santosh Karriyappa

• Lead regional and global ITSM and Transition initiatives ensuring
seamless service delivery and transformation across client operations in
APAC, EMEA, and Gulf regions.
• Drive governance and service delivery excellence through SLA
management, risk control, and proactive operational monitoring.
• Plan and execute service transitions, ensuring operational readiness,
documentation accuracy, and service acceptance into production.
• Facilitate CAB and governance meetings with senior stakeholders ensuring
service reliability and compliance with ITIL and ISO standards.
• Leverage ServiceNow analytics to enhance visibility and automate
performance reporting for strategic decisions.
• Mentor cross-cultural teams and build delivery capabilities aligned with
UAE and global client expectations.

• Delivered accurate and confidential medical reports ensuring compliance,
speed, and quality in document turnaround.

• Provided IT helpdesk and user support, managed incidents, and achieved
SLA targets through effective coordination and communication.
management functions — resulting in streamlined operations and significant
cost savings.
• Achieved 98% SLA compliance and 99.9% success rate in change
implementations through effective governance and risk control.
• Managed over 10, 000 incidents annually, achieving 30% faster resolution
through proactive monitoring and automation.
• Introduced automation and predictive analytics tools reducing incident
recurrence by 40%.
• Recognized with ACE and DIIP awards for global delivery excellence and
innovation at Accenture.