May 2019 – Present · 7 yrs

Jun 2018 – May 2019 · 11 mos

May 2017 – Jun 2018 · 1 yr 1 mo · Gurugram, Haryana, India

• Key Responsibilities:
• Accountable for process governance in area of ITSM management for IS operations
• Worked on Service design and service transitioning implementation
• Trend analysis of changes based on priority and impact, increasing service up time by 30%.
• Creating and maintaining Operations dashboards (Incident, Problem and Change Management) for senior management.
• Accountable for the complete ITSM process: identification & recording, investigation & diagnosis, resolution & recovery, and closure of changes & incidents
• Lead the change freeze E2E process.
• Managing and updating Supplier SOWs and ensure suppliers are delivering work as agreed in SOW and as per SLA.
• Responsible to provide approvals for all the major infra changes and tools related changes
• Ensure appropriate policies, standards and metrics are deployed throughout the complete ITIL operations.
• Cross functional coordination to ensure there is an integrated approach to the design and implementation of change management.
• Drive continuous improvement of process, policies, and procedures across the enterprise – leading to removal of unexpected outages due to backdoor infra changes.
• Administer CAB meetings and ensure the Change Advisory Board (CAB) is run effectively and efficiently and has appropriate levels of engagement with all stakeholders.
• Spearheaded the project to predict major outages in upcoming quarter by gathering data of expected changes in infra.
• Participating in high level and monthly IS services review meeting
• Organizing process oriented trainings at global level
• Biweekly analysis of Major incidents & dependencies on changes (roll back)
• Key Achievements:
• Cost Saving –
•  30% saving in vendor cost by streamlining the change management.
•  Eliminated night shift from change management.
• Human effort Saving –
•  Automated report generation by configuring Remedy tool for data analysis, reducing 3 hours to task to 60 seconds.

Dec 2015 – May 2017 · 1 yr 5 mos · Gurugram, Haryana, India

• Key Responsibilities:
• Accountable for presenting the team during projects and technical planning meetings with the capability leads, ensuring interaction between PMO & delivery is complete
• Configuration Item’s provisioning and reconfiguration via Cloud console
• Working on quarterly activities such as Server Allocation reviews, Server & Storage forecasting, Password Mgmt.& Reviewing Accounts Etc.
• Conducting high level global training for core operations quarterly
• To work with tools architect and scrutinize minute areas of improvement.
• Release monthly audit report and data analysis of majorly used template/category of operations in terms of changes and incidents
• Monthly conciliation of saving reports of infrastructure
• Conduct sampling check for changes and remove inefficiencies/ clearing backlog.
• To do vendor recruitment for various activity requirements.
• Key Achievements:
• Cost Saving –
•  Auto Patching monthly lifecycle for cloud servers, both OS and Application injected
• Human Effort Saving –
•  Creation of repository for core operations
•  Creation and maintenance of vendor escalation matrix
• As a part of ITIL adherence and service transitioning, SLA / OLA have been successfully implemented on production environment.

Jan 2012 – Dec 2015 · 3 yrs 11 mos · Gurugram, Haryana, India

• Key Responsibilities:
• Initially accountable for taking care of incidents monitoring in NOC i.e. network operating centre
• Involvement/initializing bridges in Major Incidents as an MI Manager Participating in the writing of the Event Report and/or RCA.
• Coordinates and manages the Incident Management process activities across the global factory and with external suppliers to agreed global and local SLAs &Escalates risks and issues to the Incident Management Regional Process Owner.
• Key Responsible person for taking handover of NOC from old vendor effectively
• Acting change manager and thereby responsible for conducting internal pre-cabs and approving/rejecting changes based on discussions
• Schedule emergency CAB with client whenever required
• Maintain SLA doc for all the activities performed by the team, collect performance data, analyze and publish.
• Key Achievements:
• Organizing the playback sessions with old vendor following customer norms.
• Multi skill development in core operations activity within a short span of time.