Responsible for proactive monitoring and engagement to prevent and mitigate major outages, leveraging expertise in ServiceNow Ticketing,
AI Ops, and monitoring tools such as SolarWinds. Collaborates with IT infrastructure, application, and vendor teams to resolve major incidents, ensures timely escalation to the Major Incident team, and leads ITSM process management—including Incident, Problem, CMDB, Change, and Knowledge Management—with a focus on proactive monitoring, network visibility, early detection, and continuous improvement.
in IT Operations.