Mar 2018 – Mar 2024 · 6 yrs · Gurgaon Area, India

• ☛Collaborate with clients and multiple business units to review and implement changes in the infrastructure
• ☛Host weekly E-CAB/CAB (Change Advisory Board) meetings for multiple regions to ensure the distribution of weekly and fortnightly changes for the moratorium and seek approval
• ☛Review certain change records such as highly critical/emergency changes and initiate appropriate action prior to release signoff
• ☛Produce and maintain reports of various change types such as weekend changes or post-implementation review, and share them with key stakeholders of the Change Advisory Board
• ☛Stage pre/post CAB/E-CAB meetings to examine the changes to approve or reject them
• ☛Partner with various technical teams and change coordinators to facilitate the smooth implementation of changes as per quality and within the service level timelines

Nov 2015 – Feb 2018 · 2 yrs 3 mos · Noida Area, India

• ☛Investigated, reviewed issues and solution options to provide temporary or permanent solutions
• ☛Scrutinized and approved analysis results, and performed in-depth validation of problem issues
• ☛Adhered to pre-defined verification criteria while approving results of corrective actions
• ☛Approved results of root cause analysis, and maintained comprehensive documentation of RCA and workarounds to the
• ☛issues
• ☛Consulted key stakeholders for the identification of solutions to various complex incidents
• ☛Monitored work queues for alarming trends and deviations from service levels and initiated remedial actions
• ☛Logged and prioritized incidents of varying severities for timely resolution using the ticketing system
• ☛Defined and executed the scope for trends analysis
• ☛Adopted best practices related to the Information Technology Infrastructure Library (ITIL) framework to manage and resolve incidents

Oct 2011 – Oct 2015 · 4 yrs · Noida Area, India

• ☛Coordinated and led the service restoration process across multiple businesses and IT functions by initiating the problem process for problems identified through the incident management process
• ☛Tracked low to high priority incidents across the entire problem lifecycle and drove them to closure in accordance with the service level agreements
• ☛Analyzed and reported incidents’ trend data to identify and eliminate root causes
• ☛Diagnosed faults to determine whether new incidents are related to known errors or existing problem records
• ☛Generated comprehensive statistics and reports with visual analysis to demonstrate the performance of the problem management process
• ☛Reviewed the efficacy of the Incident Management process to propose on-going improvements to key stakeholders
• ☛Interfaced with business and technology teams to understand, resolve application issues and outages to minimize the impact on the running of the business
• ☛Performed service level health checks and developed measures to improve and enhance the service levels
• ☛Prepared and presented various reports such as Dispatch, Aged Incidents & DSAT Analysis to key stakeholders for strategic decision-making
• ☛Oriented new hires on the Incident Management process and monitored their transition process

Dec 2009 – Aug 2011 · 1 yr 8 mos

• ☛Investigated and performed troubleshooting of desktop computers and various issues related to Microsoft operating systems, and networking issues of Windows XP / Vista / 7

Sep 2008 – Jun 2009 · 9 mos

• ☛Answered and resolved technical queries of the U.S client ((Hughes Network Systems) by analyzing and troubleshooting of home-based networks and modems