• Result-oriented professional with nearly 9 years of experience across Incident Management, Service Delivery Management & Change Management • Expertise in setting out delivery standards for various operational areas, implementing quality systems & procedures to facilitate a high-quality experience, while adhering to the SLA and business services• Led strategic delivery projects and initiatives comprising re-engineering of business service processes, operations and enterprise applications; evolved delivery process and influenced operational issues across the organization• Possess capability to gather and maintain a wide array of data, analyse data, preparing reports, and introduce process improvements throughout the reporting process along with excellent and technical skills• Drove the successful implementation of various applications monthly releases and fixing the post production issues• Rendered support for transition/ transformation efforts; coordinated with key customers/ partners to retain customers and develop business• Experienced in implementing procedures to facilitate a high-quality customer experience, while adhering to the SLA• Proven track record of establishing cordial relationships with stakeholders, technical teams & vendors for successfully executing concurrent projects• Skilled in working across Lotus Notes, Lotus Sametime, AT&T, Global Delivery Framework, PBA, Scheduling, ITIL Foundation, Service Now, Maximo/SCCD, GSMRT• Directed effective Incident Management and Crisis Management for application maintenance and support projects• Enterprising leader who has effectively contributed towards enhancing organizational processes through initiatives geared towards lowering risk, heightening productivity and improving internal controls• Skilled in technical project management including scheduling with clients for iterative product development and delivery, balancing work distribution to meet project deliverables & delivery • A team player with excellent communication, analytical, problem-solving and relationship management skills