Spearheading role of Service Manager for all ITIL Processes (Change, Release, Incident & Problem Management), directing comprehensive & solution implementation for enhanced operational efficiency, designing, defining & governing processesExecuting process, including Incident, Change, Release, Problem & Service Level Management Orchestrating Resource Management, optimizing allocation, utilization of key assets to drive productivity & cost-effectiveness.Taking full ownership of ensuring strict adherence to ITIL processes, meeting all SLAs/OLAsActing as escalation point to promptly resolve process issues & ensure smooth operationsManaging cross-functional teams & stakeholders to overcome any obstacles & ensure customer satisfactionDelivering regular feedback to Global Process Lead, contributing to continuous improvement initiativesGoverning resolution of process issues involving internal support groups, vendors, suppliers, customersExecute change management process ensuring that there is no disruption or degradation of service during life cycle of changePlan, coordinate, manage release schedules for software applications & systemsDefine & implement software release processes, procedures & best practicesCollaborate with developers, testers & other team members to ensure smooth software releasesInclude reporting on service management, Incident management, Change Management, weekly initiatives as part of service plan. Include discussions on business priorities & periodic maintenance planning as part of service planning meetingsWork with Customer to plan & schedule tactical business & technology events, such as software patching, maintenance, Minor releases that impact Managed Services, in a manner calculated to minimize disruption to customer's businessMonitor compliance to existing change management process ensure correct approval process is followed for both regular, emergency changes, follow-up non-compliant changes made outside change management process

• Performing initial analysis of Change Requests.• Ensuring that all production changes are processed according to Change Management policies and procedures. Ensuring Change Requests are fully completed and validated.• Work with Requesters, Implementers, and Approvers to both ensure the process is followed and to communicate process changes, resolve rejections and scheduling conflicts.• Participating in Change Advisory Board (CAB) meetings on the implementation of Changes. Assessment of risk and business continuity, Change impact, resource requirements and Change approval.• Co-ordinate on change implementation and verifies post activation information is properly filled out and the CR is closed according to proper procedures.• Use of Enterprise Change Management System to document, track, authorize, and record implementation details of changes made. • Maintain a change schedule or calendar in order to prevent potential conflict.• Responsible for generating Reports for the Management which includes Weekly/Monthly Change report, Upcoming Changes FSC report, Change Management Trend report. • Facilitate daily Change meetings to discuss emergency Changes and coordinate for approvals. • To ensure all risks and impacts have been assessed correctly and change approved by all parties in Change Management.• Ensuring that all production changes are processed according to Change Management policies and procedures.• Updating the Change log with all Progress that occurs• Publish change control meeting notes and help communicate changes to appropriate technology and user groups• Closing Change Requests and part of PIR review in Change Advisory Board meetings.• Responsible for Producing Change Management Reports like Upcoming Changes and FSC, Daily Change Reports, Change Reminders, Failed / Backed out Changes, Incident count - Change Volume Report.

• Overall responsibility of delivering IT Service as agreed with Customer through effective and efficient use of ITIL framework.• Preparing documentation for Service Improvement Plan, Work Instruction for different support teams handling ITIL processes.• Provides timely, concise and clear written and verbal communication to all stakeholders during critical incidents, including the delivery of outage reports.• Accountable for the operational, end-to-end Process coordination. Tracks, reports and manages all follow-up actions for timely closure--including procedure, process, training and technology. Ensures incident details are updated in the incident management tool in a timely manner with accurate information.• Responsible for the correctness and consistency of operational data in Service management tooling, e.g. of assets, configuration items and inventory data• Coordinate periodic brainstorming sessions to identify fixes or workaround for recurring Incidents and Problems.• Act as SPOC for all Incident and Problem related processes and responsible to invoke escalations & initiate Crisis management.• Establishing Trend Analysis as a standard vehicle for Proactive Problem Management.• Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.• Bridge Facilitation to maintain ownership, monitoring, tracking and communications of all major incidents. . Ensure that problem record has been created for all major incidents and tracked to the closure by Problem Manager.• Leverages incident management best practices and process frameworks, such as the ITIL (Information Technology Infrastructure Library), to drive continual process improvement.• Served as liaison between system users and technical support group and responsible to maintain effective communication about the incident between the support organization and its customers.