11 years of experience in incident and change and problem management. Have good experience in ITIL / ITSM .Certified in ITIL.As a seasoned Major Incident and Problem Analyst, I specialize in fortifying organizational resilience by meticulously analyzing and resolving complex incidents and problems. With a proven track record in IT service management, I bring a strategic mindset to the identification, classification, and resolution of major incidents and chronic problems. Leveraging my extensive expertise in incident response and root cause analysis, I collaborate seamlessly with cross-functional teams to minimize downtime, enhance system reliability, and optimize overall operational efficiency.My proficiency extends to crafting and implementing robust incident and problem management processes, ensuring swift and effective resolution while adhering to industry best practices. I thrive in high-pressure environments, employing a proactive approach to identify potential issues before they escalate into major incidents. My commitment to continuous improvement is evident in my proactive identification of recurring problems, driving lasting solutions to prevent future disruptions.Beyond technical acumen, I excel in fostering collaborative relationships with stakeholders, vendors, and internal teams. My communication skills are key to translating complex technical issues into understandable language, facilitating seamless communication across all levels of an organization.By combining my technical prowess with a customer-centric mindset, I aim to contribute to an organization's success by mitigating risks, enhancing operational efficiency, and ensuring a resilient IT infrastructure.