Rosemary K
Associate Manager
Bengaluru
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 11 years of extensive leadership experience in Network, IAM, and IT operations.. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
12
12
years of professional experience
7
7
Certifications
4
4
Languages
Work History
Team Leader| Manager Associate
Computacenter Pvt Ltd
02.2023 - Current
- Lead and manage a 35+ member team (L1, Dispatch and Change) to ensure 25/7 operations across Network, Security, and Identity Access Management
- Managing Operations and updating the stakeholders about the ongoing developments and implementations from Networking, Security, Change management and Provider Management on daily basis
- Successfully managed project transitions and handovers, ensuring smooth knowledge transfer and minimal disruption to operations
- Maintain regular stakeholder communication to align project goals, manage expectations, and provide timely updates to achieve operation excellence
- Part of two Six Sigma projects, driving process improvement and operational efficiency through data-driven methodologies.
- Completed Core5 profile leadership training over 9months focused on developing organizational leadership skills.
- Hands-on experience with NOC tools like Service now, Spectrum, SolarWinds, SAP, BMC Remedy for monitoring, incident management, and proactive issue resolution in a 24/7 operational environment.
- Manage full incident lifecycle in ServiceNow, including ticket creation, triage, escalation, and closure, while adhering to ITIL best practices and SLA commitments
- Proactively detect and triage alerts related to CPU, memory, disk, connectivity, and service degradation issues.
- Led cross-functional teams to enhance operational efficiency and service delivery management
Associate Project Manager | Major Incident Manager
Computacenter India Pvt Ltd
04.2021 - 02.2023
- Coordinating resolver groups, conducting Post-Incident Review (PIR) calls, and ensuring timely communication with stakeholders to maintain SLA compliance
- Effectively supporting the WAN operations as a Provider Manger as well by handling 5 major providers across the Globe (Verizon, Singtel, Telefonica, Versatel and D-Telekom) for regions like EMEA, LATAM, NAFTA and APAC
- Co-ordinate with Network and Security leads for any CMO or FMO related change activities based on the deadline and priority of the Ticket
- Used to support the operations as Major Incident Manager whenever needed by driving the incident to resolution by engaging relevant teams as per escalation matrix, documenting key actions
- Lead shift management activities such as team leadership, roster preparation, SLA monitoring, and publishing Standard Operating Procedures (SOPs), ensuring operational readiness and compliance with organizational standard
Associate Infrastructure Engineer
British Telecom Pvt Ltd
09.2016 - 03.2021
- Ensured IT infrastructure availability and supported IAM lifecycle and PAM solutions
- Streamlined deployment processes through automation tools (bots), reducing time-to-market for new services
- Managed provisioning/de-provisioning, SSO (SiteMinder), and SoX/ISO audits
- Collaborated with application teams on user issues and participated in SoX audits. Customer and user Identity Lifecycle Management
Team Lead
eSSL Pvt Ltd
03.2014 - 08.2016
- Led incident and access request handling, trained analysts, and generated service reports
- Collaborated with quality teams to improve service delivery
- Delivered training sessions and supported product delivery management
Education
Bachelor of Technology - Computer Science
VTU University
PUC - undefined
MPHS School
Skills
Customer Relationship Management
Leadership and Team Management
Strategic Planning
SLA/OLA Management
People Management
Project Management and Deliver
Accomplishments
Received Personal Leadership Award from Management
Received Spot Award for Best Analyst in User Access Management.
Consistently rated as Best Performer at eSSL, BT, and Computacenter.
Certification
Lean Six Sigma Green belt
Timeline
Team Leader| Manager Associate
Computacenter Pvt Ltd
02.2023 - Current
Associate Project Manager | Major Incident Manager
Computacenter India Pvt Ltd
04.2021 - 02.2023
Associate Infrastructure Engineer
British Telecom Pvt Ltd
09.2016 - 03.2021
Team Lead
eSSL Pvt Ltd
03.2014 - 08.2016
PUC - undefined
MPHS School
Bachelor of Technology - Computer Science
VTU University
Personal data processing
I hereby declare that all the information furnished above is true to the best of my knowledge and belief.