaboration, and automation to minimize recurring issues. Proven track record in SLA improvement, root cause analysis, and escalation management. Proficient in ServiceNow, Azure AD, Exchange Online, and change management.
Overview
13
13
years of professional experience
Work History
Senior Service Coordinator
Kyndryl
Bangalore
2022.05 - Current
- Escalation point of contact for complex technical issues.
- Coordinated service requests and escalations, ensuring timely resolution across cross-functional teams.
- Implemented effective plans which reduced priority tickets by 80%.
- Improved team quality metrics by 40% and reduced resolution time.
- Led root cause analysis and documented findings to improve future case handling and resolution processes.
- Developed a system for tracking SSO certificate renewals to ensure timely updates..
- Managed user access control across cloud platforms using identity management tools, enhancing security and compliance.
- Developed a system for tracking SSO certificate renewals to ensure timely updates.
Advance Analyst
Ernst & Young
2019.01 - 2021.08
- Coordinated with 15+ US stakeholders during critical tax seasons to ensure seamless operations.
- Delivered reports for 112+ clients with actionable insights.
- Served as single point of contact for urgent incident escalations, delivering timely resolutions to minimize downtime.
- Trained freshers on ServiceNow and automation tools, enhancing team capability.
- Recognized with SPOT Award for initiative and leadership.
Assistant Team Lead
IBM
2014.09 - 2018.11
- Supervised and trained 25-member support team to elevate service quality.
- Managed escalation calls to ensure timely resolution of customer concerns. and monitored live support.
- Conducted weekly quality analysis and incident reporting.
- Acted as SME to enhance FCE and FCR metrics.
- Provided technical support for network, OS, and IBM applications.
Customer Support Executive
MPHASIS
2013.12 - 2014.07
Education
Bachelor of Engineering - Electrical And Electronics
Vishveshwarya Technical University
Karnataka2012-01
Skills
- Incident & Escalation Management
- Major incident management
- Change and Problem Management
- ITIL V4
- Root cause analysis
- Data Analysis Techniques
- Azure Fundamentals (AZ-900)
- Microsoft Fundamentals (MS -900)
- Team Leadership
- Team coordination
- Onboarding and Training
- Stakeholder reporting
- Escalation process
- Effective communication
Timeline
Senior Service Coordinator
Kyndryl
2022.05 - Current
Advance Analyst
Ernst & Young
2019.01 - 2021.08
Assistant Team Lead
IBM
2014.09 - 2018.11
Customer Support Executive
MPHASIS
2013.12 - 2014.07
Bachelor of Engineering - Electrical And Electronics
Vishveshwarya Technical University