Results-driven Project Manager with over 10 years of extensive experience in IT service delivery, specializing in Incident Management and ServiceNow implementations. Possesses a strong track record in gathering and analyzing business requirements, designing solutions aligned with best practices, and mapping processes to enhance operational efficiency. A certified ITIL professional, recognized for consistently meeting SLA metrics and improving service delivery standards.
Demonstrated leadership skills with over 8 years in management roles, adept at overseeing large teams and ensuring high-quality customer service. Proven ability to develop and implement innovative strategies, such as the creation of real-time dashboards for performance monitoring and the seamless transition of operations to offshore teams.
Passionate about fostering collaboration between technical teams and business stakeholders, driving continuous improvement initiatives that enhance user experiences and organizational effectiveness.
Banking Helpdesk Project:
Achievements
Retail & Stores Project:
Achievement
Retail & Stores Project:
Achievement
Retail & Stores Project
Achievements
Retail & Stores Project
Achievements
Achievements
Proficient in managerial techniques
Process improvement initiatives
Providing guidance and support
Operational efficiency management
Conducting performance evaluations
Client interaction
Efficient resource management
Process optimization
Project coordination
Service enhancement analysis
Customer relationship development
Business analysis
Certified Scrum Product Owner(CSPO)
ServiceNowCSA
Certified Scrum Product Owner(CSPO)