Arjit Verma Email and Phone Number

Project Management – Leading Storage Migration Project with Xerox and migrating their 1000 servers spread across 2 Datacenters. Accountable for Project Scheduling, tracking risks, issues, action items and taking decisions that help project achieve milestones. Work with the Change Management team to assess Change controls for data replication/movement. Validate with Backup/DR and Patching teams during preparatory phase. Work with the server teams to ensure they have relevant access. Actively participate in cutover activities and coordinate with all stakeholders to ensure smooth sequences. Present weekly status reports to the customer and share regular updates with management.Handled Service Management Transition for different customers. Presenting Service Catalog with the latest offerings at client workshops. Documenting changes as per their recommendation and facilitating similar enhancements. Setting up weekly status meetings and reviewing Problem & Knowledge Management aspects to ensure a smooth transition prior to the Go-Live date.Possess High level understanding of the different stages in a Business Proposal Life Cycle, knowledge of key concepts like RFPs, RFIs, RFQs and RFS and also familiar with the Best And Final Offer (BAFO) for Honda while handling its transition.Service Management - Integrating ITIL processes like Major Incident, Problem & Knowledge Management and collaborating with the SDM in terms of setting up methodical guidelines for inception of these services towards value addition.As a Process Owner, managing end to end Problem Management for leveraged US accounts. Driving Root Cause Analysis for technical issues & identifying problem solutions with appropriate future corrective actions. Standardizing the existent ITIL setup and integrating it with the new recommended practices in accordance with the overall Service Management strategy.

Lead a core process team of Problem & Knowledge Managers & drive the ITIL process as per agreed guidelines set with the customer leading to enhanced user satisfaction. Dealt into Proactive and Reactive Problem Management for multiple accounts as a part of the leveraged model approach. Initiating Kick-Off calls with the stakeholders, Use the Five-WHY technique to identify the root cause. Share the standard Global RCA Template with the client.Responsible for Operational Delivery of Problem Management Global Standard Servicesby adhering to the Problem Management Lifecycle,Reviewed and Identified Problems from Incident Tickets working with Incident Manager.Assess Problem with Technical Subject Matter Expert, Monitor Problem against in-scope services. Analyze Heat maps, look out for top talkers, conduct sessions with stakeholders and broadcast success stories.Accountable for validating solutions, updating Problem Tickets, reviewing and publishing corrective PM Report. Updating KEDB and following up with KM team to keep the Knowledge Management Database (KMDB) up to date.

Management of Incident, Change and Knowledge within the operational process to provide a strategic direction across the delivery of the multi-sourced services through Service Now Ticketing tool.Managing High and Critical incidents to ensure timely completion within defined SLA. Accountable for sending timely updates to all key stakeholders related to all Critical Incidents.Track Incidents, Categorize them on the basis of Priority Table among other Incident metrics and providing the direction and communication needed to resolve the incident quickly and efficiently as possibleAccountable for Managing the Change Management life cycle. Facilitating Change Advisory Meetings (CAB & ECAB’s) with technical support teams, vendors and customers to ensure smooth change transition between Application Support/Operation Center teams.Working with the Reporting team to scheduled desired Change tracker reports to identify the focus area to ensure SLA’s are met on a monthly basis.Develop a change management strategy based on a situation awareness of the details of the change and the groups being impacted by the change.Create and manage measurement systems to track adoption, utilization and proficiency of individual changes.Accountable for Escalation & Feedback Management as process for designing, monitoring and improvements. End to End responsible for integrating the process with other relevant ITIL processes