• 8 years experience on IT Service Desk operations management and ITIL process management. • Well versed in ITIL methodologies and instrumental in developing refined process models for delivery • Identify KPIs and develop and generate corresponding performance reports for systems, processes and individuals. • Utilized advanced knowledge of ITIL in a key role requiring the development of a wide range of tools and processes that are aligned with ITIL principles and guidelines. • Analyze existing business processes, with responsibility for adapting them to ensure full compliance with ITIL best practices. • Driving standards within the team, with key achievements and increase in team utilization upto 90%. • Fully understand contractual commitments and ensure compliance. • Reviewed performance and capacity planning reports and take proactive action as needed. • Deployed process design for Incident, problem and change management. • Worked in activities directly related to providing services required by the users, systems and processes. • Documenting systems and operational procedures for providing effective support • Identifying the service improvement opportunities and help converting into six sigma project

Highlights:

• Incident management
• Problem management
• Change Management
• Service desk
• network operatios centre