• Define and institutionalize process across offerings. Convert business objectives into projects and bring specificity to execution.• Maintaining high performance levels for end-to-end Problem Management processes and implementing improvement activities wherever necessary.• Handling Root cause analysis for major incidents end to end. Coordinating with the technical teams on the Root cause analysis, investigations and getting the corrective actions implemented to avoid recurring Incidents. Tracking open problems and identifying any problem that requires increased focus to meet agreed target levels and SLAs.• Actively monitoring Incident resolutions, make sure they are well documented and provide guidance to standardize the process.• Analyze on proactive Problem management, make sure Known errors are well documented. Collaboration with the customer to create and implement problem-solving solutions.• Doing a comprehensive examination of a problem's core causes, including who, what, when, where, why, and how it originated.• KPI monitoring and governance. Providing accurate and regular reports to the management on performance of the service delivery• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.• Implement continuous improvement activities based on performance metrics and feedback loops, leveraging ITOM tools for enhanced visibility and management of IT services.• Strong understanding of ITSM frameworks with practical exposure to key Service Quality Management (SQM) metrics such as CFR, LTTD, MTTR and PDPTPPY• Actively monitored and reported on these metrics to ensure service quality and efficient operations.• Experience in managing and coordinating Major Incident Management (MIM) processes.• Hands-on experience with Site Reliability Engineering (SRE) principles to enhance system reliability, performance, and scalability in production environments.

• Work as Problem manager for technology solutions and coordinate resources globally to optimize customer.• Develop highly productive customer relationships and become a Trusted Advisor by providing thought leadership to help shape and grow our value to the customer.• Communicate planned outage to clients, stake holders as well as end user via global communication.• Log and categorize problems and control the end-to-end lifecycle of problem ticket.• Proactively analyze incident trends and work on reducing reoccurring tickets and identification of problem ticket.• Engaged in service improvement initiatives driven by Service Quality Management (SQM) metrics, identifying bottlenecks in incident and change management processes and implementing process enhancements to drive operational efficiency and reduce service disruption.• Drive root cause analysis by coordinating with different teams across the globe.• Work on major incident tickets by liaising with different technical teams and stakeholders to resolve the issue and coordinate throughout different stages of major incidents.• Create weekly and monthly reports of problem and major incidents to share with stakeholders.• Monitors and analyses service operations and processes to ensure customer service levels are being met.• Mentoring teams globally for service management and process adherence. Identify training needs and arrange them on a periodic basis.• • Exceed SLA targets by driving service management disciplines around incident and problem management. Creating and managing KB articles and sharing across projects.• Experience in managing and coordinating Major Incident Management (MIM) processes, ensuring swift resolution of high-priority incidents, minimizing downtime, and maintaining service level agreements (SLAs).• Utilize ITAM insights to assess asset performance and identify potential vulnerabilities contributing to incidents

• Collaborate with multiple stakeholders and drive improvement initiatives to bring in operational excellence. Coordinating the projects and their interdependencies. Define and measure KPIs (Incident, MIM and MTTR) for the delivery process to measure the degree of improvement.• Being accountable for resolving the outage via workaround or permanent fix. Ensuring all administration and reports are maintained and up to date, including contacts information, technical diagrams, post major incident reviews• Participated in on-call rotations as part of a Site Reliability Engineering (SRE) team, ensuring 24/7 support for production systems, troubleshooting critical issues, and working with development teams to resolve performance degradation.• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery Developing a deep understanding of projects to gain insights into the scope of service delivery• Taking accountability for service delivery performance, meeting customer expectations and driving future demand to align teams and vendors accordingly• Conduct detailed examinations of problem origins, utilizing the ITAM inventory to identify affected assets and their lifecycle stages.• Foster collaboration with other departments and seek expert consultations to uncover solutions to complex challenges, leveraging ITAM and ITOM expertise where applicable.• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades• Providing accurate and regular reports to the management on performance of the service delivery• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring• Delivered consistent and reliable production support for mission-critical applications, ensuring swift identification and resolution of production issues, minimizing business impact and maintaining high service availability

• Incident management, Creating and tracking tickets, SLA management • Working as first level point of contact for Citrix, Windows and VM ware related issues.• Support for scheduled changes in infrastructure, networking, backup and security (Patch management). Monitoring server performance and managing alerts for multiple systems.• Work on daily, weekly and monthly ITSM reports for different stakeholders.• Conduct post incident Root Cause Analysis for (Internal) and (External) Production Outages and Internal performance Trends.• Led efforts to track and improve key performance metrics related to IT service quality, including Change Failure Rate (CFR), Mean Time to Repair (MTTR), and Lead Time to Deploy (LTTD), ensuring continuous improvement in service delivery and alignment with SLAs.• Created the Change and Problem Management Procedure manual for the IG Delivery & Support Division. The proposed process was integrated in Globe's ITSM tool.• Worked closely with development, QA, and operations teams to ensure seamless collaboration and communication across the software lifecycle, contributing to faster issue resolution and continuous improvement of production systems.• Collaborate with customers to create and implement targeted problem-solving solutions that align with ITAM and ITOM strategies• Experience in managing and coordinating Major Incident Management (MIM) processes, ensuring swift resolution of high-priority incidents, minimizing downtime, and maintaining service level agreements (SLAs).

• Monitoring the effectiveness of the Incident and Problem Management (proactive and reactive) processes and makes recommendations for improvements• Monitoring the effectiveness of incident/problem management and making recommendations for improvement• Performing Service Level Agreement (SLA) and Operation Level Agreement (OLA) missed analysis• Regularly interact with Management, Customers, clients and others to improve existing processes, procedures. and methods.• Deliver results and achieve Service Level Agreement (SLA)/ Key Performance Indicator (KPI) by focusing on effective cross functional team working• Connect with technical teams for Root Cause Analysis, corrective and preventive measures.