Build and maintain positive relationships with key stakeholders within the organization and customers' businesses. Coordinate with customers and resolver teams to set priorities, allocate resources, and establish timelines. Lead Major Incident Resolution sessions with various service partners, ensuring clear communication and proper escalation. Conduct structured Root Cause Analysis to identify and address underlying issues. Proactively analyse incidents and events to uncover problem statements… Show more Build and maintain positive relationships with key stakeholders within the organization and customers' businesses. Coordinate with customers and resolver teams to set priorities, allocate resources, and establish timelines. Lead Major Incident Resolution sessions with various service partners, ensuring clear communication and proper escalation. Conduct structured Root Cause Analysis to identify and address underlying issues. Proactively analyse incidents and events to uncover problem statements and drive effective resolution. Stay informed about implemented technologies and customer profiles to enhance service delivery. Show less

• Coordinated diverse teams, assessed incidents, identified root causes and implemented solutions.• Improved incident management processes, created guidelines, and facilitated user acceptance testing for increased efficiency and impact reduction.• Led effective incident resolution, ensuring SLA compliance and minimal downtime.• Managed contractual service support requirements.• Coordinated problem-solving efforts between support teams, account teams, field service, and… Show more • Coordinated diverse teams, assessed incidents, identified root causes and implemented solutions.• Improved incident management processes, created guidelines, and facilitated user acceptance testing for increased efficiency and impact reduction.• Led effective incident resolution, ensuring SLA compliance and minimal downtime.• Managed contractual service support requirements.• Coordinated problem-solving efforts between support teams, account teams, field service, and customers.• Organized biweekly workshops with regional business leaders, identifying pain points and proposing solutions.• Prepared business cases for management decisions on enhancements.• Facilitated training material creation and delivery in collaboration with project teams.• Developed functional specifications, user stories, and Test Acceptance criteria.• Presented operational and service level reports to customers.• Implemented ITIL core functions.• Demonstrated change management expertise and conducted impact assessments.• Provided training and mentoring for adherence to process guidelines.• Negotiated and documented business requirements.• Conducted workshops, addressing process deficiencies and ensuring SLA understanding.• Reviewed trend analysis for Proactive Problem Management.• Coordinated with various teams for process and business improvements. Show less

• Coordinated and resolved Major Incidents, including categorization, prioritization, and diagnosis.• Planned, coordinated, and controlled incident restoration processes.• Drove process improvements by identifying and mitigating gaps.• Coordinated with Clients and Third Parties for end-to-end Incident Resolution.• Managed efficient incident workflows, involving third parties and broadcasting outages.• Created data-driven reports, dashboards, and models to support… Show more • Coordinated and resolved Major Incidents, including categorization, prioritization, and diagnosis.• Planned, coordinated, and controlled incident restoration processes.• Drove process improvements by identifying and mitigating gaps.• Coordinated with Clients and Third Parties for end-to-end Incident Resolution.• Managed efficient incident workflows, involving third parties and broadcasting outages.• Created data-driven reports, dashboards, and models to support decision-making.• Audited Incident records for process compliance and communicated inefficiencies.• Managed high-priority incidents with composure, making quick decisions to reduce impact.• Maintained a Knowledge Management system for training needs.• Provided training for newly hired team members.• Demonstrated stakeholder management skills by collaborating with cross-functional teams, clients, and vendors.• Led change initiatives, assessed impact, and delivered training programs.• Led cross-functional teams for change initiatives and continuous improvement.• Coordinated with technical teams for solutions and root cause analysis.• Worked closely with the business team, ensuring SLA understanding, and managing infrastructure support. Presented monthly dashboard data, including Response SLA, MTTR, Incident count, Top talkers, KPIs, Risk, and dependencies in executive meetings.• Collaborated with cross-functional teams, including those from roles in business, development, and operations, to establish governance processes, policies, and standards for enhanced interoperability, agility, and robustness of SOA solutions across the organization.• Managed and resolved high-priority and escalated customer issues, ensuring swift and satisfactory resolutions.• Conducted root cause analysis to identify and address the underlying issues behind escalated problems, proactively preventing recurrences. Show less

• Provided exceptional customer support through various communication channels, including phone, email, chat, and in-person interactions.• Advises/educates clients within procedural guidelines to ensure a complete solution to their technical or service questions.• Performed hands-on fixes at the desktop level, such as software installations, hardware upgrades, file backups, system configurations.• Supported diverse servers, desktops, and applications in Microsoft Azure, Active… Show more • Provided exceptional customer support through various communication channels, including phone, email, chat, and in-person interactions.• Advises/educates clients within procedural guidelines to ensure a complete solution to their technical or service questions.• Performed hands-on fixes at the desktop level, such as software installations, hardware upgrades, file backups, system configurations.• Supported diverse servers, desktops, and applications in Microsoft Azure, Active Directory, and Microsoft 365 environments while providing assistance for Azure, VMware, and Citrix cloud infrastructure.• Additionally, possess foundational knowledge of LAN, WAN, and Firewall networking. • Played a key role in managing authentication technologies (SSO, MFA) to enhance security.• Led the management and deployment of a Standard Operating Environment (SOE) via Intune, ensuring consistency and efficiency across the organization.• Responding to customer inquiries and providing support through various channels, such as email, phone, or chat.• Creating and maintaining documentation for the project or product, including business requirements, functional specifications, user stories, and test cases.• Demonstrated proficiency in using the customer request management (CRM) system to process and manage customer requests.• Ensuring that customers are satisfied with the company's products or services and providing feedback to improve customer satisfaction. Show less