Senior IT Support Lead Application Support Specialist ITSM & Cloud Operations M365
Administration IT Service Delivery
+91 8148948358 [email protected]
PROFESSIONAL SUMMARY
Results-driven IT Team Lead and Application Support Specialist with 10+ years of experience across Sonata Software, Accenture, and
Nuance (Microsoft), delivering enterprise IT services at scale. Proven track record of leading support teams to achieve 98%+ SLA
compliance while managing end-to-end Incident, Problem, and Change Management within ITIL frameworks.
Reduced recurring incidents by 30% and improved MTTR by 25% through structured RCA and continuous improvement initiatives.
Adept at managing P1/P2 escalations, driving cross-functional collaboration, and aligning service delivery with business objectives.
Expertise in Microsoft 365, Azure AD, ServiceNow, and enterprise application support, focused on enhancing system reliability and user
experience.
CORE COMPETENCIES
IT Service Management (ITIL): Incident, Problem & Change Management, SLA/KPI Governance, Escalation Handling
Service Delivery & Operations:Team Leadership, P1/P2 Incident Management, MTTR Reduction, Continuous Improvement
Microsoft & Cloud Technologies:Microsoft 365, Azure AD, Intune, Exchange Online, Teams, SharePoint
Infrastructure & Systems:Active Directory, Windows Server, Networking (DNS, DHCP, VPN), Endpoint Management
Tools & Platforms:ServiceNow, Jira Service Management, Zendesk, Monitoring & Remote Support Tools
Stakeholder & Team Management:Cross-functional Collaboration, Vendor Coordination, Mentoring & Knowledge Management
PROFESSIONAL EXPERIENCE
Sonata Software Bengaluru, India
Technical Lead, IT & Application Support Jun 2024 – Present
• Led L2/L3 support for enterprise applications, managing ∼200+ monthly incidents end-to-end and consistently achieving >98% SLA
compliance.
• Reduced recurring incidents by 30% through structured RCA, implementing permanent fixes and improving system stability.
• Orchestrated patching and release cycles across environments, ensuring zero critical failures and full adherence to Change Management
protocols.
• Mentored 5+ junior engineers and developed SOPs/runbooks, reducing average resolution time by 20% and improving team
productivity.
Accenture Bengaluru, India
Senior Support Lead, IT Service Delivery Jul 2023 – Jun 2024
• Resolved 150+ monthly L2 incidents across applications, cloud, and infrastructure, maintaining high user satisfaction and minimal
downtime.
• Managed escalations and vendor coordination for critical issues, ensuring 95%+ SLA adherence and faster resolution turnaround.
• Improved First Contact Resolution (FCR) by 20% through knowledge base enhancements and structured troubleshooting frameworks.
• Analysed incident trends via ServiceNow dashboards, driving proactive fixes that reduced repeat escalations by 15%.
Nuance Communications (Microsoft) Bengaluru, India
Tech Support Lead Nov 2021 – Jun 2023
• Delivered L1/L2 support for 500+ enterprise users, maintaining high system uptime (>99%) and strong user satisfaction scores.
• Administered Active Directory and Microsoft 365 environments, handling user lifecycle and access issues with 100% compliance to
ITIL standards.
• Reduced repeat ticket volume by 25% by identifying patterns and implementing permanent fixes and knowledge articles.
• Streamlined support workflows and onboarding processes, improving resolution efficiency and reducing TAT by 15%.
Earlier Career 2014 – 2021
Senior Medical Scribe Physicians Assist Jul 2018 – Nov 2021
• Delivered real-time clinical documentation with 99%+ accuracy, ensuring compliance with HIPAA and EMR standards.
• Supported multi-specialty workflows, improving physician productivity and documentation turnaround time.
• Maintained structured medical records, enhancing data quality and audit readiness across systems.
Health Information Analyst S10 Healthcare Nov 2014 – Jul 2018
• Audited and maintained high-volume patient records, ensuring accuracy and regulatory compliance across EMR systems.
• Improved data retrieval efficiency by 20% through structured documentation and indexing practices.
• Strengthened data governance and record integrity for multi-physician practices.
EDUCATION & CERTIFICATIONS
B.Sc. Computer Science Jul 2013
Islamiah College, Vaniyambadi
Certifications: Microsoft 365 Certified HDCA — Hardware & Networking ITIL Foundation (in progress / to confirm)
Awards: Best Team Player Award — Global IT Operations
