• Continuous Service Improvement o Identifying operational gaps, designing and implementing process solutions• Process Training for stakeholders and operational teams• Reporting and metrics to measure process strengths and areas of improvement o Key Performance Indicators o Trend Analysis• Leveraging ServiceNow tool to efficiently execute process o Design and modify Incident, Problem, and Change modules

Responsible as Incident Manager• Manage Priority 1 and 2 Incidents• Write Incident communications for senior leaders and stakeholders• Command and control of the incident bridge, technical teams and recovery actions• Documentation of actions, troubleshooting and discussions for significant incident handling• Approve/Reject Emergency Changes request

As the Team Lead, Incident Management team my responsibilities include:• Develop and implement incident management operational process and procedures.• Train and mentor new team members; ensuring process and procedures are executed accordingly.• Create reports on incident statistics, Service Level Agreements, trend analysis, and team metrics.• Identify strategic solutions that will augment processes, in collaboration with change and problem management.

• Handling High Priority Incidents.• Responsible for the effective implementation of the process "Service Desk and Incident Management" and carries out the respective reporting procedure.• Represent the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels.• Undertaking research for the root-causes of Incidents and thus ensures the enduring elimination of interruptions.• If possible make temporary solutions (Workarounds) available to Incident Management. Developing final solutions for Known Errors.• Follow the global Service Restoration Management Process• Accountable for objectives where goals and operational processes are definedInteracts daily with subordinates and peer groups.• Chair Bridge calls for effective coordination, incident resolution, and service restoration continuously follow-up with support team for relevant notification updates per SLA, and drive resolution.Problem Manager• Reviews solution options and/or temporary solution Approves analysis results• n that such could not be found) and the documented workaround Communicating progress of problems to relevant parties• Consulting for incident solution identification examines work queues for problems in jeopardy of missing service agreements• Stay informed of activities to restore to normal operations reviewing all "on-hold" problems and known errors• Creation of Problem Tickets for all the Repetitive Incidents reviewing progress and results of Problem Tickets with client and (senior) management setting scope for (trend) analysis• Supporting in determination of problem priority, service levels and remedial action• a problem is being provided by the competency. Coordinate and facilitates problem resolution by engaging a variety of support teams• Escalating iswn.• Worked on Sun IDM and CA IDM. Extend the Users ID’s using a IDM Tool and change the hierarchy structure.

Have been involved in customer Support Process for British Telecom(BT).• Troubleshooting Customers queries and supporting them through online.• Involved in UK inbound call process.• Actively involved in troubleshooting issues with Modems, Routers and help customers resolving issues raised with new and old internet connections.• Help customers to create and modify the email accounts in emails clients like Outlook express and Mac mails.