Ma

About

Experienced IT Service Management professional with over a decade of progressive experience in Major Incident Management, service delivery, and technical operations across global enterprise environments. Proven leader with a strong track record of driving rapid incident resolution, coordinating cross-functional technical teams, and ensuring SLA compliance under high-pressure situations. Adept at coaching and mentoring teams, implementing quality audit frameworks, and improving incident management processes aligned with ITIL best practices. Possesses deep hands-on expertise in service desk operations, command center monitoring, video conferencing technologies, and change assurance, with a strong commitment to operational excellence, customer satisfaction, and continuous improvement.

Skills

Work Experience

Education