Suzanne S

About Suzanne S

Accomplished IT Service Management professional with over 18+ years of experience across IT and Banking sectors. Proven expertise in optimizing IT operations, leading high-impact incident and problem management initiatives, and driving digital transformation through ServiceNow, Jira, AWS, and endpoint security tools. Adept at cross-functional collaboration, stakeholder communication, and compliance with global standards like ISO 27001 and PCI DSS. Recognized for reducing MTTR by 35%, cutting recurring incidents by 25%, and saving $3M through strategic transitions. Passionate about continuous improvement, data-driven decision-making, and delivering seamless service experiences.Have a vast exposure of working onsite in a large company, working in different cultural background teams. Possess excellent communication and presentation skills.

Experience

1. Senior Information Technology Service Management Consultant

   Wipro

   Sep 2023 — Present · Bengaluru, IN

   Acted as a primary point of contact for client service governance, delivering weekly and monthly service performance presentations to Booking.com stakeholders.Prepared and presented executive-level reports covering SLA compliance, incident trends, RCA, Service availability and improvement initiatives. Led service review meetings, addressing risks, escalations and action plans to improve service quality.Coordinated with internal operations, engineering and vendor teams to resolve service gaps and drive corrective actions.As a major incident manager, coordinated global teams during outages via Microsoft Teams and Slack War Rooms.Conducted post-incident reviews to identify root causes and prevent future occurrences, improving service reliability. Integrated RCA tracking in ServiceNow, achieving 100% compliance.As a change manager, facilitate CAB meetings, presenting change risk, risk analysis and implementation plans.

Education

• Bangalore University, Bengaluru

  Bachelor of Science - BS, PCM