• Designed and implemented major IT processes such as the first-ever organization-wide Change Management process and the Service Transition process for new applications• Owns, enforces and manages the Change Management process across all areas of MDIT to ensure that IT changes provide business value and do not negatively impact current operations• Leads the Change Advisory Board (CAB) meeting to ensure that changes are effectively reviewed and assessed cross-functionally before being… Show more • Designed and implemented major IT processes such as the first-ever organization-wide Change Management process and the Service Transition process for new applications• Owns, enforces and manages the Change Management process across all areas of MDIT to ensure that IT changes provide business value and do not negatively impact current operations• Leads the Change Advisory Board (CAB) meeting to ensure that changes are effectively reviewed and assessed cross-functionally before being authorized for deployment• Oversees various IT projects to ensure proper Service Transition of new applications into normal Service Operations• Works closely with Application Managers and Project Managers in order to meet operational requirements and project deliverables• Spearheads releases for the company’s Enterprise Resource Planning (ERP) application and leads resources from various teams and vendors towards ensuring the quality and timeliness of these releases• Identifies and addresses improvement areas as part of Continual Service Improvement (CSI)• Works collaboratively with other Process Managers to improve overall IT service quality as part of Global Service Excellence Show less

Acts as primary contact for governance, policies and management of the Change and Problem Management processes.Change Management:• Acts as final approval of Requests for Change (RFCs) for customer’s R&D business units • Enforces the processes that ensure only authorized changes are implemented, by providing the necessary information to management• Ensures management and customers are sufficiently informed as to schedule, impact and cost of changes • Ensures that the… Show more Acts as primary contact for governance, policies and management of the Change and Problem Management processes.Change Management:• Acts as final approval of Requests for Change (RFCs) for customer’s R&D business units • Enforces the processes that ensure only authorized changes are implemented, by providing the necessary information to management• Ensures management and customers are sufficiently informed as to schedule, impact and cost of changes • Ensures that the Change Advisory Board (CAB) is authoritative and effective• Identifies and addresses improvement areas as part of Continual Service Improvement (CSI) Problem Management:• Drives proper identification, classification and resolution of Problems for customer’s R&D business units• Ensures overall effectiveness of the Problem Management process to decrease recurrence of incidents and improve overall service quality• Works with service providers to ensure that Problems receive proper attention based on the needs of the business• Identifies and addresses improvement areas as part of Continual Service Improvement (CSI) Show less

Acts as primary contact for governance, policies and management for the Incident Management process.• Drove proper identification, classification and resolution of Incidents for customer’s digital asset management platform to increase overall service quality• Coordinated closely with multi-vendor support teams to deliver Incident resolution as per the aligned service levels

• Led and managed a team towards achieving the project’s goals and delivering the customer’s desired results• Ensured smooth and effective transition of new or changed services to Service Operations with proper support for end users and no negative impact to production• Worked closely with support teams and other application stakeholders to provide them with the necessary knowledge and resources to support changes in production

Oversaw and managed the organization's various communication channels to ensure the members' awareness of different projects and events.

Spearheaded various initiatives to ensure the effective involvement, formation, and training of the organization's 300+ members.

Developed mobile applications for the company's feature phones as an intern.