Karan Nirwan
Production Support Manager (Global Service Operations Lead) @SHL
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WORK HISTORY
Production Support Manager (Global Service Operations Lead) @SHL
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
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
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