-Driving Critical & Major Incidents with Stakeholder communication.-Handling Major Problems and work them to permanant resolution with Root Cause Analysis.-Service Level Management - client facing reviews of SLA metrics and KPIs resulting in refining existing process and define new ones to keep the CSI at 100.-Incident trend analysis with reactive and proactive Problem management and maintaining KEDB-Knowledge Management & Catalogue Management processes.

Working under the title of Service Manager on various project management roles such as Incident and Change manager, Account Manager and Crisis Management Lead.Client facing role with in depth exposure ranging from SLA metrics to Risk Analysis & Management.