Technically minded and analytical professional with extensive experience in application support, service delivery management, service improvement, customer experience, customer success, expertise in defining business requirements, problem resolving, major incident escalation with focus on Service Excellence. Solid history of innovation and success in providing core IT infrastructure services, leading smooth and seamless transition into production, identifying areas for process and performance improvement, and managing production systems. Adept at administering and delivering technical projects on time and within budget using by using ITIL, CSI, and SIP methodologies. In-depth knowledge and operational understanding of front and back-office requirements, IT infrastructure, release management disciplines, and life assurance and pensions products. Expertise in defining business requirements, designing innovative business solutions, resolving application and infrastructure incidents and issues, and overseeing all stages of system development lifecycle.