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it service manager

  • Implemented process & technology solutions for enterprise wide heterogeneous IT environments to meet business requirements. These solutions included Incident, problem, Change, service level and performance management. 
  • Dynamically established Major Incident team of IT managers and technical experts, formulated to concentrate on the resolution of a Major Incident, offering Services 24/7 across the globe. 
  • Serving 3 Major Business Application (Barra, Risk & Index) with over 6,000 clients & 32 offices worldwide.Responsible for managing the life-cycle of all Problems with a primary objective to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented. 
  • As a Change Management Coordinator we are responsible for working with the Enterprise Change Management Process owner to provide input and receive feedback about Change Management, ensuring the Changes are handled correctly and any risk is minimized. 
  • Review weekly reports, provided by the Change Manager, running management call summarizing the number of changes executed during the previous week and planned for the current week. 
  • Monitoring and management of performance and availability of software applications, strive to detect and diagnose complex application performance problems to maintain an expected level of service. 
  • Other accomplishments include automation of tools for effective implementation of process & achieving process efficiency.