Lead the design and implementation of improved ITSM workflows, procedures, and tools to streamlineincident response, reduce resolution times, and improve service levels.Ensure customer satisfaction, reduced incidents/support calls, and increased awareness aroundimprovements through Leadership forums.Communicate with top management about aligning IT services to the business needs, by ensuring ‘Client First’ ideology.Recommend and document additional services to… Show more Lead the design and implementation of improved ITSM workflows, procedures, and tools to streamlineincident response, reduce resolution times, and improve service levels.Ensure customer satisfaction, reduced incidents/support calls, and increased awareness aroundimprovements through Leadership forums.Communicate with top management about aligning IT services to the business needs, by ensuring ‘Client First’ ideology.Recommend and document additional services to address customers' needs or to mitigate risks. Alsoconduct 1st Level discussion for all IT Projects initiated with Business and help Business in preparingdetailed BRS (Business Requirement Specification) document.Ensure that any SLA breaches are investigated, and corrective and preventive actions are taken toimprove service delivery.Liaise with the Change Management process and provide the necessary support in raising RFCs toresolve problems.Refresh key performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of the ITSM process, tracking progress and identifying areas for further optimization. Show less

Spearheaded a 25% reduction in incident resolution time by implementing proactive monitoring and tiered escalation processes, improving service delivery efficiency.Increased First-Time Fix Rate by 15% through process optimization and enhanced root cause analysis procedures.Led the adoption of ITIL-based incident management best practices, resulting in a 30% reduction in major incident occurrences and improved cross-functional collaboration.Introduced automated incident… Show more Spearheaded a 25% reduction in incident resolution time by implementing proactive monitoring and tiered escalation processes, improving service delivery efficiency.Increased First-Time Fix Rate by 15% through process optimization and enhanced root cause analysis procedures.Led the adoption of ITIL-based incident management best practices, resulting in a 30% reduction in major incident occurrences and improved cross-functional collaboration.Introduced automated incident tracking system, reducing incident logging time by 40% and increasing incident resolution accuracy.Created and presented weekly incident reports to senior management, highlighting key performance metrics, trends, and areas for improvement, resulting in more strategic decision-making and resource allocation.Reduced the overall incident backlog by 40% through improved triage processes and proactive monitoring.Liaise with the Change Management process and provide the necessary support in raising RFCs toresolve problems. Improved the Change Management process by implementing ServiceNow Change Advisory Board (CAB) workflows and approval chains.Worked closely with internal teams to integrate ServiceNow with other IT systems (e.g., monitoring tools,CMDB, email, and LDAP systems), enhancing the platform’s capabilities and providing seamless data flow across the IT environment. Show less

As a senior software engineer in Oracle, I acted as a technical interface to customers, original Equipment Manufacturers(OEMs) and Value-Added Resellers(VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products such Oracle ADF, Oracle MAF, Oracle Webservice manager. Provided support to clients and maintained high level of customer satisfaction while meeting guidelines (mostly through electronic means). Solutions often take time to… Show more As a senior software engineer in Oracle, I acted as a technical interface to customers, original Equipment Manufacturers(OEMs) and Value-Added Resellers(VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products such Oracle ADF, Oracle MAF, Oracle Webservice manager. Provided support to clients and maintained high level of customer satisfaction while meeting guidelines (mostly through electronic means). Solutions often take time to develop through research, collaboration or problem replication.Helped Customer succeed in their implementation and integrations of the various Oracle Products (Oracle ADF, Oracle API Gateway, Oracle Weblogic Server)Analyzed system core dumps on application servers including the trace files to find out the root cause of the problemProvided production support and testing to applications critical to the clients Show less

Was responsible for requirement analysis, functional architecture, Global distribution system (GDS) integrationCreated the UI for all the Web Pages using JavaScript/HTML and CSSSuccessfully lead and integrate a feature/function through system life cycle (e.g. integration, release, & engineering phases

Created the web pages of the application using frameworks like Java Server faces (JSF), Oracle application development framework(ADF) and integrating with different Services Successfully debugged application errors and resolved difficult issues across the systemIntegrated all the Services into the web-UI top of the ADF and Webcenter involved in the development of various change requests from the clientSuccessfully implemented, developed, tested the code (e.g… Show more Created the web pages of the application using frameworks like Java Server faces (JSF), Oracle application development framework(ADF) and integrating with different Services Successfully debugged application errors and resolved difficult issues across the systemIntegrated all the Services into the web-UI top of the ADF and Webcenter involved in the development of various change requests from the clientSuccessfully implemented, developed, tested the code (e.g. integration, release, and engineering phases) Show less