•Led IT service management initiatives (incident, problem, change, and service request) for IT teams and vendors, resulting in improved SLAs with Vendors whereby ensured service delivery compliance.•Organized and facilitated training for 80 internal and external support team members to implement service improvements, aligning IT services with evolving business needs as part of the company digital transformation plan.•Managed critical incidents to resolution, prioritizing business impact and delivering timely, transparent communications to effectively manage senior stakeholder expectations and escalate incidents as required.•Modernised the IT operation delivery process that integrated diverse business units and IT support teams; resulted in a 30% reduction in turnaround time of service request tickets and improved overall team collaboration.•Initiated and conducted post-incident reviews and root cause analysis to prevent recurrence, improve performance, reduce risks, and identify lessons learned, facilitating knowledge sharing among staff and engineers.•Implemented comprehensive monitoring of IT infrastructure and applications 24/7, ensuring smooth operation and identifying potential issues proactively resulting in faster resolution.•Played a key role in supporting annual Disaster Recovery (DR) exercises to ensure preparedness and resilience of IT systems and processes to mitigate potential disruptions and minimize downtime.Accomplishments:•Reduced incident resolution time by 40% through clear and precise categorization and prioritization rules.•Championed vendor engagement strategies that improved service performance by 35%; implemented targeted feedback loops and accountability measures that fostered collaboration, driving better alignment with established contractual agreements.

•Performed end-to-end management of the change management process. Set up and maintained a global Change Approval Board (CAB), bringing various change activities under the same function. •Conducted audits and followed up with the concerned stakeholders in ensuring effective implementation of audit recommendations. •Enhanced client satisfaction by ensuring compliance with the company's high standards, efficiency, productivity goals, and agreed service levels. •Set up and maintained ITSM projects and evaluated efficiency for the entire organization. •Managed and reviewed service level performance and process design provided by Ubiquity and Support Your App as part of vendor management to Railsbank. •Led the change management process framework for Railsbank including client communication and vendor maintenance reducing 35% change activity business impact. •Implemented a holistic change approval process involving various departments leading to faster implementation of change requests resulting in 25% of improvements.

•Liaised with different departments and identified opportunities for improvement. Focused on management, communication, escalation, investigation, and resolution of incidents. •Rendered subject matter expertise for critical incidents at Seek Asia supporting JobStreet, JobsDB job portal, and other products owned by Seek Asia. •Ensured that progress on Critical Incidents is continually assessed, making appropriate interventions, directing, and facilitating resolution activity. •Worked with IT teams to share learnings and insights to develop and evolve response procedures. •Prepared and presented KPI Report and Country Specific Service Report for various stakeholders. •Led the process documents realignment task as part of the company-wide digitalization goal. This initiative has contributed to 22% of process optimization leading to faster resolution of incidents. •Developed and implemented a proactive problem management framework that identified and resolved 75% of all recurring issues, leading to a decrease in incident volume by 30%. •Collaborated with cross-functional teams to define root cause analysis processes and methodologies, resulting in a 20% decrease in recurring incidents.

•Led the management of resolutions for critical incidents affecting BP across the globe, with a key focus on investigating, diagnosing, and resolving incidents, and overseeing post-incident activities, including those involving cybersecurity incidents.•Managed the quality of communications to stakeholders ensuring that critical incident communications were relevant, concise, and timely delivered in line with BP best practices.•Led the Post Incident Analysis & Automation initiative in providing insights and real-time data on the resolution team, CI category, cause CI, and resolution actions.•Collaborated with other Service Management teams to ensure that events, alerts, and changes are defined & understood to enable faster response to incidents and restoration.•Supported the Service Operations Manager in optimizing the Incident Management service to deliver quality outcomes that lead to high levels of client satisfaction.•Coordinated with the Problem Management team for root cause analysis while partnering with senior stakeholders in implementing the right interventions and escalations.•Adept at implementing service level improvements based on client's feedback using agile methodologies.•Successfully introduced the critical incident management engagement process during planned shutdown and turnaround activities for BP plant, leading to faster resolution of critical incidents enabling cost savings, and meeting specific project deadlines.•Coached and mentored four new joiners to adapt with effective communication and team management skills to help fit in with the company culture.•Designed and implemented RFC ticket validation process to reduce 80% of validation failures and eliminate 75% of change implementation delays, ensuring minimum disruption to IT services