 Leading the change management activities within a structured process framework. Designing the strategic approach to managing change and support operations that fall within the domain of change management. Awarded by Client in QUALITY CONNECT SURVEY for outstanding performance and stabilizing account as per business requirement.  Evaluating the change impact and organizational readiness to limit potential risk. Checks RFCs submitted against acceptance criteria as set out in the IT Change Management policies and procedures. Support the change management function to ensure our key KPIs are met Supporting training and communication as part of change management. Activities may include designing or delivering specialized training resources to appropriate user base. Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness Prepares Internal CAB /Global CAB/Regional CAB agenda based on their assessment of the seriousness and priority of the RFC as set out in the Change Management process Maintaining the consistency, integrity and quality for all changes Focus on Gaps and Process improvements Liaising with Operation/Project Management teams to resolve process issues when they arise. Support the team with continuous service improvement (CSI) initiative Handling team of 10-15 people of Change Management Desk  Authorize minor change requests and coordinate with the Change Advisory Board for changes presenting higher risk. Conduct post-implementation reviews to assess the decisions and performance related to the change request.Key responsibilities: Charing CAB Calls/ Doing trend analysis/ Publishing Change Repots (Daily, Weekly & Monthly) /Maintaining Change SLA’s and KPI’s /Client escalation handling /Handling BCP events and ensuring SLA are metFirst point of contact for client for Change Management Module & SIP initiatives & New Projects

Worked as a Knowledge Management, Continual Service Improvement Lead with additional role of Transition Spoc from Service Management Team.Expertise in Knowledge Management, Service Now, Incident Management, Problem Management, change Management, Continual Service Improvement, cross functional team co-ordination and Infrastructure Service Management.Serving Notice Period in HCL Technologies and my last working day in HCL is in June Week 1.Knowledge Management:Handled transition of 4 Global accounts in setting up Knowledge Management module.Managing approx. 8000+ KB articles for 2 Global Accounts. Developing key knowledge-centered support processes, including integration with incident management and problem management processes.Make recommendations for new content development based on data and analytics such as user feedback ratings, search results feedback, views and case resolutions.Provide training to new hires to upskill them in processes and proceduresIncident Management/Major Incident Management : Driving the efficiency and effectiveness of the incident management processProducing management information, including KPIs and reportsManage high and low priority work with ease by addressing incidents based on impact and urgency. Route critical incidents automatically to specialist teams so they're handled without delay and with less impact on the business.Problem Management: Perform and analyze Incident Management reports to perform Problem Management reviews and RCAs Establish and manage process performance objectives and take responsibility for the end-to-end performance Establish strong working relationships with business Service Managers, Service owners and wider business stakeholders to drive service improvement Actively work to fine tune Problem Management Module in ServiceNow and test changes in development environment

Starred career aa Associate in Converygys but got promoted as focal point for managing Knowledge base , managing SLA of tickets, coordinating with stakeholders to get tickets resolved within SLA's, planning training for new hires.