• Lead a team of capacity managers for effective monitoring and analysis.• Oversee preparation and validation of monthly capacity reports and inventories.• Analyse trend and forecast reports to identify and mitigate capacity exceptions and threats.• Conduct client and internal review meetings to present capacity plans.• Identify and address gaps in tools and processes for continuous improvement.• Facilitate training and knowledge transfer for continuous team development.• Establish and maintain capacity management policies and procedures.• Collaborate with senior management to align capacity management with business objectives.• Ensure compliance with service level agreements (SLAs) and performance targets.• Analyse and report on capacity trends to forecast future requirements.• Develop and maintain capacity dashboards for monitoring.

• Implemented contractual requirements and business processes.• Led process improvement/standardization initiatives.• Provided process leadership and supported SME teams.• Analysed data for process improvements and operational reporting.• Conducted process maturity assessments and identified gaps.• Facilitated process training and cross-skilling.• Represented process team in client reviews.• Chaired daily scrum calls for action items and bottlenecks.• Evaluated resources for IT Process consulting roles.

• Analysed contractual documents for business requirements.• Developed knowledge sharing plans for ITIL processes.• Conducted maturity assessments and process analysis.• Recommended and executed solutions for process gaps.• Designed training presentations and conducted training.

• Led process team and guided daily operations.• Designed and implemented IT Operations – Risk Management process.• Performed risk assessments and implemented mitigation plans.• Designed, implemented and Managed component capacity across technical domains.• Forecasted capacity requirements and produced capacity reports.

• Implemented Component Capacity Management.• Regularized monitoring, analysis, and tuning to meet service targets.• Produced capacity reports and maintained bi-annual capacity plans.• Participated in Change Advisory Board as needed.

• Managed the lifecycle of Problem Management.• Performed trend and Pareto analysis to identify problems.• Developed training materials and conducted regular training sessions.• Defined and governed problem management processes.

• Managed the lifecycle of Incident Management.• Performed incident analysis and identified recurring issues.• Developed training materials and conducted training sessions.• Chaired daily service review calls and weekly client calls.

• Responded to unplanned service interruptions and managed communications.• Chaired weekly client calls and managed parameter maintenance requests.• Coordinated with project teams and Change Approval Board for releases.• Provided out-of-office support for critical incidents and maintained SLA adherence.

• Provided customer service and managed supervisory calls.• Mentored team members and new joiners.• Achieved team targets and ensured process learning.