Incident management professional with 15+ years coordinating and administering technology incidents, escalations, and crisis events across 24x7 global support and delivery environments. Proven track record as first responder and operational anchor for Sev 1–3 incidents — establishing incident bridges, driving structured communications and stakeholder updates, and maintaining the authoritative incident timeline through to resolution. Experienced separating administrative orchestration from technical command, enabling Incident Commanders to focus on diagnosis and restoration while owning process adherence, documentation, and clean handoffs into Post-Incident Review (PIR) and Root Cause Analysis (RCA). Skilled coordinating engagement of technical/engineering teams, vendors, Operations Command Center, and Service Desk, executing call-to-work escalations, and governing vendor KPI/quality performance. Strong background in ITIL-aligned process design, Change Advisory Board (CAB) coordination, and Continual Service Improvement (CSI), with daily use of ServiceNow ITSM for ticketing, incident/change records, and SLA/KPI reporting. Comfortable working rotational 24x7 shifts and on-call rotations, communicating clearly under pressure across technical and non-technical audiences. PMP and ITIL v3 Foundation certified.
Incident management professional with 15+ years coordinating and administering technology incidents, escalations, and crisis events across 24x7 global support and delivery environments. Proven track record as first responder and operational anchor for Sev 1–3 incidents — establishing incident bridges, driving structured communications and stakeholder updates, and maintaining the authoritative incident timeline through to resolution. Experienced separating administrative orchestration from technical command, enabling Incident Commanders to focus on diagnosis and restoration while owning process adherence, documentation, and clean handoffs into Post-Incident Review (PIR) and Root Cause Analysis (RCA). Skilled coordinating engagement of technical/engineering teams, vendors, Operations Command Center, and Service Desk, executing call-to-work escalations, and governing vendor KPI/quality performance. Strong background in ITIL-aligned process design, Change Advisory Board (CAB) coordination, and Continual Service Improvement (CSI), with daily use of ServiceNow ITSM for ticketing, incident/change records, and SLA/KPI reporting. Comfortable working rotational 24x7 shifts and on-call rotations, communicating clearly under pressure across technical and non-technical audiences. PMP and ITIL v3 Foundation certified.
Member Since
August 10, 2026
Last Active
15 days ago
