Responsibilities:SM Lead:• As a SM Lead was responsible to manage team of 10 members and deliver responsibilities as per SLA.• SM Team was responsible for delivering operations with respect to Problem, Service Request, Availability and Management Reports.• Oversee reports are prepared and shared with the client teams prior to Governance calls.• Provide status updates on governance calls for SM processes.Process SME/Consultant:• As a Process SME/Consultant, responsible for gathering initial requirement to develop workflow Visio’s and process documents (L2, L3 and L4 documents) for ITSM Processes.• Assessing clients existing process maturity using Accenture’s Standard IMM (Maturity Assessments Survey) to understand the current process maturity and to arrive at Target maturity rating for ITSM processes.• Expertise in developing and implementing workflows for Catalogue Items within Request Fulfilment process.• Conducted initial/high level process workshops for client teams for in-scope processes.• Developing user stories/functional requirements for tool implementation.• Conduct trainings on above processes and tool demos for client teams.• Process/Service Transition including testing and resource training.• Develop various deliverables (process documents, run books, tool automation requirement, training requirements, etc.) to achieve the Target rating.• Travelled to client site Saudi Arabia for a duration of 6 months for process requirement gathering, process design and implementation.• Travelled to client site UK for a duration of 6 weeks for SRM/Service Catalogue process requirement gathering.Ops Lead:• Defined new incident classifications for Digital Platform, new Categories and Subcategories introduced within ITSM tool (Cherwell). This will help in filtering Digital issues easily and also helps filter issues track wise.

Responsibilities:Change Management and Project Co-ordination -• Initiating change records, getting change governance/CAB approvals and implementation.• Represent changes in CAB & ECAB meetings on a daily basis.• Quality checks on closed CRs of peers and providing feedback.• Also part of first level approver for RFC’s – Authorized to approve or reject RFC’s.• Engage HP Engineering and vendors as needed.• Co-ordinating on critical GTPO projects related to BAC Data Centers Operations(Network Infrastructure – Load balancers {LTM/GTM}).• Coordinating with Bank of America Technical Project Managers and HP engineering team.• Ensure the engineer completes an Online Asset Change Request Forms and associated Online Asset Change Request Forms tasks.• Enter time in MSPS tool inorder to bill the GTPO projects via a Project code provided by the TPM.• Exposure to applications like Maximo, BMC Remedy User application, Aldea and Visionael/ISTRAT applications.Service Delivery - • Perform CRM Queue management.• Provide status to client through updates in the CRM ticket in the Client Communications section/tab of the CRM workflow panels.• As a Team Lead, responsible to handle a team of 10 people.• Providing on-going feedback to the consultants on their good and could be better aspects.• As SPOC, handling escalations and providing floor walking support for consultants.• As Vendor Champion, responsible to review & maintain Service Performance, hold Bi-weekly meetings with vendors to discuss issues & escalations if any and provide updates/feedbacks to Service Delivery Manager(s).• Preparing regular team reports on Service Performance (SLA) and Achievements (KPI) and providing the updates to Stake Holders on bi-weekly meetings.• Maintain the SLA documents of the customer and OLA documents of the IT provider.

Responsibilities:Release Management -• Support application release manager for end to end application release implementation.• Prepare Release Plan or Release Schedule Document for application release.• Co-ordinating with development team in getting the Release Build designed.• Getting necessary approvals for Release Candidate. • Documenting release and back-out procedures for Application Release.• Preparing Release Notes.• Co-ordinating with stakeholders, deployment team and testing team for application release.• Scheduling weekly & quarterly meetings with stakeholders to share progress.• Knowledge on Application Release Package & Software distribution.• UAT, Regression and Integration testing support for application release.• Exposure on applications like HP QC, Maximo, TGAD application, Resource Authorisation Tool, Configuration Mgmt. Reporting Tool (CMDB), etc.Change Management - • Reviews change reports to ensure changes are related to the appropriate Release record.• Creation & follow-up of incident tickets.• Co-ordinating with business owners in getting necessary approvals.• Preparing agenda and the list of RFC’s to be reviewed in the CAB meeting on daily basis.• Initiating change records, getting governance approvals and implementation.• Generating reports, 100% Quality checks on RfCs and RCs implemented.• Corrective actions on non-compliant records.• Release, change and deployment compliance reports.• Create and update SOP's and guidelines.

Responsibilities:• Analyzing user requirements and developing test cases based on the Specifications. • Performing functional, regression and integration test.• Creation of test data in Database client & report BUGS in Quality Centre.• Retesting of BUGS and changing the status of BUG based on present status. • Preparing & maintaining reports.• Performing queue management.• Quality check of BUGS raised and test cases performed by peers.• Coordinating with peers to successfully complete their change requests.• Co-ordination with Infosys Automated testers & IT teams.• Exposure to applications such as HP QC, SICS/NT, Integrated Underwriting Facility (IUF), Global Facultative System (GFS) and Common Interface Application (CIA).