Karan Singh Nirwan

I am a Support Manager with expertise in IT Service Management, Team Management, Project Management, ITIL, and Technical Support. With a track record of managing support teams and delivering a world-class customer experience, I excel in People Management Skills. I have 13+ years of experience as an L1 and L2 ops/support lead, actively participating as a major incident manager and POC for P1 issues. As a Support Manager, I am responsible for handling critical customer escalations, ensuring career development of individuals, and contributing to strategic planning for team growth and project management. I am self-motivated, results-oriented, and focused on delivering high levels of customer satisfaction through world-class support services. I have extensive experience in setting up bridge calls for major incidents, tracking incidents, ensuring SLA compliance, and implementing operational management processes and best practices. My background includes expertise in Microsoft Office, Active Directory, and Windows. I have a strong background in the banking/finance industry, particularly in the Accounts Payable domain, and have a proven track record of providing global client and user support experience. Experience in Agile Practices (release management) in the areas of estimation, planning, development, testing & agile Project Management. E.g. User Story, Story point estimation.