Successfully onboarded Allianz Operating Entities across multiple regions to the centralized M365 compliance module, ensuring adherence to regulatory standards.Delivered comprehensive training and onboarding for entities into central O365 services, including SharePoint, aligning with Allianz’s data governance policies and improving operational efficiency.Spearheaded the role of Scrum Master in a technical squad, effectively removing impediments and driving the team to consistently achieve sprint goals, resulting in improved project timelines and deliverables.Actively engaged in cross-functional Scrum Master meetings, sharing best practices and optimizing team performance, contributing to enhanced collaboration and continuous improvement across teams.

Led the successful transition of the Service Management process from the incumbent vendor to the Mutualised Cloud Factory, for a prominent French automotive manufacturer, ensuring a seamless and efficient handover.Redesigned key ITIL processes, including Incident, Problem, and Change Management, to enhance service delivery and operational efficiency.Trained delivery stakeholders on Service Management processes, ensuring comprehensive understanding and effective implementation across the engagement.Collaborated with an Agile Coach to implement Scrum methodology in application development and maintenance, leading to increased productivity and streamlined workflows.Developed comprehensive process flows, procedure documents, guideline materials, training presentations, and templates to support the newly designed processes.Partnered closely with the Tools team to integrate reengineered processes within the service management workflow tool, ensuring a smooth transition and optimal tool functionality.Managed the migration of cloud infrastructure, overseeing all aspects of the process to ensure minimal disruption and alignment with organizational goals.Coordinated and chaired the Change Advisory Board (CAB), facilitating decision-making and governance for all change management activities.Actively participated in Scrum retrospective meetings, contributing to continuous improvement initiatives and team performance enhancements.Regularly tracked, reviewed, and reported on ticket progress, ensuring adherence to SLAs and KPIs to maintain high standards of service quality.

Established a robust, industrialized Change Management process for a leading Indian bank, significantly improving change governance and reducing operational risks.Recommended and implemented key improvements in Incident and Problem Management processes, enhancing response times and reducing issue resolution durations.Led continuous process improvement initiatives, regularly identifying and proposing enhancements to optimize service delivery and operational efficiency.Reviewed and consolidated Service Level requirements, playing a critical role in drafting and finalizing SLAs that aligned with the bank’s business objectives and compliance needs.Developed comprehensive documentation for SLA/KPI understanding, ensuring all stakeholders were aligned on expectations and performance metrics.

Reviewed and balanced all changes within the IBM infrastructure, ensuring alignment between service availability and the business requirements of multiple global enterprises.Initiated and facilitated Senior Management meetings to review and endorse Major Requests for Change (RFCs), ensuring strategic alignment with organizational goals.Authorized Normal and Standard Changes, upholding rigorous standards to ensure smooth and uninterrupted operations across the IBM infrastructure.Conducted Post Implementation Reviews with change implementers, verifying that objectives were achieved and capturing lessons learned for continuous improvement.Issued and maintained the Forward Schedule of Change (FSC), providing a clear and accurate roadmap of upcoming changes to stakeholders and ensuring minimal disruption to services.

Facilitated the transition of Change Management processes from onshore to an offshore delivery center, playing a pivotal role in supporting the global Data Centre consolidation and Global Network projects.Ensured the successful delivery and adherence to Change Management procedures and methodologies, critical to the seamless execution of these global initiatives.Scheduled, organized, and chaired Change Advisory Board (CAB) meetings, ensuring effective governance and alignment of changes with the strategic objectives of the consolidation and network projects.Trained and mentored new team members, ensuring they were equipped to manage changes effectively in support of the global initiatives.Ensured all implemented changes were thoroughly reviewed and properly closed, maintaining high standards of accountability and documentation throughout the global projects.Produced regular and accurate reports, including weekly, monthly, and management-level summaries, providing critical insights into the progress and impact of the Change Management activities related to the global initiatives.Served as the primary Change Management point of contact for AMOS Central and external vendors, ensuring clear communication and alignment on all change-related matters within the global projects.Actively maintained and developed required competencies as outlined in the Technical Development Framework, ensuring continuous professional growth and alignment with the needs of the global projects.

Managed day-to-day operations and events from the monitoring system, adhering to ITIL process flows to ensure efficient incident response and system performance.Provided first-level support for incidents across network and server environments, including Linux, AIX, Windows, and Solaris systems, serving critical infrastructure in Europe and the APAC region.Performed troubleshooting and resolution of issues on network devices and servers, minimizing downtime and ensuring operational continuity.Handled configuration tasks such as managing Volume Groups and Logical Volumes using Logical Volume Manager (LVM) commands to accommodate file system growth on Linux servers.Installed and maintained software packages and patches, ensuring that systems were up-to-date and secure.Configured and managed kdump for server crash analysis, contributing to faster resolution of critical system failures.Executed backup tasks using TSM (Tivoli Storage Manager), including online/offline backups, database backups, and archive backups, ensuring data integrity and availability.Administered and maintained enterprise websites dependent on middleware technologies, including JBoss/WebSphere application servers and Apache web servers, ensuring reliable and secure web service operations.

Provided daily technical support for desktop systems, data networks, and server management, ensuring smooth and efficient operations across the organization.Set up desktop computers and peripherals, conducting thorough testing of network connections to ensure reliable access and connectivity.Installed and configured desktop software applications and internet browsers, ensuring compatibility and optimal performance.Managed network connections, facilitating seamless communication between computers within the organization.Maintained and troubleshot computer peripheral devices, such as printers, resolving issues promptly to minimize downtime.Interacted directly with staff to diagnose and resolve desktop-related issues, providing effective solutions and ensuring user satisfaction.