1. Liase with all resolver groups to ensure root cause is identified swiftly along with permanent fix or workaround2. Presentation of RCA to key customer contact points to explain the issue in understandable language2. As Proactive problem manager, identifying lingering issues by observing trend and repeat issues3. Target Incident reduction and goals sets on 6-month basis which helps customer see the business value4. Track key metrics related to MTTR, High priority incidents and overall reduction

• Undertaking Major incident, Problem and Service catalogue management• Ensuring:• Smooth operations management in coordination with stakeholders• Bi-weekly and monthly status reports presentation to Senior management• Ensuring KPIs assigned in Service management scope are in green• Focus on timely resolution of issues to mitigate business impact• Assist Project manager in conducting interview, billing aspects for team, audit handling , SLA reporting and governance• Streamlined the project by getting involved right after transition and implementing defined processes

-Handling Change Management function for UK Based Insurance company-Review all changes to Infrastructure and Applications-Guidance and Advisory to operations and project associates -Ensure strict adherence to process-Drive CAB meetings and ensure complete control over Environment.-Driving Continual Service improvements around all related processes-Worked as a single point of contact in implementing changes for multiple locations -Achieved reduction in key KPIs such a Failed change, Schedule adherence to reduce outages and ultimately improved business confidence

• Worked as Quality Assurance Facilitator for the entire unit, conducted quarterly internal audits, external audits, for other projects as well• Performed quarterly project management reviews on parameters like customer & finance management • Identified gaps and suggested resolution• Shouldered the responsibility of Six Sigma Projects• Undertook job analysis, position-specific skill matrix design and competency-based fitment analysis• Designed & released templates and led risk management activities• Managed billing aspects of the team