Results-driven Major Incident Manager with over 7years of expertise in Critical Incident Management, ITIL best practices, and IT Service Automation. Demonstrated success in leading high-severity incident resolution, implementing ServiceNow automation, and proactively reducing downtime through advanced monitoring tools like Splunk, Datadog, and New Relic. Skilled in optimizing ITSM processes, spearheading Root Cause Analysis (RCA) and Post-Incident Reviews (PIRs), and driving continuous improvements across Problem, Change, and Service Level Management. Passionate about leveraging automation, data-driven insights, and cross-functional collaboration to minimize business impact, improve SLA compliance, and strengthen operational resilience in cloud and enterprise environments.