- Major Incident Manager (EMS Project) and SIAM Specialist (Ignite solutions) for Du Mobile, leading the resolution of high-impact incidents, minimizing downtime, and ensuring swift, effective service restoration.- Act as the central point of contact for MSP3 vendors, facilitating collaboration across multiple service providers to streamline incident management processes and enhance service delivery.- Lead post-incident reviews, identifying root causes and implementing preventive measures to drive continuous improvement and reduce future incidents.Honored with multiple “Star of the Month” awards from Ericsson and recognized by Du Mobile's Director of Service Management for exceptional performance and leadership in service operations.- Oversee the management of critical incidents for both single-vendor (MSP2) and multi-vendor (MSP3) environments, ensuring timely identification, prioritization, and resolution of issues.- Foster strong communication between technical teams and stakeholders during incidents, ensuring transparency, efficient escalation, and rapid problem resolution.- Monitor KPIs such as Mean Time to Resolution (MTTR) and Mean Time to Acknowledge (MTTA), ensuring SLA compliance and identifying trends for performance optimization.- Spearhead knowledge management initiatives by building a comprehensive knowledge base, documenting best practices, and training team members, including interns, to support operations effectively.- Mentor and lead teams, fostering a culture of collaboration, continuous learning, and adherence to best practices in major incident management.- Develop and execute crisis management plans, ensuring readiness and efficient response for high-impact incidents across both MSP2 and MSP3 environments.

Leadership & Team Development: Led and mentored a Global IT service desk team, fostering collaboration and continuous improvement.Major Incident Management: Managed major incidents to ensure quick resolution and minimize business impact.End User Support: Provided high-quality support across multiple channels, resolving complex technical issues.Process Optimization: Analyzed performance and implemented best practices to improve SLA adherence and customer satisfaction.Training & Knowledge Management: Developed training materials and a knowledge base to enhance team skills and service delivery.Change & Request Management: Played a key role in CAB meetings, ensuring smooth change management and risk mitigation.Scrum & Agile Practices: Utilized Agile and Scrum methodologies to enhance team performance and service desk operations.Stakeholder Communication & Reporting: Maintained strong communication with senior leadership, reporting on metrics and improvement initiatives.Service Asset and Configuration Management (SAM): Managed IT assets and configurations to ensure accurate tracking and reporting.Problem Management: Identified root causes of recurring issues and implemented solutions to prevent future incidents.Escalation Handling: Managed escalations effectively to ensure timely resolution and maintain customer satisfaction.Reliability Centered Maintenance (RCM): Applied RCM principles to ensure the reliability and efficiency of IT assets and processes.Failure Modes and Effects Analysis (FMEA): Conducted FMEA to identify potential failure modes and their impacts on IT services and assets.Failure Modes, Effects, and Criticality Analysis (FMECA): Performed FMECA to prioritize failure modes based on their criticality and implement preventive measures.

Incident Consultant: Manages and resolves IT incidents quickly to minimize business impact, ensuring service continuity and user satisfaction.Change Consultant: Oversees the change management process, assessing risks and coordinating with stakeholders to implement changes smoothly and effectively.Problem Consultant: Identifies and analyzes the root causes of recurring issues, implementing solutions to prevent future incidents and improve service reliability.Knowledge Coordinator: Develops and maintains a comprehensive knowledge base, ensuring that team members have access to up-to-date information and best practices to enhance service delivery.