• Sprint Planning, Release Planning, Daily Stand-Ups, Stakeholder Demos and Sprint Retrospectives.• Empowered teams to self-organize and grow cross-functionality• Protect team from over-commitment, manage backlog, prioritize resolution of defects/bugs as evidenced by the on-time delivery• Accomplishes team results by communicating job expectations; planning, monitoring, and appraising job results.• Guided the teams and organization on how to use Agile/Scrum… Show more • Sprint Planning, Release Planning, Daily Stand-Ups, Stakeholder Demos and Sprint Retrospectives.• Empowered teams to self-organize and grow cross-functionality• Protect team from over-commitment, manage backlog, prioritize resolution of defects/bugs as evidenced by the on-time delivery• Accomplishes team results by communicating job expectations; planning, monitoring, and appraising job results.• Guided the teams and organization on how to use Agile/Scrum practices.• Assessed the Scrum Maturity of the teams and organizations and coach the team to higher levels of maturity, at a pace that is sustainable and comfortable for the teams and organization. • Note blockages and divergence and support and guide the team and PO (Product Owner) to solve these impediments.• Built a trusting and safe environment where problems can be raised without fear of blame, retribution, or being judged, with an emphasis on healing and problem-solving • Assisted with internal and external communication, improving transparency and information flow. • Support and educate the Product Owner, especially on grooming and maintaining the product backlog. • Provide all support to the team using a servant leadership style whenever possible and leading by example. • Facilitate reviews, retrospectives, scrum meetings and planning meetings. • Foster a culture of collaboration with other scrum masters, and building a network with other agile champions across the organization. Show less

• Planning change windows and the overall release lifecycle.• Managing risks that may affect change scope.• Communicate all key project plans, commitments, and changes including requirements to stakeholders.• Measure and monitor progress of changes and then verify evidences in support of those changes.• Manage relationships and coordinate projects between different teams.• Manage roles and their mappings in Global ServiceNow.• Keep a track of change volumes for… Show more • Planning change windows and the overall release lifecycle.• Managing risks that may affect change scope.• Communicate all key project plans, commitments, and changes including requirements to stakeholders.• Measure and monitor progress of changes and then verify evidences in support of those changes.• Manage relationships and coordinate projects between different teams.• Manage roles and their mappings in Global ServiceNow.• Keep a track of change volumes for Infrastructure Services.• Conduct Change Readiness reviews, Milestone Reviews, and Business Go/No-Go reviews.• Chair the CAB meetings to discuss release scope and/or roadblocks.• Validation and testing for Processes on quality level of tool configuration.• Negotiate, plan and manage all change activities.• Continually work towards making improvements in the change process.• Various reporting with regard to Change Management process.• Responsible for tracking of Change Related Incidents (CRI) and ensure that the root cause is performed by the relevant involved parties.• Responsible for reporting the CRI’s with senior management with clear Issue, Root Cause and Resolution.• Responsible for running small projects within the Change Management realm on a quarterly basis to ensure the Infrastructure is updated and secured. Show less

Manage ITIL support processes, Service level Management, Incident Management, Problem Management and Change Management.Driving the efficiency and effectiveness of the incident management processProducing management information, including KPIs and reportsMonitoring the effectiveness of incident management and making recommendations for improvementDeveloping and maintaining the incident management systemDriving, developing, managing and maintaining the major incident process… Show more Manage ITIL support processes, Service level Management, Incident Management, Problem Management and Change Management.Driving the efficiency and effectiveness of the incident management processProducing management information, including KPIs and reportsMonitoring the effectiveness of incident management and making recommendations for improvementDeveloping and maintaining the incident management systemDriving, developing, managing and maintaining the major incident process and associated proceduresReviewing and auditing the processEnsuring that all IT teams follow the incident management process for every incidentDelivering on service commitments.Acting as focal point for account knowledge, coordination, and communication between Service Delivery and Client, and between the matrixes Service Delivery teams.Own and deliver on Service Improvement plans to improve the quality of service.Experienced in driving end to end major Incident bridge calls and in Incident Management process.Coordinate resolution of critical/ high incidents and provide regular updates to management as per defined communication process.Act as first POC to Client Regional IT Managers for operational issues, escalations and critical updates.Developed & maintained good relationship through communication. Took ownership of escalated issues and provide regular updates to client/ users. Generated incident reports & ops issue trackers to improve team efficiency and effectiveness Experienced in managing virtual teams. Show less

