Headline

ITSM Professional | 12 Years Experience | Change Management | Release Management | Incident Management | ITIL

About

ITSM Professional with 12 years of experience in IT Service Management, specializing in Change Management, Release Management, Incident Management, and Service Operations. Experienced in managing end-to-end ITIL processes, coordinating cross-functional teams, conducting CAB meetings, handling major incidents, minimizing business impact, and ensuring successful release deployments. Skilled in stakeholder management, service governance, SLA compliance, risk assessment, and continuous service improvement. Proficient in ServiceNow, ITIL best practices, reporting and metrics, operational excellence, and driving process improvements to enhance service quality and customer satisfaction. Currently seeking opportunities in ITSM, Change Management, Release Management, Incident Management, Service Delivery, and Service Operations roles where I can leverage my experience to deliver business value and operational efficiency.

Location

India

Work experience

Release Coordinator at Tata Consultancy Services, Oct 2023 - Present · 2 yrs 9 mos, Hyderabad, Telangana, India

Change & incident management at Tata Consultancy Services, Apr 2017 - Present · 9 yrs 3 mos, Managing end-to-end Release Management activities for production and non-production environments. Coordinating release planning, scheduling, approvals, implementation, and post-release validation. Conducting risk and impact assessments for planned releases and infrastructure changes. Ensuring compliancewith ITIL Change and Release Management processes. Collaborating with infrastructure, application, and business teams for smooth deployments. ManagingMajor Incident escalations and ensuring SLA adherence. Monitoring operational activities using PRTG and Site24x7. Providing stakeholder communication, release reporting, and implementation updates. Worked on infrastructure support, ticket management, and service operations. Provided training and guidance to teammembers on operational processes and tools.

IT Analyst at Tata Consultancy Services, Jan 2016 - Present · 10 yrs 6 mos, Hyderabad, Telangana, India

System Engineer at Quantum Leap Consulting, Feb 2016 - Apr 2017 · 1 yr 3 mos, Provided infrastructure and application support for enterprise users. Handled ticket follow-ups and ensured SLA compliance. Supported desktop stream activities and operational coordination.

Senior Process Associate at Wipro, Jan 2014 - Jan 2015 · 1 yr 1 mo, Hyderabad, Telangana, India, Worked for Non-voice chat support for HP project. (APAC)

Education

Bachelor of Commerce - BCom, Computer Systems Networking and Telecommunications, loyola academy