Ezaz Basha

I’m an ITIL-certified Service Delivery leader with over 19 years of experience in Application Support, IT Operations, and Service Delivery Management. I’ve built delivery excellence by driving SLA performance across multi-time-zone operations, partnering with client senior management, and aligning execution with P&L goals.

I consistently elevate support services through ITIL-aligned ITSM practices and data-driven operational governance—improving incident resolution times, enhancing CSAT, reducing ticket volumes, and increasing service availability with strict SLA adherence. I designed real-time performance dashboards and executive reporting frameworks to strengthen visibility into capacity planning, incident trends, operational KPIs, and overall service health.

As a hands-on leader, I take end-to-end accountability across Support, DevOps, Infrastructure, and Security teams. I lead incident command and major incident management, drive problem management and root-cause elimination, and institutionalize proactive monitoring and observability to prevent recurrence.

On complex transformations, I lead service transitions and onboarding for new applications and major programs, and I strengthen resilience through impact analysis for BCP/DR preparedness. I also govern Cloud IAM controls (RBAC, PAM, and access certifications) and collaborate with Enterprise Architecture, DevOps, and Cybersecurity teams to ensure operational readiness for cloud adoption and security compliance.