Please read my profile below.
MOHAMED ADNAN MUNEEB(Immediate Joiner)
Senior IT Support Lead Application Support Specialist ITSM & Cloud Operations M365
Administration IT Service Delivery
+91 8148948358 [email protected]
PROFESSIONAL SUMMARY
Results-driven IT Team Lead and Application Support Specialist with 10+ years of experience across Sonata Software, Accenture, and
Nuance (Microsoft), delivering enterprise IT services at scale. Proven track record of leading support teams to achieve 98%+ SLA
compliance while managing end-to-end Incident, Problem, and Change Management within ITIL frameworks.
Reduced recurring incidents by 30% and improved MTTR by 25% through structured RCA and continuous improvement initiatives.
Adept at managing P1/P2 escalations, driving cross-functional collaboration, and aligning service delivery with business objectives.
Expertise in Microsoft 365, Azure AD, ServiceNow, and enterprise application support, focused on enhancing system reliability and user
experience.
CORE COMPETENCIES
IT Service Management (ITIL): Incident, Problem & Change Management, SLA/KPI Governance, Escalation Handling
Service Delivery & Operations:Team Leadership, P1/P2 Incident Management, MTTR Reduction, Continuous Improvement
Microsoft & Cloud Technologies:Microsoft 365, Azure AD, Intune, Exchange Online, Teams, SharePoint