Jan 2018 – Jul 2025 · 7 yrs 6 mos · Bangalore Urban, Karnataka, India · Hybrid

• Ensure end-to-end operation and compliance of IT Service Management (ITSM) processes,
• including Incident, Major Incident, Change, Problem, Request, Service Level, Knowledge, and
• Service Transition Management.
• Act as the primary escalation point for business users and support teams, ensuring timely
• resolution, clear communication, and effective handling of inquiries, complaints, and feedback.
• Manage 24×7 on-call rotations to support major incidents, ensuring rapid response, efficient
• restoration, and minimized business impact.• Track and manage escalations, provide real-time
• status updates, and deliver weekly and monthly performance summaries to senior leadership.
• Monitor service performance against SLAs, KPIs, OLAs, identifying gaps, risks, and
• opportunities for service and process improvement.
• Coordinate and govern the Change Advisory Board (CAB), including review of RFCs, risk
• assessment, approval decisions, and post-implementation quality tracking.
• Lead Root Cause Analysis (RCA), problem investigations, and service retrospectives,
• ensuring corrective and preventive actions are implemented and tracked to closure.
• Maintain and enhance the IT Service Catalogue and ensure CMDB accuracy to support
• operational efficiency and audit readiness.
• Develop, review, and optimize knowledge articles and user-facing support documentation to
• improve self-service and incident resolution quality.
• Monitor vendor and supplier performance against contractual SLAs and formally report
• deviations or service risks.
• Relationship Management: Build and sustain long-term client relationships to ensure service
• satisfaction, trust, and continued engagement.
• Support governance reviews, compliance assessments, and internal and external IT service
• audits.
• Create, maintain, and control technical documentation, including SOPs, Policy & Procedures,
• and configuration guides, in alignment with ISO 27001 and ITIL standards.

Jan 2012 – Dec 2017 · 5 yrs 11 mos · Bangalore Urban, Karnataka, India · Hybrid

• Owned and managed the end-to-end Major Incident lifecycle, acting as SPOC and leading a
• team of 8 during high-priority incidents.
• Coordinated cross-functional war rooms to drive real-time resolution and ensure minimal
• service disruption. · Conducted Root Cause Analysis (RCA) with Problem Management
• teams and implemented long-term fixes to prevent recurrence.
• Oversaw Incident, Problem, and Change Management processes aligned with ITIL/ITSM
• frameworks.
• Monitored SLAs and KPIs, ensuring adherence to performance and service delivery
• standards.
• Implemented ITIL-based processes and ITSM tools to streamline workflows and enhance
• service efficiency.
• Prepared executive summaries and post-incident reports for business and senior
• management communication.
• Led continuous service improvement initiatives, driving operational excellence and
• customer satisfaction.
• Facilitate internal and