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Responsible for product vision and strategy of Telephony and Chat services provided by the IBM IT Support Helpdesk. Managing the product service roadmap to meet global requirements. Collaborating with cross functional teams to manage backlog, prioritize development and translating requirements into solutions for IT Support. Having a product sunset strategy in IT Support to align with IBM’s vision. Ensured the product was compliant to IBM’s security and global privacy requirements. Played a key… Show more Responsible for product vision and strategy of Telephony and Chat services provided by the IBM IT Support Helpdesk. Managing the product service roadmap to meet global requirements. Collaborating with cross functional teams to manage backlog, prioritize development and translating requirements into solutions for IT Support. Having a product sunset strategy in IT Support to align with IBM’s vision. Ensured the product was compliant to IBM’s security and global privacy requirements. Played a key role during Kyndryl transition of IT Support teams.Managed tools and application development projects for IBM End User Services (Helpdesk, Deskside and Knowledge teams). Projects included working with various Architects, and infrastructure teams to manage the infrastructure requirements, Architectural changes/improvements, Problem analysis, Test environment with a Lab for testing multiple middleware, OS, and other software. Coordinated many projects in ensuring Helpdesk and Deskside support teams are ready to support End Users. Extensive experience in collaborating with vendors and IBM procurement teams. Show less

Responsible for managing deliverables of IBM's internal self-service portal. Collaborating with vendor teams and internal engineering teams for the development of this portal.

I managed the budget and forecasting for the Global IT Support sub-domain. It involved Spring and Fall Planning exercises, monthly variance reporting and tracking spend.

Support Readiness is the process to ensure the Global Support teams are ready to address issues reported by End Users and get them back to being Productive. I collaborated with Product Managers and gathered requirements around the type of support expected, self-help documentation needed, ticketing set up required and issue handling articles for the advisors.