ITIL Certified Professional with over 12+ years’ of experience in IT Operations entailing: - IT Service Delivery - Service Management - Transition Management - ITIL Framework Presently associated with WillisTowersWatson Processing Services Pvt. Ltd. as IT Service Management Leader. My primary objective is to develop a governance and risk management framework that responds to IT demands and pave the way towards achievement of company goals. In order to do this, I will see to it that IT service management principles are implemented and that equipment, systems, processes, products and services all meet specifications and high quality standards. With twelve years of experience in IT service management, I have broadened my understanding of IT operations as well as client demands and how we can satisfy those. This being said, I am confident that I can contribute positively to the company. My responsibilities include all the discrete activities and processes that support a service throughout its lifecycle, from service management to change management, problem and incident management, asset management, and knowledge management and, - Enabling access to information and processes to accomplish important business goals or otherwise provide value. - Ensure Application and Infrastructure Support Services are delivered in accordance with IT Partner SLAs and in line with Global IT Service Management Processes and Procedures. - Key escalation point for Global Processing Center for Application and Infrastructure Support Delivery. - Governance of key support Services and Processes. - Representation of Change Management in Global CAB community. - Leading the Application Enhancement Portfolio for prioritization, estimation and tracking till delivery. - CSAT via organized User Forums and participation in organization’s MI reviews. - MI reporting to senior leadership on all Major / P1 and P2 issues and overall service delivery. - Participation in formulating and drafting the End User Developed Application Governance for WTW Mumbai. ©