Change Manager at WPP (2024-05 – 2026-06)
- Lead end-to-end ITIL v4 Change Management and Change Enablement for Cloud Hub (GTS) on Microsoft Azure, governing all Requests for Change (RFCs) across production and non-production environments.
- Chair and facilitate Change Advisory Board (CAB) and Emergency CAB (ECAB) sessions, preparing risk/impact assessments, rollback/backout plans, and executive-ready presentations for senior stakeholders.
- Own the Change Calendar, managing freeze periods and scheduling conflicts, and coordinate change execution and Post-Implementation Review (PIR) using ServiceNow and JIRA.
- Partner with Release and Configuration Management teams to validate CMDB accuracy and CI relationships; drive ServiceNow workflow automation and KPI dashboards on change success/failure rate and SLA/OLA adherence.
- Review and categorize RFCs against a defined risk matrix, ensuring adherence to change governance policy, segregation-of-duties controls, and internal audit requirements.
- Coordinate with cross-functional and vendor teams across the SIAM landscape to align change schedules during peak business periods, reducing scheduling conflicts and change-related escalations.
- Conduct post-implementation reviews (PIR) to capture lessons learned and drive continuous improvement in change enablement processes and CAB decision-making.
- Sustained a 95%+ change success rate and reduced change-related incidents by strengthening risk assessment rigor and CAB approval turnaround times.
Change Manager (Business Process Lead) at Tata Consultancy Services (2020-03 – 2024-05)
- Led change management across a multi-vendor SIAM environment, chairing CAB and Emergency CAB (ECAB) sessions and performing risk/impact assessments that reduced change-related service outages.
- Assessed, authorized, and prioritized change requests through detailed risk/impact assessments, coordinating with problem management to address root causes of repeat change-related incidents.
- Implemented standardized Change workflows within ServiceNow, improving RFC categorization, prioritization, and end-to-end change lifecycle visibility across the SIAM ecosystem.
- Tracked and reported change success/failure rate and SLA/OLA adherence for governance reviews, supporting ISO/IEC 20000 audit readiness for the change management process.
- Delivered monthly change governance reports and KPI dashboards to leadership, highlighting RFC volume trends, approval turnaround times, and success/failure rate performance.
- Strengthened risk/impact assessment rigor and CAB decision quality across the SIAM ecosystem, improving change success rate and cutting change-related repeat incidents.
- Coordinated change scheduling and freeze periods across multiple client accounts, aligning release windows with business-critical processing calendars to avoid disruption.
- Facilitated post-implementation reviews (PIR) and root-cause discussions for failed or unsuccessful changes, feeding improvement actions back into the CAB process.
Change Coordinator (Network Operations) at Accenture (2018-10 – 2019-12)
- Coordinated end-to-end change management compliance across Network Operations, enforcing change control standards for standard, normal, and emergency changes prior to CAB submission.
- Logged, categorized, and tracked Requests for Change (RFCs) in the ITSM toolset, ensuring accurate documentation and scheduling ahead of CAB review.
- Validated implementation, test, and back-out/rollback plans for proposed changes, reducing the risk of failed or unplanned changes.
- Prepared risk and impact summaries for standard and low-risk changes, and coordinated change scheduling with affected application and infrastructure teams.
- Participated in CAB meetings, presenting change risk assessments and coordinating approvals across network engineering, operations, and vendor teams.
- Maintained change documentation and audit trail within the ITSM toolset, supporting compliance reviews and continuous process improvement initiatives.
Technical Support Executive at Hinduja Global Solutions (2015-12 – 2018-09)
Promoted from Advisor – Technical Support & ITSM to Escalation Manager (SME) in recognition of strong technical and process expertise; acted as primary escalation point for complex technical and ITSM issues.
- Handled inbound and outbound service requests from enterprise clients, logging, categorizing, and routing requests within the ITSM toolset to ensure accurate SLA/OLA tracking.
- Logged and coordinated low-risk standard changes and service requests through the ITSM change process, ensuring accurate documentation prior to implementation.
- Made outbound follow-up calls to confirm resolution and close out service requests and low-risk standard changes in line with SLA targets.
- Documented recurring technical issues and escalation trends, contributing to knowledge base articles that helped reduce repeat contact volume.
- Collaborated with cross-functional technical teams to escalate and resolve complex incidents, supporting continuity of enterprise client services.
Associate RCM (AR) at Omega Healthcare Mgmt Services Pvt. Ltd. (2014-05 – 2015-06)
- Placed outbound calls to US insurance payers to follow up on outstanding and aged accounts receivable (AR) claims, checking claim status and expediting reimbursement.
- Reviewed denied and underpaid claims, identified denial reasons, and coordinated corrected claim resubmissions or appeals to resolve outstanding balances.
- Verified patient insurance eligibility and benefits, and updated billing systems with accurate payer, claim status, and call-outcome notes for each account worked.
- Analyzed aging AR reports to prioritize high-value and time-sensitive claims, meeting daily call and collection productivity targets.
- Collaborated with cross-functional billing and claims teams to resolve discrepancies and improve first-pass claim resolution rates.
- Maintained accurate process documentation and status notes, supporting audit tracking and consistent handoffs across the claims team.
