IT Service Management Professional
About Me
I am a results-driven IT Operations Manager with over 6 years of experience leading high-performing international teams and optimizing service delivery for global enterprise clients. My proven success in SLA management, quality assurance, incident resolution, and process improvement in 24/7 support environments has equipped me with the skills necessary to excel in this field. I am skilled in ServiceNow, Jira, and Power BI, and I have a solid track record in stakeholder engagement and cross-functional collaboration. I am adept at delivering customer-centric solutions while driving operational excellence. Currently, I am pursuing PMP certification to expand my project leadership capabilities and lead strategic initiatives. My core skills include IT Service Delivery & Governance, Incident & Escalation Management, Team Leadership & Development, and SLA & Performance Analytics. I am committed to continuous improvement and innovation in my work, always striving to enhance the quality of service provided to clients.
Skills
Problem SolvingCustomer ServiceAnalytical SkillsCRMInterpersonal SkillsProcess ImprovementCustomer SuccessAgileTechnical SupportChange ManagementQuality AssuranceClient Relationship ManagementStrategic ThinkingProcess OptimizationCustomer RetentionConflict ResolutionCustomer ResearchITSMSLAVirtual Assistance
Education
Bachelor of Engineering in Computer Science
Experience
Resolved a large number of global user queries daily via email, chat, and phone, achieving 95% FCR (First Contact Resolution). Led daily team operations, ensuring SLA and KPI targets were consistently met by streamlining workflows, assigning tasks effectively, and managing support queues across calls, chats, and emails in real time. Resolved login, account setup, renewal, access, and reporting issues using CRM tools, while managing and prioritizing tickets in ServiceNow and Jira based on urgency and business impact. Partnered with Workshop Management, Training, Quality, and Analytics teams to streamline workflows and maintain compliance with evolving client standards, achieving 98% quality assurance ratings. Conducted quality audits and collaborated with clients to design QA frameworks aligned with business goals, ensuring accurate reporting, compliance, and on-time delivery of review results. Escalated high-complexity incidents while maintaining proactive communication and timely updates to clients. Delivered user guidance using documentation and knowledge bases; collaborated with content owner & Global Service Leader teams to update SOPs and FAQs. Flagged bugs to internal engineering teams, accelerating product fixes and user enablement. Served as a point of escalation for critical issues, coordinating with global IT and product teams for resolution. Created and published client-facing communications, including service bulletins and security advisories, maintaining transparency and trust during critical system updates. Championed process innovation initiatives that improved knowledge base accuracy by 35% and enhanced internal documentation standards. Facilitated weekly team reviews and stand-ups, aligning goals and mitigating risks. Designed onboarding and training sessions, increasing new hire productivity within 30 days. Led weekly team reviews and stand-ups to align goals and address risks, while preparing biweekly performance reports with trend analysis for senior leadership and clients.