Managed end to end delivery and implementation of program change including planning, governance, stakeholder management, assessing risks, issues and compliance and business case tracking and reporting I work on improving operational efficiencies by implementing automation and workforce reduction strategies, with the ultimate goal of achieving operational excellence I collaborate closely with leadership teams to coordinate and execute initiatives aimed at streamlining processes and enhancing overall performance Additionally, I was responsible for building a quality audit portal to facilitate efficient auditing processes I conduct gap analysis, implement necessary improvements, and ensure that process gaps are closed effectively As a trained professional, I also provide training on Agile methodologies to project teams and perform agile audits Furthermore, I excel in identifying quality processes, performance objectives, and sub-process metrics, utilizing statistical techniques like control charts and fish bone analysis using Lean six sigma I conduct project reviews based on organizational principles, policies, and practices to ensure their alignment with Agile metrics and quality standards I review on projects capabilities and suggest automation solution Presented business leaders with ROI estimations to drive project planning. Implemented business intelligence solutions to increase operational efficiency. Updated and developed scripts and queries to extract and analyze data from multiple sources.

Preventing compliance issues by collaborating with engineering planning and design teams; reviewing processes; identifying and resolving flaws/improvement areas; identifying short-term and long-range issues; researching and identifying applicable industry compliance standards and codes; developing compliance policiesDeveloping compliance plans by researching, analyzing, selecting best industry practices, approaches, techniques, and criteria; adapting and modifying compliance engineering options; developing and evaluating new compliance methodologies; components, and parts.Automating reports using Bots (RPA)Salesforce tool – creation of reports, dashboards, compliance analysis  Evaluating analytical methods and procedures to determine how audit scores might be improved.Monitor support performance to ensure efficient and problem-free operations.Identify program deviance from standards, suggest modifications to ensure compliance.Provide feedback and recommendations to Engg. on process / defined approachCollaborate with Eng. to evaluate or diagnose problems and recommend possible solutions.Perform and train Engg. on RCA and Corrective and preventive actionsProvide feedback to streamline existing processes to help the team achieve more consistent results with high quality.Reports on customer satisfaction and suggest recommendations to improve customer satisfaction scores. Ability to effectively lead a team, ensuring career coaching and strength alignment.Drives continuous improvement and contribute to COE (Correction of Error) process by documenting any issues/RCAs/action planning in functional area and own specific action or change.

Work with Operational team to establish and document operating procedures and standards.Assisting and coordinating vendor meeting and weekly review calls to Stay connected with the SQM (Service Quality Managers), Delivery Managers, SQA (Service Quality Analyst) from the time of initiating a service request till the closure.Service Improvement plan initiated and implemented Projects are handled with continual Improvement program.Investigate the root cause of problems that have occurred and provide actionable insights that can be implemented as viable solutions in a bid for continuous improvement.Weekly metrics reporting to management and collection of staff’s statuses reports.Meeting and improving established service delivery SLA’s.Responsible for creating and maintaining all life cycle aspects of the IT Service CatalogLeads the culture of continuous improvement by identifying projects and initiatives and obtaining customer or senior leadership engagement and then delivering.Oversees the architecting and delivery of end-to-end automated solutions which includes technical implementation of ITSM and ITIL processes, workflow customization, ticketing, process automation, report development and dashboard creation.Auditing service criticality issues in an organized format.Drawing feedback is a part of the responsibilities of the QA analysts. Monitoring the quality of maintenance provided after the completion of severity issues.Automating Daily, Weekly & Monthly ReportsDeliver KPI’s against active ITSM processes.Strong understanding of ITIL v3 Service Management best practices with an emphasis on Incident Management, Problem Management, Change management, Service Level Management, Request Management, Release Management, etcExperience with development and deployment of ITSM process in a medium to large size environmentInteract with all levels of IT and business leadership.

Knowledge Management (SOP creation/ Review, template creation)Creating quality audit report for call/email which includes performance and feedback.Call Audit/ Ticket Audit (Incident/Service Request)BQ ManagementFMEA & Zero Tolerance parametersCSAT Analysis and DSAT Action trackerConducting Process training for new hireProcess improvement – conducting process assessment and action plan.Internal audit calibrationTools handled – ServiceNow/ BT (British Telecom)/ SharePoint/ BMC remedy/ HPSM/ Client specific applications such as (BitLocker)Handling multiple projects and their requirementsPresenting weekly, Monthly and Quarterly reviewsSharing feedbackLive monitoring and mentoringParticipating ISO Audit2015 –2017Working for Unilever as GNOC (Global Network Operation Center) AnalystReal time monitoring and prioritization of application performance over the vast network and users across the globe.Managing the wide range of maintenance activity entailing Data Integrity and security of devices by modifying and updating the processing software as per the customer needs