Anupama B M

· Streamlined service management processes by conducting audits and recommending ITSM improvements.

· Facilitated workshops with technical teams to improve understanding and execution of incident, change, and problem management.

· Monitored KPIs and collaborated with process owners to align service delivery with business objectives.

· Created and maintained knowledge articles and training materials to standardize workflows.

· Led major incident management bridge calls, ensuring resolution within SLA timelines.

· Collaborated with cross-functional teams to improve escalation procedures and reduce critical incident resolution times.

· Utilized ServiceNow for ticket tracking, reporting, and knowledge base updates.

· Provided clear daily dashboards and incident trackers for stakeholder visibility.

· Delivered L1/L2 support for high-priority incidents, ensuring timely troubleshooting and resolution.

· Mentored new agents, enhancing team performance and SLA compliance.

· Reviewed and updated process documentation to improve workflows and service quality.

· Managed inbound and outbound customer calls to enhance customer satisfaction and loyalty.

· Consistently achieved key call quality metrics and met service expectations.

· Handled escalation emails efficiently while mentoring new team members to improve team response times.

· Maintained strict confidentiality of customer data while adhering to security standards.