Motivated and Passionate IT Service Manager with 11+yrs of experience in Application Support and Managed Services (MS) Engagements.
Expertise:
• Airlines E-commerce Business.
• Client & Stakeholder Management.
• IT Service Management across big L2/L3 level teams.
• Implementing ITIL best practises.
• Transition Management
• Troubleshooting/System Monitoring - using latest tools Dynatrace,Splunk,Tealeaf,Foglight etc.
Achievements:
• Awarded with “UNSTOPPABLE” award for FY2017-18 by NIIT Technologies for challenging the status quo, demonstrate ‘Surprising’ levels of service and exceeding customer expectations.
• Role Model in NIIT for completing one of the most difficult transitions of Iberia.com platform in Spain, this also helped the company in securing new business worth 10 million Euros.
• Part of various success stories within the organization, recently being implementation of a CSI which helped the customer save 30K Euros/month.
• Part of leadership team, which successfully bided and won RFP’s of more than 20 million USD.
• Part of leadership team, which crafted a continuous improvement framework within IAG, named iSMART Support. Now widely being used across different company functions.
