Incident Management and Knowledge Management Process OwnerProvided governance of the incident management process including proper incident documentation and resolution. Helped drive down the ticket volume and meet agreed targets by leading different Lean and Operational Excellence initiatives. These projects involved cleaning up of aging tickets, time and effort reductions, application configuration item clean-up, target-time metrics improvement and identifying and addressing process gaps. By bringing strong leadership in these projects, the space generated green scores for the previous metrics and started new Continuous Service Improvement metrics to give more value to the client. As part of Continuous Service Improvement, worked on ensuring quality of service by performing audit for tickets handled by the team. The audit also aimed to check if there is any knowledge gap on technical solutions provided. Investigation for any process gaps were then performed. Also handled Corrective Action Plan along with the Service Domain Managers and agents involved to address the gaps. By performing this initiative, the overall Customer Satisfaction has improved. Reported escalations due to improper ticket handling has lessened and it also targets to avoid any further escalation by identifying the process gaps and addressing it right away. Audit results as well as any corrective action performed are reported monthly and communicated to the client. Ensures that KM process are effectively implemented and that knowledge documents are created for all incidents and requests. Also ensures the relationship of KM process with Incident and Problem Management process. Worked closely with Knowledge Process Owner in the client’s end to streamline processes, address knowledge approval backlog and improve the tool being used to that all the Knowledge Documents created are approved in a timely manner and accessible to the support team.

Lead several applications SIP that enables the space to have better ticket trend analysis which helped SLM and the client to make informed decisions. Ensured that all issues were closely attended to and closed on or before the agreed timings and that the live environment was always available and working as expected. Stabilized the green target score