About Me
5+ years of IT consulting experience in Tech, Banking and Pharma industries with focus areas of IT advisory, IT Service Management, Process Consulting, Project Management and Coordination.
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Database
Others
Development Tools
Web Development
Positions
Portfolio Projects
Company
• Service Management Office | Client: US based Tech Player SMO
Description
- Service Management Office | Client: US based Tech Player
SMO Offshore lead for managing B2B Service Management processes (Change and Problem Management) to improve service reliability and uptime. Conduct process benchmarking exercises and Cost Benefit analysis to support management with new releases. Analyse ServiceNOW data and various metrics to create and monitor performance baselines. Identify and execute action plans to improve process capability and improve service reliability and availability. Achieved tangible improvement in KPIs (-25% incidents by CRs, -8% emergency CRs)
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Service now MS OfficeTools
ConflunceCompany
• Service Management Transformation | Client: UK based Energy Player
Description
- Service Management Transformation | Client: UK based Energy Player
Defined the Service Operations (IM-PM) operating model for client’s upstream segment and defined key success metrics for change progress and process activities. Collaborated with internal process owners, leads and project teams to drive process improvement projects. Streamlined major Incidents handling and reduced repeat incident events by 18% and achieved 100?iled Changes Analysis by improving RCA quality and eliminated Systemic Failures by 7%
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Service now MS OfficeTools
Service nowCompany
• Process Transformation Program | Client: US based Financial Services Player
Description
Developed Business Architecture framework for core capabilities across client Acquisition, Servicing and Engagement. Managed functional requirements for customer on-boarding and engagement application landscape and outlined API specifications for Onboarding application.
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