At Cognizant, I established the Major Incident Management framework for DAMAC Properties’ pilot project, defining processes, escalation matrices, communication plans, and governance standards.
I served as a liaison between DAMAC business stakeholders, executive leadership, service delivery teams, and technology partners. I also developed executive dashboards and presented operational performance reviews.
At Accenture, I managed incidents for the Microsoft Project, directing task forces for P1 and critical incidents and collaborating with engineers and stakeholders on resolutions and workarounds.
Earlier, at Infosys, I implemented technical process improvements using workflow automation and data analysis. My work has included IT service management, technical troubleshooting, and ITIL-compliant processes.
