Rupesh J.

Seasoned IT Operations and Incident Management professional with over 8 years of global experience in service delivery, process excellence, and technical leadership. Proven expertise in Lean Six Sigma, automation, and driving KPI/SLA compliance to boost operational efficiency and customer satisfaction. Skilled in leading cross-functional teams, managing large-scale projects, and implementing continuous improvement initiatives. Recently promoted to Operations Lead at Microsoft, managing SMB migrations and scaling support teams for enhanced customer journeys. Certified in ITIL V4 and Six Sigma Green Belt, with a solid track record in incident resolution and strategic process optimization. Core Competencies ✅ Operations Management & Service Delivery ✅ Process Excellence & Lean Six Sigma (DMAIC) ✅ Continuous Improvement & Automation ✅ SLA / KPI Governance and Reporting ✅ Stakeholder Engagement & Communication ✅ Project Management & Strategic Planning ✅ ServiceNow Reporting & Administration ✅ Team Leadership & Talent Development ✅ CSAT & DSAT Improvement Programs ✅ Global IT Support & Escalation Management ✅ Incident Management