Results-oriented IT professional with over a 10 years of experience. Achieved a remarkable 95% reduction in escalations through strategic SOP authoring, realized a 35% enhancement in process efficiency, and implemented incident management procedures leading to a 15% improvement in response rates. Demonstrated expertise in directing operational protocols, defect identification, and providing strategic guidance to regional teams. Acknowledged for proficiency in L2/L3 application and production support in the fast-paced Investment Banking industry. Possess effective communication skills, a quick grasp of new concepts, and recognized as a collaborative team player with strong interpersonal skills. Skilled in Software Testing, Management, Production Support, Software Quality Assurance, and Test Engineering.