Bachelor of Engineering
With over three years of
experience in IT Service Management, I specialise in handling high-severity incidents under pressure
and driving service reliability improvements.
At Comcast, I’ve delivered measurable impact through structured incident management and proactive
observability:
• Managed 75+ major incidents by leading war rooms and coordinating cross-functional teams,
achieving average resolution under 60 minutes and improving SLA compliance by 20%.
• MTTR by 25% by designing 15+ Grafana dashboards and leveraging Elastic Search for
rapid triage, ensuring faster root cause identification.
• process efficiency by documenting 20+ SOPs and proposing an AI-based auditing
solution, cutting manual review effort by 40% and improving ticket quality.
These achievements reflect my ability to combine technical expertise with clear communication—skills
that align perfectly with a strong conduit between Service Delivery
Managers and recovery teams. I ,ITIL-aware, proficient in ServiceNow, and passionate about
continual improvement.
I am open to relocation and eager to contribute for operational
excellence. I welcome the opportunity to discuss how my experience can help strengthen your company's major
Incident Management process.
Team leadership, Stakeholder Communication, Cross Cultural Competence
