A dynamic IT Service Management professional/Lead with a demonstrated history of working in information technology operations and services industry. 16 + years of production support experience, Incident, Problem, Change and Knowledge management expertise. End-to-End management of high severity incidents reported from the point of initiation to the point of resolution. Managing “Major Incidents” and associated onward management communications.Ensuring the best possible level of service quality, availability and compliance within service levels.Setting up and managing bridge calls as and when required for outages and reconvenes. Tracking the actions discussed during the calls.To Liaise with relevant support areas driving ownership of resolution activities.Carrying out internal team detailed Incident handovers where appropriate.Participating and coordinating in Root Cause Analysis (RCA) meeting and CAB Meeting to ensure the further corrective/preventative actions are placed accordingly upon the correct support areas. A end to end SMG Lead for IT Operations Support.