Kiran Das

- Completed a Master’s in Cloud Computing to strengthen technical foundation in infrastructure, cloud environments and core IT systems. - Focused on strengthening technical capabilities aligned to IT Operations and Service Desk leadership responsibilities. - Reinforced knowledge in networking, systems administration and structured IT support environments.

- Led audit and helpdesk governance across IT and logistics support workflows, ensuring consistent SOP adherence and operational discipline in high-volume support environments. - Reduced L2/L3 escalations by 40% by identifying recurring failure patterns, enforcing RCA discipline and strengthening ticket quality controls. - Designed and implemented audit performance dashboards tracking incident trends, SLA adherence and response efficiency, enabling leadership to act on real-time service risks. - Partnered with operations, support and compliance teams to close control gaps, standardize processes and improve delivery reliability and customer confidence. - Recognized with the iStar First Achievement Award for driving measurable operational stability, process improvement and service performance impact.

- Strengthened operational governance by auditing process gaps and implementing internal controls, improving compliance readiness across global logistics support accounts. - Led cross-account RCA initiatives that reduced recurring ITSM and asset management issues, improving incident stability and lowering repeat failure rates. - Elevated customer satisfaction and service reliability through proactive issue resolution, structured follow-ups and transparent performance reporting. - Supported team enablement and process adherence by reinforcing SOP discipline and quality standards in daily operations. - Awarded multiple Pillar Awards for maintaining audit readiness, process stability and consistent operational performance.

- Safeguarded service delivery quality by auditing order fulfillment workflows, ensuring data integrity and consistent SLA compliance across client accounts. - Improved helpdesk performance and customer retention by introducing structured feedback loops and quality control checkpoints. - Enabled team capability during high-volume operations by training peers on compliance standards, process accuracy and delivery discipline. - Contributed to service stability by supporting incident accuracy, reducing rework and strengthening operational documentation practices.

- Strengthened operational compliance within the telecom vertical by conducting internal SOP audits, identifying control gaps and recommending corrective actions. - Delivered actionable audit insights that improved process adherence, reduced risk exposure and enhanced service delivery discipline. - Bridged audit and operations functions to ensure audit recommendations translated into implemented improvements rather than unresolved observations. - Supported governance maturity by reinforcing accountability, documentation standards and process transparency.

- Maintained consistent SLA compliance and service quality standards in high-volume support operations, contributing to stable performance delivery. - Promoted to Band 4 (Senior Practitioner) in recognition of sustained operational reliability, process discipline and contribution to team performance. - Supported junior practitioners through peer mentoring and knowledge sharing, strengthening team capability and delivery consistency. - Awarded the Super Talented AchieveR Award for demonstrating excellence in customer delivery and operational performance.

- Completed structured hands-on training in Networking, Cloud Computing and core IT infrastructure systems. - Strengthened technical foundation in infrastructure, cloud environments and IT systems management. - Focused on bridging operational experience with technical capabilities for IT Operations and Service Delivery roles.

- Developed analytical thinking, communication clarity and structured problem-solving abilities. - Strengthened documentation, interpretation and stakeholder communication skills.