09/05/2025 updated
SY
100 % available
IT Service Management Professional with 13+ years experience in ITIL processes
Mumbai, India
Only remote
B.SC I.T from Mumbai University, IndiaSecurity ControlsTivoli Management FrameworkInformation Technology Infrastructure Libraries (ITIL)Infrastructure ManagementIT Service ManagementProject ManagementMicrosoft VisioNagiosNetwork DiagramsWriting DocumentationRisk AnalysisService DeliveryService Request ManagementSecurity Information and Event ManagementStakeholder Management
ITIL Service Management
Comprehensive expertise in ITIL frameworks including incident, problem, change, and service request management with multiple certifications and proven implementation experience across major organizations.
Project Management
Strong capability in managing IT projects with focus on service delivery, SLA adherence, and stakeholder management, recognized with multiple Project Star awards.
Infrastructure Design
Experience in designing IP and VLAN schemas, developing network diagrams, and implementing datacenter infrastructure according to customer requirements.
Monitoring Tools
Knowledge of various monitoring tools including Nimsoft, IBM Tivoli, Nagios, CA Spectrum, SCDM, MOM, and SIEM for effective system oversight.
Microsoft Office Suite
Proficiency in MS Excel, MS Word, MS PowerPoint, and MS Visio for documentation, reporting and process visualization.
Risk Management
Experience in identifying, assessing, and treating risks to information assets, conducting detailed risk assessments, and implementing security controls.
Process Documentation
Skills in creating SOPs, process flows, and MIS reports to document and standardize IT service management procedures.
Comprehensive expertise in ITIL frameworks including incident, problem, change, and service request management with multiple certifications and proven implementation experience across major organizations.
Project Management
Strong capability in managing IT projects with focus on service delivery, SLA adherence, and stakeholder management, recognized with multiple Project Star awards.
Infrastructure Design
Experience in designing IP and VLAN schemas, developing network diagrams, and implementing datacenter infrastructure according to customer requirements.
Monitoring Tools
Knowledge of various monitoring tools including Nimsoft, IBM Tivoli, Nagios, CA Spectrum, SCDM, MOM, and SIEM for effective system oversight.
Microsoft Office Suite
Proficiency in MS Excel, MS Word, MS PowerPoint, and MS Visio for documentation, reporting and process visualization.
Risk Management
Experience in identifying, assessing, and treating risks to information assets, conducting detailed risk assessments, and implementing security controls.
Process Documentation
Skills in creating SOPs, process flows, and MIS reports to document and standardize IT service management procedures.
Experience
Professional experience10+ years
Freelancer since2025
Languages
EnglishFluent
Project history
ITIL Service Management Lead responsible for managing IT service processes including incident, problem, and change management. Ensuring high service quality, SLA adherence, and security compliance. Single point of contact for ITIL process deliverables.
Service Management Lead handling customer service interactions, reports, and repairs. Responsible for end user relationship management, SLA adherence, and process documentation. Single point of contact for ITIL process deliverables.
Change Management Process Lead managing and delivering large projects with cross-functional teams. Defined process strategies, KPIs, and best practices aligned with organizational goals. Created training packages and implemented continuous service improvement programs.