May 2009 – Dec 2015 · 6 yrs 7 mos · Noida Area, India

• Setting & Driving KRAs and KPIs for the team.
• Charing the CAB (Change Advisory Board) meetings.
• Ensure Change Management processes and policies are adhered.
• Generating CAB Reports and Change Management compliance measurement related reports.
• Reviewing/approving Emergency, Major and Significant RFCs.
• Identifying systems/applications under Financial and Release control and setting up their
• controls.
• Providing IT Change Management training and related access to it.
• Managing IT Change Management SharePoint, Blogs and Wiki.
• Motivating team members to perform at their best.
• Drive low AHT, high SLA, and good FPOC.
• Attend service review meetings with service owners and discuss OLAs & scope of new work.
• Review Daily/Weekly/Monthly/Quarterly SLA reports and sharing the reports with higher
• management
• Taking care of training needs of the team.
• Collaboration with various process heads to sort out the tiffs between the teams.
• Identifying loose area in operations and driving the fix.
• Setting up Improvement plans and Standardization of the process and procedures across
• various IT teams.
• Do capacity analysis for the team to drive roster.
• Facilitate Internal & External audits (SOX, PCI, etc.)
• Achievements:-
• Thumbs Up appreciation from CIO of Adobe.
• Initiated the below processes in IT Change Management space in Adobe.
•  Emergency RFC review Process.
•  Weekend Change Disposition Process.

Mar 2007 – Apr 2009 · 2 yrs 1 mo · Noida Area, India

• Looked after a team of 21 people with a workflow of 10000+ tickets per month through phone and email support, Work in a 24*7 environment.
• Following were my primary responsibilities:-
•  Managing Incident Queue and generating reports related to it.
•  Perform the Queue Handover process.
•  Organizing Team Meetings with other IT Teams.
•  Providing training and support to new team members.
•  Skills in conducting various training sessions for project.
•  Monitoring the overall functioning of processes, identifying improvement areas and
• implementing adequate measures to maximize client’s satisfaction level.
•  Sending Technical and Process updates to the team
•  Managing the shift in the absence of Leads.

Apr 2006 – Mar 2007 · 11 mos · India

• Following were my primary responsibilities:-
•  Providing technical support to the various products of Linksys like wired and wireless routers,
• printer servers, wireless cameras, switches, wireless adaptors and other products.
•  Configuring Linksys devices according to the users requirements.
•  Handling technical queries and building customer relations through inbound calls.
•  Interacting with US Customers, solving Customer queries.
•  Resolving Customers issues related to the product.
•  Managing and updating Customer & Client database.
•  Providing training and support to new team members.
•  Rapport building and fulfilling the expectations of the customers.
•  Developing and maintaining good interpersonal relationship.