Sham Kishore R

Associate Director IT Service Management - Quality & Governance @Novartis

Hyderabad, IN

Orchestrated the end-to-end Major Incident Management strategy for Application Technology and Infrastructure services, significantly reducing mean time to resolution (MTTR) through strategic process enhancements: Nurtured a high-performing team of Major Incident Managers by implementing targeted training programs, resulting an improvement in incident response efficiency and a decrease in escalations: Drove operational excellence by implementing best practices and innovative solutions, leading to an increase in overall IT Service Management efficiency and a commendable reduction in the frequency of major incidents: Forged collaborative partnerships with cross-functional teams, streamlining communication channels and achieving an improvement in incident resolution times during complex, cross-domain incidents: Prioritized customer satisfaction in Major Incident Management, resulting in a notable increase in end- user satisfaction scores and positive feedback for maintaining service quality during critical incidents.