• IT professional, bringing to the table 18+ years of rich experience in Process Training, On/Offboarding joiners/leavers, Asset Management, Engaging in Contract renewals, IT Infrastructure Management Service Delivery, IT Operations Management, SLA Management, Quality Assurance & Control, and Incident Management• Resilient skills in Stakeholder Management, ServiceNow Reporting, and Dashboards, ITSM, Incident/Problem/Escalation Management• Working in tandem with Senior Management and other functional heads to meet business goals, developed IT roadmap by aligning with business goals, and constantly motivated team to excel in their assigned tasks• Participated in delivery engagement activities, thereby ensuring the highest quality of work deployment, and project deliverance as per the set timeline and implemented best practices to reduce costs and bring about process improvement• Handled escalations, identified client grievances, and resolved them within the specified time period, in addition, managed functional duties like monitoring incident priorities, analyzing closed incidents, process measurements to deftly resolve incident issues, and initiating problem management• Excellent team management skills that involved communicating processes with new joiners and team, mentoring them, auditing documents, and tracking their progress to ensure error-free deliverance of duties• Self-motivated, organized, attention to detail, excellent presentation, and communication skills