● Leading project that contributes to reduce business downtime.● Managing vendors from multiple geographies to develop IT infrastructure monitoring capability in house.● Hosting periodical connects with multiple internal divisions to propose feasible plans and get their alignment.● Accountable for managing investment budget and sending periodical reports to leadership team in collaboration with PMO.● Accountable for driving continuous improvement to achieve operational excellence target.● Utilizing Azure DevOps for efficient project delivery to implement Agile methodologies and streamlining processes.● Facilitate the scrum process, including sprint planning, daily stand-ups, sprint reviews, and retrospectives.● Grow stakeholder relationship with multiple service providers to achieve organizational goal.● Supervise vendors, monitor their KPI and ensure their involvement throughout the project delivery cycle.● Led and successfully deployed an automation project that enabled non managed visitor's device access to Shell's network globally.

● Request ITSM process manager for Shell's Global Network Operations covering 800+ sites.Accountable to ensure ITSM process appearance in ServiceNow in daily operations.● Ensured enterprise level SLA and MTTR adherence in collaboration with operations managers.● Managed 50+ network and monitoring request catalogue. Ensured the request form and the backend workflow is rightly configured for smooth service delivery.● Was a key stakeholder for setting up contractual performance reports from scratch for multiple vendors.● Accountable for monthly vendor contractual SLA and KPI review with internal stakeholders and partners.● Played a key role to develop work instruction for L1 & L2 support, escalation matrix from the scratch during enterprise transition from incumbent supplier to Shell in house.● Led the development of reports and dashboard in ServiceNow and power BI for day-to-day operations and leadership reporting

Authoring, editing, content maintenance and publishing technical documents like Release Notes, online help/webhelp, user guide, installation guide, admin guide, API guide, quick reference guide and deployment guide.Gathering information from various sources such as, development team, testing team, product management team to write clear, concise and easy to understand content.Resolving documentation bugs and documenting new features from user stories in Rally.Work in Agile development environment.Work with the UI/UX team to write UI text, UI error/warning messages.Update Cisco wiki for the feature changes.Test documents with the software to ensure all documents are technically accurate.Preparing Online Help for localization/translation and regular follow ups with the localization/translation team till successful delivery.Value add to the organization (Addition responsibilities):I am part of Wipro Technical Publication pre-sales team and work closely with TechPub pre-sales head to bring more business for Wipro. Write sales/marketing collaterals, brochure and mailers. I am also an active member of the organizing committee to organize and manage yearly/half yearly events.Research on recent trends of technical publication technology and develop embedded help systems for customers.

Creation, Revision, modification of end user manual, installation manual, training manuals and On-line help.Gathering information from various sources like, Subject Matter Expert, development team, testing team, and end user to write clear, concise and easy to understandable contents.Planning and preparing estimation for different types of documentation projects.Developing Webhelp document.Planning and designing documents according to the targeted audience.Analyzing the documentation requirement at the early stage of a project and documenting them properly.Preparing video based tutorial for the software user interface training. Helping R&D team in designing research documents.Being a part of the Training and R&D team, I used to provide training to the fresher or newcomer on the documentation process followed internally and externally. Documents: User Manual, Training Manual, Installation Manual and SRS document.

Creation, Revision, modification of owner manual and installation manual.Writing and editing the technical and non-technical reports for the product.Editing video and audio for the Interactive Technical Manual.Maintaining records and files of work and revisions.Preparing presentations for knowledge sharing sessions & training team on specs and standards for Technical Publications.Project management, Preparation of Project estimation and quality review of deliverables.

Documentation work of the following aircrafts in Air India (Mumbai). Boeing 777-200/300 LR & ER, Boeing 747-400 & Airbus 310-300.Helping the engineers in quality control department in modifying various documents (Aircraft Maintenance Manual, Component Maintenance Manual, Engine Overhaul Manual, Wiring Diagram Manual and Service Bulletins)