Brinda Jothapara

• Led regional IT service delivery, ensuring consistent, efficient, and business-aligned operations.
• Global Process Owner for Incident and Change Management, driving standardization across ICT teams and vendors.
• Oversee core ITSM functions: Incident, Problem and Change management.
• Strengthen SLA/KPI performance and elevate customer satisfaction.
• Improved service quality, addressing business concerns promptly and professionally.
• Direct service desk and support teams, focusing on leadership, capability development, and operational excellence.
• Implement automation and ServiceNow enhancements to improve efficiency and service quality.
• Resolve escalated issues and ensure operational stability through capacity planning and process optimization.
• Build strong client and stakeholder relationships through proactive engagement and support.
• Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
• Led cross-functional teams to achieve project goals on time and within budget.
• Enhanced service delivery by developing and implementing efficient processes.
• Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
• Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
• Optimize resources, manage recruitment and onboarding, and develop high-performing teams.
• Provide senior leadership with clear reporting on service performance, risks, and improvement opportunities.
• Drive continuous improvement initiatives to enhance service delivery and reduce operational friction.
• Developed training programs to enhance employee skills and boost overall productivity levels.
• Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
• Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
• Streamlined operations for improved customer satisfaction and retention rates.
• Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
• Conducted regular reviews of service offerings, identifying gaps in the market, and recommending new solutions accordingly.

• Led the APMEA Service Desk operations, ensuring high-quality IT support, strong SLA/KPI performance, and a consistently positive customer experience.
• I manage major incidents end-to-end—driving rapid resolution, coordinating technical teams, and conducting major incident reviews to strengthen stability and prevent recurrence.
• Partnered with the Service Delivery Manager on improvement and automation initiatives that streamline workflows and elevate service delivery. I also design global customer surveys, analyze feedback trends, and present insights to senior leadership to drive strategic, data-backed improvements.
• Led major incidents and post-incident reviews
• Oversee daily Service Desk operations and performance
• Drive SLA/KPI achievement and service quality improvements
• Deliver customer surveys and analyze global feedback
• Present insights and recommendations to senior leadership
• Support continuous improvement and automation initiatives

• I lead regional Service Desk operations, driving high service quality, strong SLA performance, and a seamless support experience. I supervise and coach analysts, manage daily workloads, and step in to resolve complex or high-priority issues while coordinating with higher-level support teams and vendors.
• I played a key role in transitioning a new client into our support environment—aligning processes, guiding knowledge transfer, and ensuring the team was fully prepared for go-live. I also contributed to the successful setup of the new Iskandar site, supporting operational planning, staffing, and service readiness to establish a strong foundation from day one.
• I monitor KPIs, deliver performance reports to leadership and clients, and drive continuous improvement by identifying recurring issues and implementing best practices that enhance efficiency and customer satisfaction.
• > Led new client transition and ensured smooth onboarding
• > Supported the setup and launch of the Iskandar service desk site
• > Managed daily operations, escalations, and SLA/KPI performance
• > Resolved complex issues and coordinated with advanced support teams
• > Delivered performance reporting and customer insights
• > Drove continuous improvement and service desk efficiency
• 1 year 1 month

I lead the Incident and Problem Management processes for a major chemicals client, ensuring fast, controlled resolution of disruptions and driving long‑term stability across critical operations. I coordinate major incidents, conduct root‑cause investigations, and enforce process discipline across technical and business teams.

A key achievement in this role was identifying and resolving tool integration issues that were causing aging backlog tickets. By uncovering the root cause and driving the fix, I restored workflow accuracy, reduced backlog volume, and improved overall process health.

I lead the end‑to‑end Incident Management process across critical oil & gas operations, ensuring fast, controlled responses to disruptions that protect safety, production, and business continuity. I drive major incident coordination, enforce process compliance, and conduct root‑cause reviews to prevent recurrence.

I also review new projects and operational scenarios to determine the correct process group, ensuring alignment with global standards and seamless integration into the ITSM framework. Through data‑driven insights and continuous improvement, I strengthen operational resilience and reduce downtime across the organization.

Problem Process Manager overseeing root‑cause analysis and long‑term remediation for critical oil & gas operations. Driving stability by eliminating recurring issues and strengthening process discipline across global support teams.