Oct 2019 – Dec 2021 · 2 yrs 2 mos

• Transition and Transformation of Service Management Projects
• SLA assessments
• ITIL Service Management Audits
• ServiceNow Implementation Assistance
• Process Trainings
• ITSM assessments
• Process Improvements

Dec 2018 – Sep 2019 · 9 mos

Dec 2015 – Nov 2018 · 2 yrs 11 mos

• SIAM Lead Change Manager/Process Manager
• CAB process set up and Process Improvement
• Change Reporting through Service Now/remedy
• Identification of improvement measures and execution of improvement activities approved by Client (Governance Board) with regard to Client’s requirements
• Change Process alignment with Service Now and Dell/NTT Service Now tool
• Chair Global CAB call
• Post Implementation Review on Failed Changes
• Change Dispute and Escalation Handling
• Change Audits to ensure quality standards are met and mitigation of risk associated with high risk changes
• Controlling Unauthorized and Expedited change
• Process Training for new joiners and updates resulting from process improvement initiatives
• Continual Service Improvement
• Ensuring that documentation and standardized processes, methods, and toolkits are developed and used for efficient execution of the Service Operations aspects of the defined process.
• Liaison with senior management in terms of Change Management Transition planning and reporting.
• Have done Change and Problem management Implementation of projects from US and UK
• Have successfully Implemented Change and Problem Management process for Travel and Insurance Company.
• Provide leadership and support to associates working on the project situated locally or virtually.
• Interface extensively with the client and onshore business unit project and leadership teams to facilitate overall integration and to build an effective partnership.
• Functioning as Process Manager for accounts / projects related to change, incident & problem management.
• Coordinating with the clients to understand their requirements with regards to deliverables of change, incident & problem management process.
• Setting up and maintaining Governance Board, escalation matrix, managing resources, building dynamic teams and developing process documents.
• Led the CAB meeting and followed the process for the changes to be implemented.

Jun 2013 – Dec 2015 · 2 yrs 6 mos · NOIDA

• Role - Off shore SIAM Lead and SIAM Change Manager
• Responsibilities as Off Shore Service Integration Lead
•  Assumption of ownership (on behalf of Bombardier) of all ITSM processes
•  Alignment of processes and Bombardier’s ITSM Tool
•  Continuous monitoring of the end-to-end SLA delivery of all services related to IS Services across all such IS Services suppliers(Other IT co eg TCS ,Infosys etc.
•  Instant intervention if SLAs are endangered of being breached
•  Coordination of all IS Services suppliers (including HCL) to continuously improve service delivery;
•  Consolidation of reports of other IT Vendors
•  Identification of improvement measures and execution of improvement activities approved by Bombardier with regard to Bombardier’s requirements
•  SIAM OJT Trainings
•  Managing a team of 8 Service Management resources for HCL

Jan 2012 – May 2013 · 1 yr 4 mos

•  I am responsible for the tasks and activities of the Service Management staff in the process assigned to me for ITIL deployment /improvement of service management.
•  I am responsible for team to support and deliver against expectations and goals agreed that support the ITSM team objectives.
•  Provide remote support for ITIL processes, their integration, automation and tooling.
•  I am responsible to ensures that quality reports are produced, distributed and utilized, including a process metrics dashboard.
•  I am providing training for IT service management process for Deployment as well as well improvement process.
•  I am working closely with decision makers from business units and Global Infrastructure and Operations organization to know the need of project in terms of reporting, process, procedures, documentation and trainings.
•  I am interfacing with various lines of business and IT (application, systems management, engineering, technical staff, etc.) in support of business requirements and objectives.
•  Integrating ITSM processes and tooling
•  ITIL v3 Foundation certified.
•  Strong written, verbal, negotiations and presentation skills.
•  Ability to effectively interface with technical and non-technical staff at all the levels of the organization.
•  Outstanding interpersonal skills and ability to establish strong relationships with all levels of the organization.
•  Strong problem solving and root cause analysis skills.
•  Effective at driving short-term actions that are consistent with long-term goals.
•  Excellent planning and organizations skills.
•  Ability to effectively prioritize and execute tasks in a dynamic and high-pressure environment.
•  Ability to manage stakeholder expectation
•  Focus on building best practices for various Service Management disciplines as well as drive continuous Service Improvement Programs within ITIL Service Management framework.
•  Committed to Quality Standards and continuous improvement.

May 2007 – Jan 2012 · 4 yrs 8 mos

•  Process documentation
•  Service Improvement programs on existing projects.
•  Process Training including the tools training.
•  ITIL Service Management Process implementation and improvement.
•  Process reports templates for new projects and improvement in existing projects.
•  Integration of ITSM process and tooling.
• SME Change Management
•  Review changes to insure Implementation, Test and Back out plans with appropriate levels are provided with every change.
•  Review change status on preliminary change scheduled.
•  Ensure that all changes submitted for review have required approvals.
•  Escalation and approval of emergency changes.
•  Perform CM overrides as required.
•  Reviews changes for next 7 day period by account, providing implementer name and description.
•  Monitor for CM process adherence.
•  Develop, maintain and distribute change control checklists which save users time and effort by defining requirements for changes, with lead times and contact points for each activity.
•  Preparing the different reports such as Monthly metrics, DSR, CCRB & other management related reports.
•  Within the role of Change Coordinator, assist with problem resolution as it relates to reporting status of changes, coordinating emergency change requests and facilitating the change process.

Oct 2003 – Mar 2004 · 5 mos · New Delhi Area, India

• I joined Wipro as a fresher. I supported 2 voice processes during my brief stay in Wipro.

Apr 2003 – May 2007 · 4 yrs 1 mo

• Senior Customer Care Executive
• Joined Equinox in April ’04 with an insurance process where my core job was to make sure that the insurance for the property were paid on time and to keep the a/c current and also to do the analysis on the insurance whenever it was due. Later I was promoted as a Loan Officer and was handling the loans that are in foreclosure. My responsibility with the designation was to collect data for the accounts that are in foreclosure and provide workout options in bringing the property into current status and minimizing the loss to the company.