Taqeera Gulzar
IT Service and Change Management
Bengaluru
Summary
Seasoned IT Service & Change Management professional with 9+ years of experience delivering high-impact solutions across diverse sectors including BFSI, Energy, and Technology. Adept at managing complex change processes, optimizing ITIL-based service operations, and bridging the gap between technology and business needs. Proven success in implementing governance frameworks, driving compliance, and leading cross-functional teams to deliver continuous service improvement.
Overview
12
12
years of professional experience
4
4
Languages
Work History
Security Consultant – Proxy & Web Access Filtering
IBM India Pvt Ltd
Bengaluru
10.2018 - 06.2025
- Company Overview: Client: Leading BFSI Institution (US)
- Administered and optimized enterprise proxy and URL filtering platforms to enhance cybersecurity and ensure compliance with internet access policies.
- Worked extensively with tools such as Blue Coat, Zscaler, and Palo Alto to implement secure web gateways and filtering rules.
- Partnered with global security teams to analyze and mitigate web-based threats, ensuring alignment with internal governance and compliance mandates.
- Investigated and resolved connectivity issues related to proxy misconfigurations, latency, and blocked access.
- Delivered continuous improvements by analyzing filtering patterns and updating policies to reflect evolving business needs.
- Supported audits and reporting for policy compliance, usage tracking, and exception approvals in regulated environments.
- Client: Leading BFSI Institution (US)
Service Management Consultant – ITIL Change & Incident Management
IBM India Pvt Ltd
Bengaluru
10.2015 - 09.2018
- Company Overview: Client: Global Energy & Petrochemical Company
- Managed Change, Incident, and Problem Management processes to maintain service availability and minimize operational risk.
- Led weekly CAB meetings, performed change impact assessments, and ensured complete documentation for compliance.
- Interfaced between global delivery teams and business stakeholders to ensure seamless service transitions and operations.
- Implemented performance metrics (SLA, MTTR, RCA), tracked KPIs, and provided regular dashboards to leadership for continuous service improvement.
- Strengthened process adherence to ITIL best practices, reducing major incident occurrences and post-change issues by 20%.
- Client: Global Energy & Petrochemical Company
Senior Analyst – IT Operations
Infinite Computer Solutions
Bengaluru
07.2013 - 09.2015
- Handled L2/L3 support operations for enterprise clients, ensuring efficient incident resolution and ticketing processes.
- Supported implementation of change and coordinated with delivery managers to ensure service continuity.
- Developed knowledge base articles and support documentation to reduce repeat issues and empower L1 support.
Education
Bachelor of Commerce -
CV Raman University
Chattisgarh06.2015
Skills
- Change Management
- ITIL v3/v4 Framework
- Service Transition
- Service Delivery
- Incident Management
- Problem Management
- Network Security
- URL Filtering
- Stakeholder Management
- SLA Tracking
- KPI Tracking
- Governance
- Compliance
- Risk Mitigation
- Proxy Administration
- Web Filtering Solutions
- Agile
- Project Coordination
Interests
Yoga
Travel
Research & Continuous Learning
Certifications And Tools
COMPTIA+ Security Plus 2025
Timeline
Security Consultant – Proxy & Web Access Filtering
IBM India Pvt Ltd
10.2018 - 06.2025
Service Management Consultant – ITIL Change & Incident Management
IBM India Pvt Ltd
10.2015 - 09.2018
Senior Analyst – IT Operations
Infinite Computer Solutions
07.2013 - 09.2015
Bachelor of Commerce -
CV Raman University
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