Aishwarya Nadar

ITIL V4 Certified Change Management professional with 7+ years of experience managing IT infrastructure and application changes across the end-to-end Change Management lifecycle. Experienced in change assessment, risk and impact analysis, approvals, scheduling, implementation, validation, closure and governance. Strong expertise in ServiceNow, Standard/Normal/Emergency Changes, CAB/ECAB coordination, Change Calendar, FSoC, PIR and Change KPI reporting.

Experienced in reviewing business impact, risks, dependencies, conflicts, implementation readiness and rollback plans to ensure controlled change implementation. Skilled in collaborating with technical teams, business stakeholders, change owners and governance teams to ensure process compliance and minimize service disruption. Strong analytical, stakeholder management, communication and problem-solving skills with a focus on service stability, risk reduction and continuous improvement.

Change Manager - T-SYSTEMS

(2024-09)

Manage end-to-end Change Management for IT infrastructure and application services, ensuring changes were assessed, approved, scheduled, implemented and closed in accordance with ITSM processes.

• Manage day-to-day Change Management activities in ServiceNow, ensuring Change Requests (RFCs) were accurately documented, categorized and progressed through the required lifecycle.
• Performed risk and impact assessment, identifying business impact, dependencies, implementation risks and mitigation actions to ensure changes were appropriately assessed before implementation.
• Reviewed and authorized Change Requests and ensured required approvals, implementation plans, validation plans and rollback plans were in place.
• Chaired Change Advisory Board (CAB) meetings, coordinating with key stakeholders to review planned changes, risks, conflicts, dependencies and implementation readiness.
• Chaired Emergency Change Advisory Board (ECAB) discussions for Emergency Changes, ensuring appropriate classification, justification, risk assessment and approvals were completed.
• Conducted Post Implementation Reviews (PIRs) to validate change success, process compliance and lessons learned; performed root cause analysis for failed changes and drove corrective actions.
• Prepared and maintained the Forward Schedule of Change (FSoC) and Change Calendar, providing visibility of planned, ongoing and completed changes.
• Prepared Change Management reports and service KPI metrics, monitoring process performance, compliance and change outcomes.
• Developed and implemented Standard Change models/categories and standardized change-handling procedures, improving consistency and efficiency in Change Management.
• Identified and implemented process, tool and operational improvements to minimize service disruption and improve Change Management effectiveness.

Change Manager - AM Infoweb

(2023-06 - 2024-03)

• Reviewed and evaluated change requests based on impact, urgency, risk and business requirements.
• Ensured change requests were accurately logged, documented and tracked through the appropriate systems.
• Reviewed changes for compliance with organizational policies, standards and established Change Management procedures.
• Coordinated with relevant stakeholders to support timely processing and approval of change requests.
• Maintained accurate change records, approvals and implementation documentation throughout the change lifecycle.

Change Manager - EXL

(2021-05 - 2022-07)

• Managed change requests throughout the entire change lifecycle, from initiation through closure.
• Handled day-to-day Change Management activities, ensuring change requests were accurately logged, reviewed and authorized.
• Ensured all aspects of change requests were thoroughly assessed and documented in accordance with organizational standards.
• Documented and communicated decisions made during CAB meetings to relevant stakeholders and technical teams.
• Facilitated discussions between technical and business stakeholders to evaluate change risks and business impacts.
• Supported Change Management training and communication initiatives to promote process awareness and compliance.
• Ensured adherence to ITIL Change Management processes, best practices and organizational policies.

Change & Incident Manager - ARKIN INFO SERVICES PVT LTD

(2018-01 - 2021-04)

Change Management Responsibilities

• Raising and coordinating changes for WINTEL, Database, and Application teams, ensuring adherence to established Change Management processes.
• Planning, coordinating, and scheduling change activities to ensure timely execution and minimal service disruption.
• Supporting impact and risk assessments to evaluate potential business and technical risks associated with proposed changes.
• Facilitating the Change Advisory Board (CAB) approval process by preparing change documentation, coordinating reviews, and obtaining required authorizations.
• Guiding change records through appropriate review and approval workflows to ensure timely progress and compliance.
• Communicating change schedules, scope, implementation plans, and potential impacts to relevant stakeholders.
• Maintaining accurate change records, including approvals, implementation details, and post-implementation reviews.
• Attending CAB meetings, documenting discussions and decisions, and sharing relevant information with participating teams.
• Conducting post-implementation reviews to assess change success, identify issues, and capture lessons learned for continuous improvement.
• Generating change management reports and monitoring process effectiveness, compliance, and improvement opportunities.
• Assessing incoming incidents, determining severity, and prioritizing them based on business impact and urgency.
• Coordinating with technical teams and relevant stakeholders to support timely incident resolution and service restoration.
• Acting as a point of contact for stakeholders during incidents, providing clear and timely updates on status, impact, and expected resolution.
• Ensuring appropriate resources and technical teams are engaged to resolve incidents effectively.
• Escalating major or complex incidents to management and specialized support teams when required.
• Maintaining accurate incident records, including incident details, actions taken, root cause information, and resolution outcomes.
• Supporting post-incident reviews to evaluate response effectiveness, identify lessons learned, and recommend preventive measures.
• Monitoring incident management activities to identify recurring issues and opportunities for process improvement.
• Ensuring incident management activities align with organizational policies, ITIL practices, and established service management procedures.
• Preparing incident reports and trend analysis for management review.

BCA - Christ College, Savitribai Phule Pune University