Open to opportunities

Kosar M

@kosarm

Message

IT Service Manager at PwC, supporting enterprise IT services for 90,000+ users while maintaining 99% SLA compliance.

United States

Message

At PwC, I lead cross-functional technical support teams delivering enterprise IT services to more than 90,000 end users. I maintain 99% SLA compliance through proactive monitoring, service governance, and escalation management.

I drive ITIL-based incident, problem, and change management to improve service stability and reduce recurring issues. At The TJX Companies, I led IT support teams responsible for LMS and WMS operations and handled high-priority incident triage and root-cause analysis.

Experience

Work history, roles, and key accomplishments

Current

IT Service Manager

Current

PwC

Jan 2021 - Present (5 years 8 months)

Lead cross-functional technical support teams delivering enterprise IT services to over 90,000 end users. Drive ITIL-based incident, problem, and change management processes, maintaining 99% SLA compliance and coordinating releases and major incident responses.

ITIL V4 Incident Management Problem Management Change Management Service Delivery SLA Management KPI Management ServiceNow Root Cause Analysis Stakeholder Management Escalation Management performance reporting IT Operations Release Management Continuous Service Improvement (CSI)

IT Service Supervisor

The TJX Companies

Jan 2017 - Jan 2021 (4 years)

Led, trained, and coached cross-functional IT support teams for LMS and WMS operations. Managed triage and resolution of high-priority incidents, performed root cause analysis, and coordinated staffing schedules for 24x7 operations.