Managed service performance across 6 client accounts, achieving an average SLA compliance rate of 98% and increasing customer satisfaction scores by 20% in one year. Drive continuous improvement initiatives, working closely with internal teams and third-party vendors to optimize service quality, delivery speed, and customer satisfaction.

Worked closely with Product Owners to ensure backlog refinement, prioritized user stories, and maintained alignment with business goals and objectives. Successfully implemented scaled Agile frameworks (SAFe) across multiple teams, improving collaboration and reducing dependencies.

Led comprehensive root cause analysis investigations for significant events, implementing corrective actions that reduced recurrence by 40% over a six-month period.

Drove the service management processes, such as Critical Incident Management, Problem and Change Management.

Provided immediate emergency response and incident management, actively participated in post-incident reviews.

Managed cross-functional teams in resolving complex technical issues, ensuring swift resolution of critical incidents.

Bachelor of Commerce with a GPA of 70%.