Head of IT Service Management and Integrated Operations Center which includes Incident Management, Problem Management, Change Management, Disaster Recovery, Crisis Management & Operations Center Monitoring teams. Responsible for ITSM tool (ServiceNow) rollout across the organization.Responsible for Managing a diverse team (People Management & Performance Management).Responsible for Managing budget & cost recovery for people and tools. Responsible for designing and rolling out matured IT Service Management processes across the organization.Responsible for improving monitoring capabilities and setting up end to end monitoring of IT Services.

Responsible for Service Delivery to Premier Clients of JP Morgan. Responsibilities include Incident, Problem & Change Management and ensuring Service Availability for Premier Clients. Specialised in Merchant Business (Cards Acquiring, Authorization, Payment Platforms, Payment Brands/Card Associations).Responsibe for Client Communications and publishing broadcasts to the entire merchant base.

•Managing a team of Major Incident Managers in Singapore & Chennai with extended influence across other regional teams. Lead Major incident calls for effective coordination, incident resolution, service restoration.•Responsible for managing Major incidents/ information security incidents impacting the services. Accountable for Major Incident Management coverage for all Lines of Businesses at Citi (Consumer Business & Institutional Clients Business - Markets, Treasury & Trade Services, Private Banking etc)• Ensuring strategy, process improvements, team & organizational improvements and execution plans are put in place for delivery within the region. • Building and maintaining strong partnership with key resolver groups across the organization, business operation and business leads, compliance, service desk and other service management functions (Problem Management, Change Management, Event Management etc).• Responsible for staff development and performance.• Accountable for updating and maintaining the Incident Management Process & Procedure documents.• Represents Major Incident Management in Daily/Weekly/Monthly Operational Reviews & Service Quality Reviews.• Contributes to ongoing process & operational improvements.• Represent Service Management function in regulatory and other internal audits.Command Center Operations Manager:Have managed a team of 20 members while being the Operations Manager for the Network Operations (Monitoring and Level 1 functions).Have additionally managed Distributed and Mainframe operations while being the back up of Command Center Head.

Technology Experience:• Involved in preparation of Technical Specification & Impact Analysis document for Payments & Cash Management module of Standard Chartered Bank’s corporate banking site (Straight2Bank).• Associated with development of various enhancements related to the Corporate Banking Online (Straight2Bank) application. Possess deep functional knowledge about Corporate Banking (Treasury Services, Trade Finance, Payroll, Cash Management Services).• Involved in, Release/Configuration Management, Code Sync & Code Review.• Working knowledge in Java, PL/SQL, Java Scripts, HTML, XML, UNIX, SVN, CVS & Visio. Team Leadership:• Coordinated with the client and onsite counterpart to manage the deliverables.• Catalyzed coordination as a team building coordinator for my 300 member team.• Administered organizational activities as an elected member of Employee First Council• Qualified for Xtra Miles League (a league of extra ordinary employees) for proven leadership.Problem Solving, Analytical Skills• Implemented a project management tool (PM Smart) in my team and automated work allocation, Review process, Configuration Management, Task Management, Defect Management • Performed risk tracking activities (risk identification, mitigation & contingency planning).• Contributed to support and management functions by playing various responsibilities like Quality Analyst, Configuration Controller and Defect Prevention Analyst.• Chaired as Functional Area Representative (FAR) and faced the audit & interview conducted by KPMG for CMMI L3 appraisal.CERTIFICATION• Sun Certified Java Programmer (SCJP 1.5)• Certification in Banking• ITIL