ITIL / PRINCE 2 professional offering 15 years of experience in IT Service Management, ITIL Process Implementation & Transformation, IT Operations Management and Team Management in Cloud IT, Banking & Financial and Manufacturing domains.Ensure and drive Change and Release Management process and is followed by all the teams within the organizationFacilitate service delivery Incident/Problem Management reviews between the business and IT suppliers to determine the root cause of outages and delays, and required actions to be put in place to avoid them in the futureLiaised between IT supplier and business users to ensure escalations were addressed and resolved within agreed service levelsSpearheaded ITIL Process Transformation on ITSM Ticketing Tool (Remedy Force, LAN Desk, CA SDM 12, JIRA.Coached and administered Service Operation Team—BAU members on demand basisA strategist & team leader with proficiency in directing business to accomplish corporate plans; exhibit skills of planning, decision-making & time managementHand-on-experience in end-to-end project planning & implementation from scope management, to activity sequencing, effort & cost estimation, risk analysis in line with international guidelines and normsConduct Internal Audits as per SOC 1 & SOC 2 guidelines for Cloud Operations and facing external audit bodies to successfully conduct Bi-Annual SOC 1 and SOC 2 Audits. Facilitated ISO 27001 Audits for the organization.