Customer-focused professional with successful 09-year career in IT service management sector. Dynamic successful applying change and ITIL service management in busy business environment.
Technical Management & Support
Strategic & Operational Responsibilities
Project & Team Leadership
Security & Compliance
Client: IKANO Bank
Strategic Planning & Implementation
People-Focused Responsibilities
Process Management & Risk Mitigation
Leadership & Reporting
Client: Volkswagen Group Sales
Incident Oversight
Coordination
Prioritization
Communication and Documentation
Decision-Making
Post-Incident Review
Process Improvement
Monitoring & Prevention
Client : Bank of America
Incident Detection and Assessment
Incident Response Coordination
Stakeholder and Communication Management
Technical Team Leadership
Resolution and Remediation
Post-Incident Activities
Process Improvement and Reporting
Client: YESBANK
First Point of Contact
Incident & Service Request Management
Technical Troubleshooting
User Account Administration
Software & Hardware Support
Documentation & Knowledge Management
Escalation
Customer Service