Riya Lad

About

Service Support Specialist with 7 years of experience in managed services and technical support for digital clients. Known for improving operational efficiency through knowledge management, process coordination, and proactive incident prevention.

Experience

• Service Support Specialist ( Managed Services)
  Thoughtquad · Bangalore
  Jan 2026 – Present

  Coordinate operational workstreams, priorities and dependencies across business and technical stakeholders to support timely delivery. Coordinate with business and technical stakeholders to resolve critical issues. Track operational metrics, maintain documentation, and support governance activities. Contribute to process improvement and knowledge management initiatives. Developed and maintained a comprehensive knowledge base of operational procedures and solutions to enhance team efficiency and reduce resolution times. Championed proactive incident prevention by analyzing service desk ticket trends and implementing targeted training modules for end-users. Partnered with cross-functional teams to define and implement new managed service offerings, expanding client solutions and revenue streams.

• Senior Technical Support Associate (SME)
  Kyndryl · Bangalore
  Sep 2021 – Aug 2025

  Coordinated multiple workstreams across enterprise accounts to ensure timely delivery. Managed escalations, dependencies, and stakeholder communications. Tracked operational metrics and supported governance reviews. Collaborated with technical teams to prioritize and resolve business-critical issues. Streamlined incident management processes by analyzing ticket trends and implementing proactive solutions, reducing critical issue resolution time by 15%. Leveraged SME expertise to develop and implement standardized troubleshooting guides for complex technical issues, reducing onboarding time for new support associates by 25%. Automated incident response workflows using Azure Logic Apps, reducing manual intervention by 40% and improving resolution speed.

• Technical Support Representative
  IBM · Bangalore
  Jul 2019 – Aug 2021

  Level 1 Support for infrastructure and application incidents and service requests in two contracted accounts. Provide first-line support to end-users for Intune-related issues, including device enrollment, application installation and troubleshooting. Extensive knowledge of hardware, software and networking technologies with a proven ability to troubleshoot and resolve technical problems effectively. Provided first-level technical support for hardware, software, and network incidents, resolving user issues across two key client accounts.

Education

• 2019 AC
  Bachelor's of Commerce

  St Agnes College

  Finance and Accounting · 2019

  Finance and Accounting

Skills

Tools / apps / platforms

Courses & certifications

• Project management Foundation
• ServiceNow certification
• Agile and Design Thinking
• ITIL V4 Foundation Training