Leading ITSM team (Incident, Problem, Change, Release, SACM, Knowledge,Capacity and Availability Management)

Leading Process Team (Incident, Problem & Change Management). Functional consultant (SR/Change catalogue Management)

Primary responsible for Incident , Change & Release Management. Prior to Service Management I was leading Global Service Desk team for almost 3 years.

My primary accountability was to ensure the high level of accuracy and efficient service delivery along with stakeholder’s satisfaction. It involves below major activities –  Analysis of new business scope and planning of business transfer which includes identification of required skill set, training schedule, preparation of process & documentation. Allocation of resources to new identified business as per their skill set. Knowledge transfer among team members and to ensure that people are cross trained as the per the requirement of different stakeholders and clients. Transition of business from planning to go live of operations. Documentation of standard work procedures and instructions to ensure that standard practices are in place for any activity of task.  Process excellence and governance by implementing best practices like coaching and feedback mechanism and cross training culture etc.. Coordination of project, weekly calls & meetings and update project charter. Follow up with different teams, stakeholders on actionable items and share progress report. Internal audit of team members to ensure the quality service delivery to the client and also lead client satisfaction. Ensure effective implementation of performance measurement system to evaluate individual as well as project Implementation and control and Knowledge management database to ensure synchronized information flow among team members. Monitored, tracked and resolved end-user issues and escalations if any. Conducted scheduled meetings with Manager and team to review previous Week’s statistics and forecast daily efforts required.  Currently involved in a Project called (SOL)as End User Committee Lead role My role is to coordinate with end user committee member to make the project successful like, scheduling meeting for providing the status of the project and taking the suggestions, feedback from the end users.