In my current role as IT Manager at IQVIA, I lead support operations for enterprise applications serving global healthcare and pharmaceutical customers. I am responsible for managing support teams, driving operational excellence, overseeing customer escalations, ensuring SLA compliance, and collaborating with cross-functional stakeholders to deliver reliable and high-quality services.
Throughout my career, I have built extensive experience in application support management, incident resolution, problem management, resource planning, and service improvement initiatives. I have successfully led teams supporting Salesforce and Oracle-based applications in complex global environments, consistently focusing on customer satisfaction, operational efficiency, and business continuity.
My key strengths include:
• Over 20 years of enterprise application support experience.
• Leadership of global support and service delivery teams.
• Strong customer focus and executive stakeholder management.
• Incident, problem, and escalation management expertise.
• Experience driving SLA performance and operational excellence.
• Strong analytical, reporting, and decision-making capabilities.
• Proven ability to mentor, coach, and develop technical teams.
