• Incident Management: Managed an average of 50+ incidents per week, ensuring 95% compliance with SLA response and resolution times. Reduced average incident resolution time by 25% through automated monitoring and alerting.• Service Requests: Processed 30+ service requests monthly, maintaining a 98% satisfaction rate from internal and external clients.• Root Cause Analysis (RCA): Conducted RCA for recurring issues, leading to a 30% decrease in repeat incidents over a six-month period. Implemented proactive solutions that improved system uptime by 15%.• Change Management: Coordinated application changes and deployments, ensuring zero critical downtime during key system updates. Contributed to a streamlined change process that reduced approval time by 20%.• Monitoring & Alerts: Implemented real-time monitoring tools like AWS cloud watch to monitor (CPU, Memory, Latency) that reduced application downtime by 18%, ensuring that 99.9% of services were available during business hours.• Process Improvement: Collaborated with the ITSM team to revamp incident triage processes, improving first-call resolution rates by 20% and enhancing overall team efficiency.• Knowledge Base Development: Built and maintained a comprehensive knowledge base, contributing to a 15% improvement in first-level support resolutions by making troubleshooting guides easily accessible.Key Achievements:• Achieved a 95% SLA compliance rate, consistently exceeding performance targets for incident and service request resolution.• Spearheaded a monitoring enhancement project that resulted in a 40% faster identification of critical application issues.• Reduced system outages by 25% through proactive problem management and process automation.

• Monitor, analyze, and identify phishing emails to protect the organization from cybersecurity threats.• Collaborate with security teams to ensure timely reporting and mitigation of potential phishing attacks.• Develop and maintain incident response processes for handling phishing incidents.• Use tools and techniques for email security analysis to assess and classify threats accurately.• Provide training and awareness to internal teams on recognizing phishing and social engineering tactics.Key Achievements:• Successfully reduced phishing-related incidents by 30% through proactive detection and response.• Improved email security protocols, resulting in enhanced threat detection efficiency by 25%.• Contributed to company-wide phishing simulations, increasing employee awareness by 40%.