Change Manager - DXC Technologies
(2022-07)
Responsible for delivering and managing end to end operations delivery on Network Rail/ISOS/LONM project.
- Responsible for delivering and managing end to end operations delivery.
- Handling the TAB/CAB (part of Change management) meetings and reducing the impact of change on the business.
- Working closely with Suppliers, Change Management, Technical and Business groups to improve our maturity levels and adoption of new processes.
- Working with process consulting team to create a SOP document and Oversighting towards SIAM implementation.
- Knowledge of MS-Excel and experience of trends analysis & root cause analysis.
- Review, follow-up, and validation in change committees (TAB/CAB) in close connection with the department change managers.
- Manages the day-to-day service management and delivery of IT Change Management to all stakeholders, including the toolset(s) used through the Change Management process (ServiceNow & Remedy).
- Documents and maintains the Change Management policy, processes, and standards.
- Analyzes complex services, covering a diverse range of technologies and 3rd party suppliers, to ensure that proposed requests for changes (RFCs) are safe and fit for purpose and include documentation of change impacts, back-out plans, test plans, and resource requirements.
- Ensures break/fix changes are documented and implemented.
- Coordinates and chairs the Change Review Board meetings to discuss higher risk changes.
- Has authority to accept or reject changes and works to gain consensus when possible.
- Ensures that change policies and procedures are well defined, documented, reviewed, and applied across all stakeholder groups.
- Convenes an Emergency Change Review meeting or facilitates the processing of Emergency Changes, including post change follow up activities and documentation.
- Acts as the main point of contact for change requestors or change initiators to liaise during the entire Change Management process.
- Designs and implements standard change procedures for the distribution and installation of patches and other routine tasks.
- Manages the identification, definition and formalization of service requirements and measurements via SLAs, OLAs and other relevant metrics, including reports and dashboards.
- Collaborate proactively and closely with IT teams to convey the service vision, continuously monitor, refine, verify that the service fulfills that vision (as measured by customer value and business outcomes) and help the team to ensure service is continuously improved and matured.
- Manage and maintain a full-service life cycle perspective, and work to balance short-term achievements with long-term goals (such as minimizing technical debt while maximizing resiliency).
- Ensuring Customer Satisfaction levels with constant Continual improvements initiative to improve customer satisfaction.
- Creating awareness for driving the projects and process improvement strategy & methodology, ensuring maximum operational efficiency.
- Conducting process training to bridge the process gaps, identifying the learning gaps of associates, and planning training to address the same.
Incident/Problem Manager - Accenture Solutions Pvt Ltd.
(2016-06 - 2022-07)
Managed critical and major incidents for Microsoft contract project, responsible to predict and minimize business/customer impacting incidents for inherently complex applications and infrastructure.
- Joined as Critical/Major Incident Manager and responsible to predict and minimize business/customer impacting incidents for inherently complex applications and infrastructure.
- Manage all high-impacting outages 24x7 and incidents to resolution, provide up-to-the-minute communication, while driving all postmortem activities including Root Cause Analysis to completion.
- Ensuring to engage required stakeholders and technical teams and to initiate the MIM bridges to drive case to resolution.
- Providing point of contact for process related questions or issues and facilitates process related meetings.
- Facilitates Microsoft standard processes for ITIL core functions such as Major Incident Management.
- Make sure to raise a Problem record for the Re-occurring issues to find out the RCA.
- Go through the Change request that has been raised from the internal team and the customer, arrange the CAB meeting, and discuss about the changes and make sure the change is been approved before their change is implemented.
- Collaborating with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
- Presenting operational and service level reports, explaining service level support available to internal and external clients.
- To work closely with Service Delivery Managers to proactively monitor SLA performance and report on them accurately.
Technical support Engineer - Accenture
(2013-05 - 2016-05)
Provided technical support for Starwood project, acting as single point of contact for IT queries from end users.
- Act as a single point of contact for phone calls and emails from end users regarding IT queries.
- Documentation skills for processes and procedures with Good interpersonal, written, and verbal communication skills and ability to present ideas in user-friendly language.
- Understanding Customer Satisfaction and Dealing with Difficult Customer-Service Situations also Developing and Practicing Assertiveness in Customer Support.
- Understanding Computer Telephony Integration and Provide remote solutions to problems, probe problems and explain the solution in such a way that non-technical users understand.
- Hold a clear understanding of the process SLAs and ensure that they are met.
- Have a basic understanding of the second line SLAs, OLAs and the SLAs for teams.
- Cohesive team member and ensure that harmony is maintained while also ensuring that the company ethics are being adhered to.
- Strictly follow the standing instructions provided by the manager and complete them in a timely manner.
