At SVB, the largest bank in Silicon Valley, I lead IT Service Management for the Technology Command Center, ensuring smooth operations across multiple service providers. Lead change management activities with a structured approach, developing strategies based on situational awareness and addressing potential people-side risks. Coordinate and review RFCs, organize CAB meetings, ensure compliance, and provide change training while monitoring progress and defining success metrics.Ensure Problem records are correctly opened, updated weekly, and meet criteria such as high-priority incidents, multiple incidents over time, validated alarms, security-related issues, and emergency changes. Manage and coordinate the Problem Management Process, assess and initiate problem activities, and drive PMIR and status calls with problem assignees.Lead Incident Management by promptly identifying and categorizing incidents, formulating a strategy based on situational awareness, mitigating risks and resistance, improving performance, coordinating with stakeholders for service restoration, managing escalations, supporting Change Control processes, and providing inputs for problem management and RCA.

Ensure post-review of priority 1 and 2 incidents, chair incident review meetings, and follow escalation paths. Manage Major Incidents, validate status, determine support needs, and provide updates. Facilitate incident recovery, post-incident reviews, and update incidents with reports. Reroute misdirected incidents, respond to escalations, perform application monitoring, and drive bridge calls to closure while leading process improvements.Chair review meetings for priority 1 and 2 incidents, follow escalation paths, and notify participants of standards violations. Manage Major Incidents, validate status, determine support needs, facilitate recovery, and conduct post-incident reviews. Reroute misdirected incidents, respond to escalations, and provide support to L2/L3 teams. Lead and train new hires, collaborate with teams, drive incident resolution, prepare PIR reports, and establish continuous process improvements.

Project: IM Deployment Management, Client: JPMCDeployed WebSphere and database codes, imported Informatica workflows, and managed ABB cloud deployments. Automated release processes using Korn shell, Perl, and Java scripts. Improved deployment tracking, baseline creation, and change updates. Monitored metrics and KPIs, facilitated knowledge transfer, and enhanced service processes.Project: JPMC Co-GTI Log Analytics Platform, Client: JPMCTracked environment status, collaborated on setup and validation, and integrated UI/Ansible automation. Managed ITSM, HPSM, and JIRA tickets, access requests, and team records. Maintained Confluence pages, created environment blueprints, transferred knowledge, provided progress reports, chaired CAB meetings, and ensured process compliance.Project: Academy Sports + Outdoors, Client: Academy Sports and OutdoorsManaged incidents and outages, set up teleconference bridges, monitored critical systems, and resolved issues via ServiceNow. Provided proactive monitoring and support for web applications, managing alerts from UC4, Splunk, and SolarWinds. Created runbooks, prepared reports, and maintained documentation.