- Responsible for driving Critical Incidents bridges from reporting till resolution.- Tracking the progress of the incident lifecycle and ensuring correct process should be followed.- Ensuring SLA completion involving response and resolution SLA.- Handling escalation management and taking appropriate actions to resolve the concerns raised by clients.·       Developed and implemented processes for managing Major Incidents & Changes, ensuring that all stakeholders were kept… Show more - Responsible for driving Critical Incidents bridges from reporting till resolution.- Tracking the progress of the incident lifecycle and ensuring correct process should be followed.- Ensuring SLA completion involving response and resolution SLA.- Handling escalation management and taking appropriate actions to resolve the concerns raised by clients.·       Developed and implemented processes for managing Major Incidents & Changes, ensuring that all stakeholders were kept informed throughout the process.·       Collaborated with cross-functional teams to identify root cause of Major Incidents, develop solutions and  prevent future occurrences.·       Coordinated with IT teams to ensure service restoration was completed in a timely manner following    Major Incidents. Change implementation are done and tested.·       Identified improvement opportunities within the CFS process and worked with teams  to implement changes.·       Monitored and tracked progress of Changes ·       Facilitated discussions between various stakeholders regarding strategies for resolving major incidents quickly and efficiently.·       Organizing CAB meeting/ FSC report Update/ Outage communications.·       Has been a part of successful transition team.(Prepared complete SOP & Enhanced the complete change management  process for the client)·       Attending weekly governance meeting for team performance presentation. Show less

4+ years’ experience in ITIL aligned support services (Incident, Service Request, Problem Record) being an integral part of Service Management.ITIL V4 certified, thorough in ITIL processes & SLA management

Delivering MPLS projects for Thomson Reuters (the world’s leading source of intelligent information for businesses and professionals.) for Regions of America and Asia pacific Customers.