SLA & OLA

IT professional with over 7 years experience evolving with an expertise in ITSM space. Being an ITIL consultant I can realize the markets' demands on a cost effective IT service management solutions be it process or a tool implementation and I am here to share learning, gain knowledge and carry best practices for the benefit of my clients.

IT Application Manager

About 10 years of experience in Service Management (ITIL 2011), Project Management, Team/People Management, Process Mgmt/Improvement, Service Delivery, Reporting tool, Competency and Capability Development, SME support for end to end process lifecycle. Profound consulting skills in Requirement and Gap Analysis, Setting up Guidelines and Processes, building governance framework, setting up CSI framework which is in line with the Industry standard Best Practices like ITIL – ITSM, IT Governance and Project Documentation. Methodical in defining lifecycle specific process frameworks including Due Diligence and Transition. Ensure alignment with industry standards – ITIL, COPC, SOX, CMMI, COBIT and Risk Assessment for Services. Service Support & Service Delivery - Incident Management, Problem Management, Change Management, Configuration Management, Release Management, Service Desk SLM & Process Improvement- Project Management Scope Planning, SOW, Proposal Preparation, Project Management Plan, WBS, Communication planning, etc. Service Management (Process Consulting) - ITIL Process Consulting, ITIL Process Maturity Assessment, Service Management Governance Modeling & Framework setup

Customer Delivery Manager - Optus Business.