New York City Metropolitan Area
• Results-driven IT Service Management (ITSM) professional with 10+ years of experience delivering production support, application support, and service delivery solutions across Insurance, Financial Services, and Capital Markets domains. • Extensive expertise in Incident Management, Major Incident Management, Problem Management, and Change Management aligned with ITIL V4 best practices, ensuring high service availability and SLA/KPI compliance. • Proven experience in managing Severity 1, Severity 2, and Severity 3 incidents, driving service restoration, conducting Post Incident Reviews (PIR), and performing Root Cause Analysis (RCA) to prevent recurring production issues. • Strong background in leading global support teams, managing escalations, and acting as a Single Point of Contact (SPOC) for multiple business-critical applications supporting 250+ enterprise clients. • Demonstrated success in transition and knowledge management, including leading Knowledge Transfer (KT) sessions, preparing SOPs, SUDs, and client playback presentations to ensure seamless project onboarding and operational readiness. • Hands-on experience in implementing Shift Left strategies and automation initiatives through BOT enablement and Robotic Process Automation (RPA), significantly reducing ticket inflow and manual intervention. • Skilled in stakeholder engagement, client governance, and business communication, including incident advisories, service status reporting, and executive-level incident presentations. • Adept in people management (team size 22+ direct reporting) with notable individual contributions and a knack for mentoring and building teams; providing leadership and guidance to coach, motivate, and lead team members to their optimum performance levels and career development. Effective at presentations and oral and written professional communication. • Eligible to work in USA as i have valid spouse work visa and open to relocate.
● Worked as a team lead with a specific focus on improving the timely delivery, optimizing technology services, and managing escalations for clients over SQL server, Postgres SQL, and Docker container Kubernetes platforms. ● Experience working with international clients across EMEA, APAC, and NALA for finance and insurance domains ● Actively involved in the annual appraisal process, participating in performance evaluation, goal setting, and providing constructive feedback to team members. ● Effective presentations, and oral and written communications. ● Responsible for managing and coordinating the response to critical incidents across different regions and business units. ● Assess the severity and potential impact of incidents, prioritize response efforts, and allocate appropriate resources to address them. Analyze incident data to identify trends, vulnerabilities, and areas of improvement in incident response. ● Chairing Bridge Calls, driving communication, and coordinating with technical teams to ensure the restoration of services within defined SLAs. ● Managed Ticket reduction by 42% through performance fixes, resolving application bugs, archival activity, and automation. ● Managing the post-incident analysis process and conducting root cause analysis. Prepare incident reports, summarizing the incidents and recommendations for improvements. ● Managing change requests implementation, bug fixes, emergency fixes, Upgrades, vulnerability fixes, Password management rotations, Security SSL certificate updates, and security fixes for application stability. ● Introduced process improvements and achieved a 20% improvement in incident response time and 98.6% SLA compliance. ● Onboarded 50+ clients within a year and enabled the team to work on application issues, tickets, and problems. Worked with the development team to ensure no impact during year-end/month-end activities. Ensured high-priority ticket reduction by 20%.
● Acted as a Subject Matter Expert (SME) for multiple applications to provide functional and technical expertise, troubleshooting, and resolution of issues within SLA. ● Weekly calls with major clients to ensure applications are used well by end users. ● Server upgrades for multiple applications to achieve stay current. Certificate upgrades for all applications. ● Created and maintained a knowledge base for known support issues and resolutions. ● Ensure all alerts are addressed, as well as the stability and performance of the systems. ● Managing severity 1 and severity 2 issues and providing regular updates to stakeholders. ● Performed automation using SQL to reduce hours of effort. ● Responsible for ensuring that root cause analysis identified during Major Incidents and problems created, tracked, and followed through to completion after service restoration
● Monitored application performance and resolved 300+ tickets within SLA timelines in insurance domain. ● Training new joiners on the applications and daily monitoring tasks. ● Developed Knowledge base documents to streamline information access and enhance team efficiency. ● Deployed bug fixes, emergency fixes, and change requests in the production environment. ● Facilitate incident management with technical teams and act as the point of contact for all raised incidents for priority P3, P4, and service requests.