• Streamlined service operation process for support team. (Incident and Problem Management)• Responsible to track and maintain SLA’s for all the incident tickets.• Lead project related to application transition from DevOps to support team.• Coached team members with Scrum guidelines whenever required.• Documented the operational handout documents for easy reference for support team.

VHL Technologies (Client San Manuel Mission Band of Indian), Phoenix 06/2017– 09/2018 Business Analyst (ITSM-Service Now SME)• Interacted closely with various business units to gather business requirements, business rules and ensured the alignment of those requirements with the development teams through document analysis, workshops, interviews• Communicated client’s business requirements to development team and the business itself through creating workflow diagram, data and process models• Created System requirement documents And Functional specifications documentation to provide inputs to the development teams• Performed Agile EPIC documentation and created user stories using JIRA tool• Evaluated risk evaluation related to requirement implementation along with development teams• Lead collaborative sessions with the business/account teams, development teams to document requirements and explore potential solutions• Documented detailed work instruction for Incident management, Change management processes.• Responsible to track and present Service Desk KPI’s and propose improvement plans• Arranging and participating Vendor tool demo as per the requirement.

• Aligned Ericsson Service Operations internal processes with e-tom and ITIL framework. Executed GAP analysis for existing process (Event Management, Incident Management, Change Management, Problem Management) and aligned them with ITIL framework and improved the overall efficiency of Operations by 10%. • Created detailed Service Desk Process to handle customer requests/incidents/problems/changes in agreed SLA hence improved customer satisfaction. Service Desk Process includes Work Instructions comprising of detailed process flows, critical success factors, RASCI matrix, KPI's and use cases to support routine Service Desk operations.• Supported Customer and Delivery Management organizations in process improvement programs which improved the efficiency of handling customer complaints and incidents by 70% • Created and Monitored project plan to deploy new processes. • Subject Matter Expert for Service Operations Processes (Event Management, Incident Management, Problem Management, Change Management, Release Management Processes)• Prepared training modules for more than 10 process and conducting 5 training sessions per month to ensure the process knowledge is imparted to everyone.• Conducted training sessions on ITIL, ISMS, MSTOP framework, CMMI processes to train more than 5k employees in the organization.• Drove audit compliance requirements for the organization against CMMi and ISO standards.Tools: MS Visio, MS Office

• Performed evaluation and clarification of the request, and ensures the requested Change is authorized based on the Service Level Agreement• Ensures Standard Changes are approved and listed in agreement and mapped in ticketing tool BMC remedy.• Prior to CAB meeting, evaluates for completeness ensuring planning and implementation information is documented e.g. back out plan, test and implementation plans, and success criteria• Documents and communicates Change Advisory board (CAB) scheduling and agenda.• Convenes and chairs the Emergency CAB (in case of major service disruption and approves change request raised to restore major incident.• Produces and communicates the Forward Schedule of Changes (FSC)• Closes the Change request after reviewing test results and implementation results.• Checking Routine changes to validate changes are originated from Approved Routine Template• Participates in Configuration Management process review and evaluation.• Presented Change Request KPI report to senior management to present the SLA deviation.• Responsible to participate during project transition to finalize the change categorization, service levels and to define Key performance indicators. • Responsible to drive audits to ensure the compliance with change management process.• Responsible to deliver trainings to new joiners and external department to promote awareness and acceptance of the Change Management processProjects Handled: Airtel India, Aircel- India, Nextel Peru, Sprint USA, Mobistar

• Translated business requirements into process/system impacts and functional requirements.• Delivered functional scope analysis of the processes/systems impacted and a work plan for each project assigned.• Created documentation to support communication at all levels – business, elementary, executive, low/mid/high technical, and/or any combinations.• Supported Performance Management, Capacity Planning, troubleshooting and Operational teams for data analysis requests and ad hoc reporting• Ensured stakeholders, management and project managers are fully informed of project risks, team activities and project status• Created Service Level Agreements and Operational level agreements with customer and third parties involved and tracked the delivery as per the agreement.