Karan Nirwan

About Karan Nirwan

Strategic Service Operations Leader with 15+ years of experience bridging the gap between technical execution and enterprise business strategy. I specialize in building, scaling, and governing high-performing service operations in complex, global SaaS and enterprise environments.Currently at SHL, I direct global service delivery across APAC, India, and EMEA. My focus is not just on \"fixing incidents,\" but on architecting the governance and risk-mitigation frameworks—such as CAB and automated reliability models—that ensure business continuity for mission-critical platforms.My Strategic Pillars:Incident & Operational Governance: Transforming reactive support environments into proactive service operations through structured incident management, change governance, and reliability practices.Cost-to-Serve Optimization: Applying Lean Six Sigma methodologies to drive financial efficiency (e.g, 41% cost optimization) without compromising service quality.Workflow Modernization: Leveraging Jira/ServiceNow architecture and automation to cut operational overhead and accelerate team productivity.Global Talent Leadership: Cultivating objective, high-performance cultures across multi-layered, cross-functional teams.I am passionate about creating resilient,\"future-ready\" support organizations that act as a value-driver for the business. I operate at the intersection of Engineering, Operations, and Stakeholder Management, ensuring that operational stability directly correlates with customer retention and revenue growth.Core Expertise: Service Delivery Strategy, Incident Governance, Operational Risk Mitigation, Financial Transformation, Global Cross-Functional Leadership, and ITIL Frameworks.Let’s connect to discuss the future of Digital Operations, Service Delivery Strategy, or building high-scale support ecosystems

Experience

1. Production Support Manager (Global Service Operations Lead)

   SHL

   Mar 2023 — Present · Gurugram, IN

   Accountability: Leading global enterprise support and service operations for SHL’s assessment platforms, ensuring SLA adherence, incident governance, and operational stability across APAC and EMEA regions.• Incident & Change Governance: Implemented structured CAB and incident governance frameworks across UAT and Production environments, strengthening release control and operational stability.• Performance & Reliability Architecture: Strengthened platform reliability governance, sustaining 94% SLA adherence against a 90% target and reducing repeat incidents by 18% through structured RCA programs.• Workflow Modernization: Led workflow modernization initiatives across Jira and ServiceNow ecosystems, standardizing operational processes and reducing manual reporting by 14 hours per week and improved SLA adherence by 20%.• Talent Strategy: Manage and mentor a global team of 10+ engineers and tech leads, strengthening operational ownership and reducing onboarding ramp-up time by 40%.• Strategic Platform Remediation: Govern high-impact platform remediation initiatives ensuring business continuity during peak operational periods.• Global Operations Governance: Driving cross-regional operational governance across APAC and EMEA support teams, aligning engineering, products, and operations to sustain platform reliability and service continuity.

Education

• Karnataka State Open University, Mysore

  Master's degree, Information Technology