Experience

• 

  Wipro limited

  Mar 2011 - Apr 2014

  Senior associate

  Trained and experienced in Microsoft Exchange 2003, 2007, 2010, 2013, and Active Directory Services. Experienced in Microsoft Office365 services, Exchange Online Protection (EOP), ADFS set up, etc. Consultant for Cloud Migrations.Expert in identifying Mailflow issues and Mailflow set-ups for hybrid customers.

• 

  Ust

  Apr 2014 - May 2021

  Service Management Professional with ITIL V4 Foundation Certification experienced in Incident Management, Problem Management, Change Management, Continual Service Improvement.Expert analyst in Process and Policy compliance for external audits(ISO 27001:2013, ISO 22301:2012, SOC2 Type 2, ISAE 3402 ITGC)Change Communication Manager for Internal Application/service releases.Business Requirement Elicitation for ITSM related projects.Voice of end-user experience for Major Changes. Consultant for Microsoft Office365 Migrations.

  • Senior Analyst - IT Governance

    Jan 2018 - May 2021

  • Associate Infrastructure Analyst

    Apr 2014 - Dec 2017
• 

  Ey

  May 2021 - Oct 2023

  Leading the Service Management Operations for multiple clients, working in liaison with all process leads including Incident Management, Major Incident Management, Problem Management, Access Management and Service Desk, ensuring process adherence and governance.Managing all process related escalations and challenges. Leading a 24x7 team of 7+ Major Incident Managers, supporting more than 500+ applications. A certified ITIL V4 Professional working as a Major Incident Manager in Managed Services Delivery Model. Expert in Problem Management, Incident Management and Change Management processes.

  • Assistant Manager - Service Management Operations Lead

    Jul 2023 - Oct 2023

  • Assistant Manager - Major Incident Management Team Lead

    Nov 2022 - Jun 2023

  • Assistant Manager - Major Incident Manager

    May 2021 - Oct 2022
• 

  Ey global services limited

  Oct 2023 - now

  Manager - service management operations manager