IT professional with 13 years of experience in IT service roles, including 3 years as a Team Lead in cross-functional operations teams and 10 years in IT Service Operations. Expertise in managing and leading Major Incident Management, Problem Management, Change Management, and Continual Service Improvement (CSI) processes. Skilled in handling escalations, conflict resolution, and cross-skilling teams based on business needs. Committed to adopting new technologies, enhancing processes, and delivering exceptional IT support.