Established and governed processes for enterprise services and ensured alignment to taxonomy of products in ServiceNow leading to improved efficiency. Managed processes adhering to industry standards, allowing teams to operate with compliance and quality throughout the lifecycle of application services.- Co-owned, managed and governed Incident and Problem management process enterprise wide.- Process owner and decision maker during design & implementation of ServiceNow Greenfield project enterprise wide; proposed solutions to all business units as part of the rationalization of ServiceNow instance to improve operational efficiency and user experience globally, and was endowed with a Service Excellence award by Chief Technical Officer (CTO).- Communicated and collaborated with stakeholders, architects and functional teams to gather requirements, drove technical solutions, executed and prioritized backlog items- In depth knowledge of ServiceNow platform, perform gap analysis against industry best practices, current functionality and Out Of The Box (OOTB) behavior for IT Service Management applications, including Incident, Problem, Change management and HR Integrations.- Investigated and created innovative solutions for enhancement of processes that improved usability and performance of applications- Assessed the impact of new features and capabilities while increasing the value of service and applications aligning with company policies and standards.- Created and executed use cases in test environments to ensure quality prior to final validation during production release.- Provided in-person and virtual training to major stakeholders enterprise-wide to ensure smooth adoption of new processes, features and capabilities.- Created process documentation, including process maps, custom workflow, and maintain training materials and knowledge base articles.

- Assisted in establishing governance of Incident and Problem Management Process.- Managed processes for stakeholders by providing innovative solutions, best practices, support data and analyzed current state to ensure continuous service improvement.- Managed a team of data governance specialists to keep data and processes under compliance.- Collaborated with stakeholders, vendors and developers to identify data improvement opportunities, perform root cause analysis and maintained a strong collaborative working relationship.- Conducted meetings with stakeholders and leadership to get approvals for process changes and enhancements, ensuring effective communication.- Hosted checkpoints to control the implementation and adoption of new strategies, processes, increasing efficiency and quality of services.- Documented, analyzed service tickets, and followed up with service teams.

- Managed critical incident bridges to restore services along with support teams, service owners, stakeholders, and leadership.- Documented and tracked timeline of events that occurred during Incident resolution to support future investigations.- Communicated critical notifications within allocated time to Business Units, stakeholders and leadership.- Managed Root Cause Analysis (RCA) investigation and conducted After Action Review (AAR) meetings with support teams, Business Relationship Managers (BRM), and stakeholders to identify the root cause and process gaps, discuss remediation tasks to prevent future occurrence, document known issues, and drive efficiency.- Managed a Problem Record through its lifecycle, from creation to following up with technical teams, getting approvals from service owners to ensure completion of root cause action item.- In depth knowledge of Incident and Problem workflow, strong understanding of process gaps between integration of different instances of ServiceNow.

- Leadership role within Communications Desk responsible for managing critical and urgent events by driving major incident management calls to support restoration of infrastructure services with significant impact to customers.- Coordinated escalation process, participated in leadership calls, technical discussions, maintained a sense of urgency throughout and gathered analytical data reports to help determine the impact and scope of an event.- Created and delivered executive level communications from inception to completion to all stakeholders, senior leadership (VP to EVP level) and other internal customers (IT, Engineering, Field Operations, Network Operations, etc.).- Monitored tools and internal dashboards, proactively identify issues and process gaps, and reported to senior managers, directors and Vice President related to ongoing events.- Conducted incident reviews, ensured accuracy in documentation is, performed follow-ups on aging issues that required escalations to different teams / leadership, helped gather timely information and brought the issue to resolution.- Implemented Incident Management process within industry standards that improved the operational efficiency of the team.- Strong working knowledge to recognize appropriate aspects in Incident, Problem, and Change processes and service improvements.

- Managed critical severity issues, bridge calls for effective coordination and escalation towards service restoration that minimized the impact on business operations, following Incident Management process cycle per ITIL standards.- Managed the team as Subject Matter Expert (SME), provided on-call support to L1 members, and operated as single point of contact for any escalations from technical teams during a shift.- Communicated Major Incident Management notifications to stakeholders, project leaders, and internal customers and coordinated with technical groups to resolve all infrastructure-related issues.- Monitored company application and server status using Advanced Level Monitoring (ALM) tools like NetIQ, HPBSM, SiteScope, and Medium Level Monitoring (MLM).- Executed Quality Assurance check on ‘After Incident Review Document’ used for Problem Management process and assisted with Root Cause Analysis (RCA) investigation.- Managed bridges during Change release and patching activities, closely collaborated with Incident Management team to inform them of outages, ensured Standard and Normal Changes are ready and followed guidelines for Change Advisory Board (CAB) approvals.- Managed the operational needs of team like provided process knowledge training, on-job training, planning team roster, approved leaves, and conducted screening interviews for candidates based on team needs, and was member of the interview panel for shortlisted candidates.