Results-driven IT Professional with extensive experience in Major Incident Management, Service Operations, and Application Support. Expert at orchestrating P1/P2 incident restorations, ensuring strict SLA compliance, and minimizing business downtime. Proficient in ServiceNow ITSM, Azure Active Directory, and global stakeholder management.
• Managed 24/7 IT operations for US, EMEA, APAC, and LATAM regions with 100% ticket ownership.
• Performed proactive triage for high-priority issues using ServiceNow ITSM.
• Provided specialized support for industry-specific platforms, including Documentum and Veeva Vault.
• Monitored server and application alerts to escalate critical incidents before they impacted end-users.
• Led Knowledge Transfer (KT) sessions for new hires and generated detailed incident trend reports.
