Experienced IT Service Management professional with over 9 years in the field, including 3 years as an IT Service Manager. Skilled in leading incident management, change management, and minimizing service disruptions in a 24/7 production environment. Utilizes expertise in ITIL processes, Root Cause Analysis, and trend analysis to proactively prevent recurring issues. Demonstrates ability to effectively manage high-pressure situations, lead cross-functional teams, and communicate with senior executives. Proficient in utilizing ITSM tools and cloud technologies such as Google Cloud and AWS to optimize service delivery and ensure operational readiness.