Merlin Roy

• Led service transition activities, ensuring smooth handover between project and operations teams
• Managed SLA tracking dashboards and reported KPIs to senior management
• Facilitated Change Advisory Board (CAB) meetings and coordinated change implementations
• Handled major incident management, driving timely resolution and post-incident reviews

Oversawa end-to-end IT support and ITSM operations, ensuring consistent SLA compliance across enterprise
accounts
• Managed Incident, Problem, and Change Management processes aligned with ITIL framework
• Directed major incident response and escalation management, minimizing business impact
• Drove process optimization initiatives resulting in measurable improvements to service quality and efficiency
• Served as key point of contact for client stakeholders during critical incidents