PROFESSIONAL SUMMARY
IT Service Operations and Incident Management professional with 16+ years of experience supporting global enterprise, SaaS, and aviation environments. Proven expertise in incident management, service delivery, operational governance, stakeholder coordination, and cross-functional team collaboration within high- availability and customer-focused organizations. Experienced in managing end-to-end service operations, SLA/KPI performance, escalation handling, process improvement initiatives, and operational reporting to support business continuity and service excellence. Skilled in coordinating technical teams, improving workflows, enhancing customer experience, and driving operational efficiency across distributed environments. Strong background in ITIL-based operations, governance frameworks, and continuous improvement practices, with hands-on experience in enterprise tools, automation, and AI-assisted workflows. ITIL v4 certified and open to remote, hybrid, on-site, and international opportunities.
CORE COMPETENCIES
• IT Service Management (ITSM) & Governance
• End-to-End Incident Management (E2E ICM Lifecycle)
• Major Incident Coordination & Escalation Management
• SLA/KPI Governance & Service Operations
• Incident Documentation, Reporting & Quality Control
• Post-Incident Review & Root Cause Analysis (RCA)
• Change Management & ITIL v4 Best Practices
• Status Page Management & Stakeholder Communications
• Cross-Functional Collaboration with Engineering, Product & Leadership Teams
• Executive Communication & Operational Reporting
• Process Improvement & Service Optimization
• Knowledge Management & Operational Documentation
• Customer Support Operations & Service Delivery
• AI-Assisted Workflow Automation & Incident Analysis
TECHNICAL SKILLS
Service & Ticketing Tools: Jira Service Management, Zendesk, HP Service Manager, NetkaQuart, Intercom.
Collaboration & Documentation: Confluence, SharePoint
Systems & Platforms: Windows, Linux, Active Directory, IAM
Monitoring & Operations: PagerDuty, Grafana, NetBox, Status Pages
Web & CMS: WordPress, Joomla, Drupal, HubSpot
Development & Technical Tools: HTML, CSS, basic JavaScript, APIs, Virtual Machines
AI & Automation Tools: ChatGPT, Claude, Azure AI, workflow automation
CERTIFICATIONS
• ITIL Foundation Certificate in IT Service Management - PeopleCert (2014)
• Confluence Fundamentals Badge - Atlassian (2023)
• Jira Fundamentals Badge - Atlassian (2022)
• Foundational Support - Zendesk (2022)
• Foundations of Project Management - Google (Coursera, 2023)
• Leading Teams - University of Michigan (Coursera, 2023)
• Effective Problem-Solving and Decision-Making - UCI (Coursera, 2023)