 Wipro’s responsibility is to primary provide service delivery, technical and systems support to all the business application users. Account governance managing multiple teams with 30 resources on the various technical domains and ensuring the BCP. Implementation or Optimizing the IT dependencies through a detailed project plan with and key milestones based on coordination with all project stakeholders. Ensure that project objectives are met by monitoring and measuring progress… Show more  Wipro’s responsibility is to primary provide service delivery, technical and systems support to all the business application users. Account governance managing multiple teams with 30 resources on the various technical domains and ensuring the BCP. Implementation or Optimizing the IT dependencies through a detailed project plan with and key milestones based on coordination with all project stakeholders. Ensure that project objectives are met by monitoring and measuring progress regularly to identify variances from the plan and take corrective action as necessary. MIS Review with customer and Wipro management on monthly basis Client facing role. Ensuring to meet the client requirement as per the SoW. All the backend jobs were performed by Wipro personal. Scheduled reviews with client and the Wipro management. Show less

 Made significant contribution in understanding of incident patterns as a proactive problem analysis activity; this helped in reducing the no. of minor incidents unnecessarily escalated to L2 teams by specific purpose trainings. Effectively utilizing the ITIL Compliant Incident Management Tool: ServiceNow. Confirm Business Severity and Impact. Updating the business about the trends. Actively involved in CSIP calls with client to improve the process more effectively and aligning them… Show more  Made significant contribution in understanding of incident patterns as a proactive problem analysis activity; this helped in reducing the no. of minor incidents unnecessarily escalated to L2 teams by specific purpose trainings. Effectively utilizing the ITIL Compliant Incident Management Tool: ServiceNow. Confirm Business Severity and Impact. Updating the business about the trends. Actively involved in CSIP calls with client to improve the process more effectively and aligning them to business targets. Chairing in Major Incident Management meetings and reviews. Handling day-to-day incident issues and escalating the Incident Resolver Groups as required bringing the resolution of the incidents back on schedule. Ensuring that Client and Wipro interests are protected. Demonstrated abilities in reducing the Incidents with incorrect categorization (CTI) and wrong escalations were greatly reduced in just 2 months after conducting daily diagnostic analysis of daily incident reports.  Ensuring the quality and accuracy of incident information, in ServiceNow Ticket. Communicating information (SMS & e-mail alerts) hourly or as appropriate on the progress of resolution of the incident. Ensuring that we meet the Response SLA and Resolution SLA and been a part of Change and Problem management calls to drive the reductions of issues. Show less

 Worked on SCCM 2012 and was also leading a team of Application Packagers. Involved in direct client interaction from transition till BAU, acting as a single point of contact. Worked on SCCM 2012 for Patching and Deployment. Have worked on VMware VCenter Product Update Catalogue (also known as SCUPdates or Shavlik) for Patching of Non-Microsoft products. Perform monthly Patching activity for all the desktops and laptops in the estate through SCCM 2012. Creating… Show more  Worked on SCCM 2012 and was also leading a team of Application Packagers. Involved in direct client interaction from transition till BAU, acting as a single point of contact. Worked on SCCM 2012 for Patching and Deployment. Have worked on VMware VCenter Product Update Catalogue (also known as SCUPdates or Shavlik) for Patching of Non-Microsoft products. Perform monthly Patching activity for all the desktops and laptops in the estate through SCCM 2012. Creating collections in SCCM 2012 and updating the Distribution Points in order to facilitate the Distribution through SCCM 2012. Perform health check activity every day to maintain a healthy estate through SCCM 2012. Actively involved in Incident Management, Change Management and Problem Management in Service Now. Show less

Have worked on Image Servicing like performing the maintenance and changes to imqge including new files\driver injections.Good understanding of .WIM files.Have done OS deployment through SCCM.Worked on CM2012 for Distribution of new application packages.Have experience of creating new collections in SCCM2007 for the new packaged applications.Have worked on the end-user's side troubleshooting the SCCM agent related issues as well.

• Working with service desk which deals with users directly with client Thames Water.• Managing Major incidents as a major incident coordinator.• Worked as Service Desk Analyst for 1year 9months with WIPRO for UK based Process.• Provide L1 Support on Desktop, Network related issues, Windows and Monitoring on HPOV and NNM.• Have experience on Lotus Notes version 8.5 L1 Troubleshooting.