 Solid understanding of software development /test life cycle models (SDLC /STLC) as well as expert knowledge of both Agile and traditional project management principles and practices and the ability to blend them together in the right proportions to fit a project and business environment.  Hands on experience in Operations Management, Incident Management, Problem Management, Change Management, Release Management, Major Incident Management & Delivery Management.  Driving innovation across the firm’s corporate technology portfolio, increasing efficiencies through process automation, and Agile application development, with an emphasis on user experience and shorter development cycles  Customer focused with demonstrated capability in understanding customer behavior & requirements – adept in delivering presentations to the target audiences demonstrating the organization capabilities and value offerings, thereby significantly contributing to the business development for the organization.  Act as single person of contact for Customer executives, developing deep, trustful relations.  Well-versed in end-to-end products / projects inception, requirement specs, planning, designing, implementation, documentation and closure.  An energetic, self-motivating team leader with hands on experience in, ITIL Process management  Handled multiple Accounts since we were working in Shared Model.  Serves as a single point of contact to for service delivery for all Service lines/Technology  Drive/Manage service quality and improvement of service delivery processes.  Experience in ticketing tool and project management tools like – Salesforce, Remedy Force, Service now and Jira.  Supervising the steady state activities of the engineers, provided optimal solutions for escalations, and ensured client satisfaction.