Mar 2026 – Present · 2 mos

Nov 2024 – Present · 1 yr 6 mos

• Working for International Customer Relationship department as an IT Service Manager. Handling service management which includes all types of requests, incidents, change and problems so to provide good quality of services to the clients with monthly KPI implementation using UNITY tool. And working with cross functional business lines in order to get the issue resolved. Handling weekly Change Advisory Board to maintain a compliant change management process with ITIL standards and proper follow up updates on the clients requests.
• Major incident management by acknowledging the incidents , priority assessment and determination with proper impact assessment and handling the complete life cycle of the incident till resolution, engaging all required support teams and guiding them along with continuous updates and communication to the business.
• Participating in the Post Incident Analysis calls for proper RCA and fix of the issue permanently.

Jul 2022 – Oct 2024 · 2 yrs 3 mos

• Worked upon Vulnerability Management which includes providing reports of vulnerabilities using QUALYS tool as per Standard Vulnerability Management process and the assessment done by the foundation committee. Handling Operational committees with different stake holders, Very High Vulnerability remediation and governance with GSC. Handling of triages for different stake holders and make sure to provide remediation within SLA along with managing the KPI and KRI as per standard foundational committee process provided within the security department of the organization