About
I am a highly motivated and skilled Problem Manager with experience in ITIL V4, ServiceNow, and ISO 20000. My expertise includes problem resolution, root cause analysis, and process documentation. I have a strong passion for machine learning and have developed a score prediction model for IPL using Python and Scikit-learn. I am also experienced in full-stack web development using the MERN stack.
Skills & Expertise (21)
Work Experience
Problem Manager
Wipro Ltd
Feb-2023 - Sep-2024
Analyzed trends to reduce alert counts by 30%, enhancing service availability and security through root cause analysis and workarounds. Coordinated cross-functional teams for problem resolution, improving operational stability by 15% and ensuring seamless service recovery. Documented processes per ISO 20000 standards, achieving 100% compliance in audits with zero major non-conformities. Delivered stakeholder updates during problem management cycles, maintaining a customer satisfaction rating of 6+/7.
Education
Master of Computer Application
2022 - 2024 · India
Bachelor of Computer Application
2019 - 2022 · India
Certifications
ITIL V4
ITIL · 2023
Certified in ITIL V4
ServiceNow
ServiceNow · 2023
Certified in ServiceNow
ISO 20000
ISO · 2023
Certified in ISO 20000
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Skills (21)
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