Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Shagufa Zainab

Chennai

Summary

IT Operations Leader with over 9.5 years of experience managing global 24x7 Service Desk environments and Major Incident Management. Expertise in incident resolution, SLA compliance, and ITSM governance, with a strong track record in team leadership across multi-client projects. Proficient in ServiceNow, BMC Remedy, JSM, and IBM SCCD, ensuring efficient ticket flow and process optimization. Recognized for developing high-performance support teams and implementing Power Automate workflows to improve incident response times and visibility.

Overview

10
10
years of professional experience

Work History

Infra Managed Services Sr Analyst

Accenture
Chennai
01.2022 - Current
  • Leading IT operations across multiple global client projects, covering Service Desk Management, Major Incident Management (MIM), Cybersecurity L0 triage, and Command Center functions in a 24x7 environment.
  • Directed a cross-functional team of 20+ across Service Desk, MIM, Cybersecurity L0 triage, and Command Center operations, ensuring uninterrupted service delivery and SLA compliance.
  • Developed Power Automate workflows to enhance real-time ticket alerts, reducing average response times and improving incident resolution.
  • Managed bridge calls for major incidents, coordinating with application support, on-call teams, and key stakeholders for rapid recovery.
  • Built strategic relationships with LOB leads and managers, enhancing collaboration and minimizing escalations.
  • Identified gaps and led process improvements, optimizing workflows and documenting enhancements for audit readiness.
  • Leveraged ServiceNow, Remedy JSM, IBM SCCD, and Office 365 tools for streamlined operations and enhanced service delivery.

Subject Matter Expert – Technical Support

Tech Mahindra
Chennai
03.2018 - 01.2022
  • Promoted from Senior Associate Technical supported to SME in Aug 2019 for Telstra (Australia’s leading telecom provider).
  • Led a 20-member technical support team, overseeing incident triage, SLA performance, and escalations in a high-pressure client environment.
  • Coordinated daily operations, team coaching, floor support, and client reporting, improving resolution metrics and audit performance.
  • Served as the first point of contact for technical and process escalations, maintaining alignment between delivery team and client stakeholders.
  • Authored SOPs, created training material, and conducted refresher sessions for underperforming agents.

Sr Customer service associate

Intelenet Global Services
Chennai
12.2015 - 12.2017
  • Supported international banking customers with account queries, refunds, and Mortgage-related documentation.
  • Handled solicitor coordination for mortgage payments and compliance tracking, including escalation follow-ups via email and calls.
  • Provided floor-level coaching and guidance to peers during high-volume hours.

Front Office Executive

Sparrc Institute
Chennai
03.2015 - 12.2017
  • Managed front desk operations, appointment scheduling, and visitor triaging to optimize clinic workflow.
  • Maintained detailed patient records, assisted therapists and physicians, and handled feedback collection to improve client satisfaction.

Education

B.tech - Industrial Biotechnology

Anna University
05-2014

Skills

  • ITIL Framework
  • Incident Management
  • Major Incident Management (MIM) & Escalation Handling
  • ITSM Tools: ServiceNow, BMC Remedy, JSM, IBM SCCD
  • SLA Compliance & Performance Monitoring
  • Team Leadership & Knowledge Transfer (KT) Management
  • Stakeholder Communication & Cross-Functional Collaboration
  • Process improvement
  • Cybersecurity triage
  • Performance monitoring
  • Stakeholder communication
  • Team leadership

Accomplishments

🔹 Awarded the ACE Award for Service Excellence
Recognized with the ACE Award (Accenture Celebrates Excellence) for driving exceptional service delivery during a major SD project transition, achieving 99% SLA adherence and seamless handover within the first month of operations.

🔹 Top Performer in Technical Support – Tech Mahindra
Achieved Rank 1 for four consecutive months (Aug '21 – Nov '21) in key performance metrics, leading a low-performing team to the top of the leaderboard through targeted coaching, process optimization, and real-time performance tracking.

🔹 Power Automate Workflow Optimization
Designed and implemented Power Automate workflows that streamlined incident alerting and ticket resolution, resulting in a 25% reduction in average response times and improved visibility for major incidents across multiple client projects.

🔹 Client Appreciation for SLA Compliance
Maintained 99% SLA compliance for a major manufacturing client, leveraging automation to accelerate ticket assignments and service desk responses.

Timeline

Infra Managed Services Sr Analyst

Accenture
01.2022 - Current

Subject Matter Expert – Technical Support

Tech Mahindra
03.2018 - 01.2022

Sr Customer service associate

Intelenet Global Services
12.2015 - 12.2017

Front Office Executive

Sparrc Institute
03.2015 - 12.2017

B.tech - Industrial Biotechnology

Anna University

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Shagufa Zainab