Experienced IT Service Operations professional with 8+ years of experience in Incident Management, Technical Support, Customer Escalation Handling, and Enterprise Service Operations within fast-paced telecommunications environments.
Skilled in coordinating service operations, managing priorities, handling escalations, monitoring incidents, and supporting cross-functional teams to ensure timely issue resolution and operational efficiency. Experienced in working within 24/7 mission-critical environments while maintaining strong communication and organizational skills.
Areas of expertise include:
• Incident & Escalation Management
• Technical Support & Troubleshooting
• Customer Support Coordination
• Reporting & Documentation
• Service Operations Support
• SLA Monitoring & Task Tracking
• Cross-Functional Team Coordination
• Process Improvement & Workflow Management
• ITSM Tools (ServiceNow, Jira)
• Microsoft Office & Google Workspace
Professional experience includes supporting enterprise-wide services across Broadband, Mobile, Core, and Enterprise systems, coordinating with technical teams, vendors, and stakeholders to ensure smooth operations and service continuity.
Key highlights:
• Managed high-priority incidents and escalation handling
• Coordinated with NOC, Engineering, and support teams
• Led bridge calls and operational follow-ups
• Supported service restoration and issue resolution efforts
• Improved coordination processes and reporting workflows
• Worked effectively in remote, global, and shift-based environments
Reliable, adaptable, and highly organized, with a strong commitment to professionalism, clear communication, and delivering quality operational and administrative support in remote environments.
