• Conduct in-depth IT process assessments and evaluations to identify improvement & modernizing opportunities.• Take end-to-end ownership of ITIL operational deliverables to drive effectiveness & sustainability scaled at an enterprise level • Architect solutions for RFX opportunities and stakeholder engagements to enhance end user experience management score

Active member of an Agile team to explore, develop ServiceNow Platform as a Product for an Automotive major client whilst adhering to the Scrum Framework. Detailed ownership of stories/tasks for development, configuration, testing & releases of Product Increment after every sprint• Foremost contribution in multiple SAFe / Agile related planning events – Program Increment / Vision Meeting, Sprint Planning• Effective usage of all Scrum ceremonies whilst using Azure DevOps as the Kanban board & ensure adherence to the pillars of scrum• Discussion on future enhancements/requirements via Backlog refinement of the Product Backlog• Redefining of overall CMDB Structure (Classes, Forms, Attributes) for improved stability and fit for purpose usage of ServiceNow capabilities via the ITSM and ITOM modules• As a Global Process Manager via SIAM (Vendor Management) functions perform close collaborations, administration of contracts & evaluating vendors’ performance. Facilitate & lead close collaboration platforms for partner / service provider teams. Recommend SIAM Target Operating Model for areas with ambiguity. Acknowledge & highlight good team performances• Close collaborations, administration of contracts & evaluating vendors’ performance against agreed KPIs / SLAs• Chairing the Enterprise CAB (Change Advisory Board) to review Global changes with minimum disruption to IT services in the multi supplier environment. Think & act in stable manner during emergency/exceptional situations• Knowledge & awareness of tools such ServiceNow, Azure DevOps to maintain the lifecycle of Changes. Possible integration of multiple tool instances to ensure Single Source of Truth• Headed a cohesive & high velocity team of 80 FTEs of multiple skillsets from multiple cities, to deliver the Service Mgmt. & SIAM services for 50+ Accounts across Europe (Banking & Finance, Construction, Communications, Legal, Energy)• Ensure integration of internally & externally sourced service portfolios

Service Delivery Manager • Managing services of Virtual DaaS environment (Citrix, VMWare) solution to multiple Clients in Manufacturing and BFSI domains as per agreed SOWs and contractual KPIs • Displaying skills of Escalation, internal/external stakeholder, Conflict Management when working along with other partners/vendors of the Client to ensure end to end delivery

• Managing the end to end operational support to the Mobile Banking Payment product offered by Movida India Pvt. Ltd to the clients within BFSI and Telecom domain ensuring adherence to the PCI (Payment Card Industry) guidelines • Client Engagement - Ensuring strong relationship with the Clients, via regular connects and periodic review meetings and being an escalation point • Gathering Business Requirement Documents, defining SoW and SLAs, Capacity and Support requirements

Incident and Problem Manager

• Deployed as a Site Incharge at one of the major Indian Bank’s Datacenter locationo Handled a team of 15+ desktop & H/W Engineers and 2 MIS Analyst to manage the desktop related issues. Managing Performance appraisals & mentoring the team members with their career growth within/outside the company based on their skillso Vendor & Capacity Management for all the IT H/W assets across the bank’s branches within the country to ensure tracking, stock availability, warranty details of IT H/W stock as per contractual agreements o Periodic Service Reviews with the client and suppliers for further discussions • SLA ManagementManaged Audit readiness activities and represented the Bank in external and internal SOX and ISO Audits for ITIL Process Compliance

• Team Lead for a 5-member desktop engg. & Senior Executive Technical Support Team ensuring minimum downtime in Desktop / Laptop issues• Seconded to the United Kingdom (UK) for a period of 3 months as part of Process Management team • Part of the Out of Hours support team and manage Proactive Problem Management via trends analysis• Part of the team responsible to manage IT Risk Management• Started with Incident mgmt.. of low prio incidents gradually managing the high priority incidents

• Supported a US Telcom Client • Part of the team responsible for providing on call help on the technical desktop issues faced by the end users on their desktops / desktop applications, password resets, etc. • Based on defined identify and escalate any situations of larger impact whilst raising high prio incidents