About

With over 8 years of comprehensive experience in information technology, this accomplished IT Service Operations professional has honed expertise across various domains, including HR, legal, manufacturing, and education. Armed with a BE and MBA degree, this individual possesses a strong background in IT Service Management, including Incident, Service Request, Problem, and Change management, alongside a year of experience as a Service Consultant.

Have served as an Application Service Manager/Demand Manager, engaging with a European manufacturing giant in a client-facing capacity. Their responsibilities included end-to-end Demand Management, project handover processes, and collaborating with cross-functional teams for solutioning and improvement initiatives. Their tenure as an Application Service Delivery Manager involved overseeing application lifecycles, coordinating with development and QA teams, and ensuring service delivery in accordance with SLAs.

As a Freelancing Consultant, have done client communication, project management, and service delivery. As a Service Operations Manager, have ensured adherence to SLAs, managed service incidents, led change management processes, and drove continuous improvement initiatives. Similarly, at Dataflow Group, as a Service Manager, have excelled in ITIL processes, KPI reporting, software release readiness planning, and change management.

Proficient in various tools and technologies, including ServiceNow, Power Automate, Salesforce Ticketing, and CRM systems. Have demonstrated a commitment to ongoing learning and skill enhancement through workshops and training programs.

Professional's track record includes numerous accolades, such as awards for Employee of the Month and Special Recognition in client handling. Have consistently met SLAs, driven process improvements, and contributed to organizational success through their proactive leadership and dedication to excellence.