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ITSM Consultant with 12 years of experience in IT Service Management, specializing in Change Management, Major Incident Management, Incident Management, and Problem Management. Extensive experience supporting large-scale enterprise environments and critical business services for clients including Ministry of Education Saudi Arabia and PepsiCo through Tata Consultancy Services. Proven expertise in leading end-to-end ITIL processes, managing high-priority incidents, coordinating major incident bridges, conducting root cause analysis, facilitating CAB meetings, assessing change risks, and ensuring successful implementation of production changes. Skilled in stakeholder management, service governance, SLA compliance, operational reporting, and driving continuous service improvement initiatives. Adept at collaborating with technical, business, and vendor teams to maintain service availability, reduce business impact, and enhance operational efficiency across complex IT environments. Core Competencies ITIL Service Management Change Management Major Incident Management Incident Management Problem Management Service Request Management CAB Coordination & Change Governance Root Cause Analysis (RCA) Risk Assessment & Impact Analysis ServiceNow SLA & KPI Management IT Operations & Service Delivery Production Support Stakeholder & Vendor Management Continuous Service Improvement (CSI) Team Coordination & Leadership Process Optimization & Governance