At Accenture, I work on IT Service Management for Wella UK, managing change through the full lifecycle and coordinating CAB and Pre-CAB meetings. I monitor release schedules and use change validation checks to support compliant, timely deployments.
I lead and publish root cause analyses for recurring issues and major incidents. By implementing preventive actions, I reduced recurring issues by 30% and helped reduce escalated incidents by 25%.
I manage critical incidents and publish Major Incident Reports with analysis and improvement actions. Enhancements to major incident protocols and coordination between technical teams cut average response time by 15%.
I also develop and maintain knowledge articles, SOPs, and dashboards in ServiceNow and Power BI. My background includes an MBA in Financial Management and certifications in ServiceNow administration and ITIL 4.
