Receives, logs and allocates a priority to all requests for changes that are totally impracticalTables all Request for Changes (RFCs) for a Change Advisory Board (CAB) meeting, issues an agenda and circulates all requests for changes to Change Advisory Board members in advance of meetings to allow prior considerationDecides which CAB members will come to which meetings, who gets specific RFCs depending on the nature of the RFCConvenes urgent CAB or ECAB meetings for all urgent RFCsChairs all CAB and ECAB meetingsAuthorizes acceptable changes, either alone or after a CAB or ECAB has taken placeIssues change schedulesLiaises with all necessary parties to coordinate change building, testing and implementation, in accordance with schedulesUpdates the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service qualityReviews all implemented changes to ensure that they have met their objectives; refers back any that have been backed out of have failedReviews all outstanding RFCsAnalyses change records to determine any trendsCloses RFCsProduces regular management reports

• Responsible for all NOC Operations, streamlining existing processes and metrics to match the industry standards. • A single point of contact for the management for all NOC related reporting’s, metrics, health checks, driving improvements in day to day operations.• Working closely with the all resolver groups / engineers, the role also contributes to the development and implementation of organizational strategies, policies and practices. • Improve the operational systems, processes and policies in support of organization's mission -- Primarily driving Operations support • Better management reporting, information flow, business process and organizational planning.• Incident management, Escalation management, Customer communication and co-ordination across organization.• SLA Management, Reporting and Analysis.• Working with different team and enabling organization to play a significant role in long-term planning, including an initiative geared toward operational excellence.• Take up complete responsibility of reporting team members and help them complete their career road map.• Hands on experience in setting up processes and measures to sustain them.

• Worked with Unisys Global Services India as Incident and Escalation Manager supporting multiple clients like Quest Diagnostics, NEC 711, Microsoft and Enterprise help desk.• Capture incident details, prioritize, assess impact on business and engage support teams for a quick resolution.• Drive group chats and/or bridge calls to resolve incidents• Monitor business alerts (HPOV, Outage Notifications etc.)• Publish or revoke relevant business alerts• Notify the management on the latest proceedings over an incident until resolution.• Follow up on the open incidents until closure• Conduct Tel Alert quarterly testing to ensure smooth working of the paging tool• Ensure SLAs are maintained while dealing with all Major / Minor Incidents.• Work closely with Tier II & Problem Management team to find the root cause of incidents to minimize the adverse impact of incidents on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents.• Supervising post-incident review with root-cause analysis for all incidents, and document technical, procedural, skill-based findings.• Report status of Incidents in standard format to customers and stakeholders.• Weekly review calls with Manager/PMO’s/Clients.• Prepare and publish Root Cause Analysis for SLA missed tickets weekly basis.Audit on Priority 1 & 2 incidents.• Have working knowledge of HPSM & BMC ITSM & Remedy 7.1 & 7.6 versions

• Worked as an off-shore Service Delivery Manager for “Incident Response Center Team” (IRC) handling bridge calls for outage issues related to servers, file transmissions, business specific tools and applications for GE Money America Client.• Initially worked as “Process Associate” supporting mainframes, blackberry, VPN, remote desktop and other business tools and applications.• SPOC for Preparing and publishing various business Specific reports such as are “Employee’s Daily Time Schedule” and “Business Statistics report”.• Worked as an “HR Catalyst”. Acting as a Medium between HR and respective team for better communication, Concern addressing and transparency.• Attended multiple business trainings like “Essential Business Etiquette”, “Effective Time Management”, “Better Communication” & “Emerging Excellence” Etc.