A dedicated service management professional with 7+ years of experience at Accenture, specializing in ITIL and other service management frameworks. Proficient in using tools such as ServiceNow, BMC Remedy, and Jira. Demonstrates extensive expertise in Excel reporting and ServiceNow dashboard creation. Skilled in enhancing service operations through Microsoft Power Automate. Holds an in-house company certification in ITIL v3 Foundation. Key Skills: Service Management Frameworks: ITIL, ServiceNow, BMC Remedy, Jira Reporting & Dashboards: Excel, ServiceNow Automation & Improvement: Microsoft Power Automate Monitoring Tools: UC4, xgears, Grafana, Splunk, Kibana, Open Ingest Leadership & Training: Conducting knowledge transfer sessions, engaging in leadership activities Incident Management: Problem and major incident management, driving Post Incident Review (PIR) calls, Root Cause Analysis (RCA) calls Client Interaction: Managing client-facing projects Experience Highlights: Service Operations: Improved service operations using Microsoft Power Automate.Engaging in Corrective and Preventive actions to minimize future recurring incidents impacting business. Monitoring & Reporting: Worked with various monitoring tools and created detailed reports and dashboards. Leadership: Provided knowledge transfer sessions and engaged in leadership activities. Incident Management: Managed problem and major incidents, conducted PIR and RCA calls. Client Projects: Successfully handled client-facing projects, ensuring high levels of service delivery.