Senior IT Service Manager (ITIL) | Incident, Problem & Change Management | 17+ Years
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I am an experienced IT Service Manager with over 17 years of expertise in IT Service Management, specializing in Major Incident, Problem, and Change Management. I have a strong track record of managing high-severity incidents, conducting root cause analysis, and implementing corrective actions to minimize service disruptions. I am skilled in coordinating cross-functional teams, ensuring timely resolutions, and driving continuous service improvement aligned with ITIL best practices.
I currently work as an IT Service Manager at Iron Mountain India, where I handle end-to-end Major Incident and Change Management processes, lead incident resolution efforts, and drive problem management initiatives. Previously, I worked with organizations such as Standard Chartered Bank, Equiniti, IBM, CSC, and SumeruSoft, holding roles like Senior Problem Manager, IT Service Manager, Business Recovery Manager, and Service Delivery Coordinator. Throughout my career, I have been responsible for incident lifecycle management, stakeholder communication, process improvements, and delivering service excellence across global environments.
I hold a Bachelor of Engineering (B.E.) in Electronics and Communication Engineering from Srinivasa Institute of Engineering and Technology, completed in 2005. My academic background provided a strong foundation in engineering principles, problem-solving, and analytical thinking, which I have effectively applied throughout my IT service management career. I also completed my Higher Secondary education and Secondary School Leaving Certificate (SSLC) in Chennai, India, building a solid base for my technical and professional development.
