Client: Enterprise Delivery Operations Hub (EDOH)Duration: December 2019 till nowRole: Service Delivery Manager for Tools teamIn current role, I have been working as Service Delivery Manager for EDOH Tools team. Responsible for delivery of shared services for EDOH Tools comprising of 35+ resources. The project provides support & maintenance of multiple tools (ServiceNow, BMC Helix, Opsramp etc.) Directly responsible for handling ServiceNow operations team and governing ServiceNow related activities.Key Responsibilities:Managing ServiceNow Operations teamGovernance of ServiceNow Operations and Engineering team.Extensively worked on Dashboards in ServiceNowResources On-boarding / Off-boardingEnsure resource billing as part of Shared Service model.Ensure billing of Tools licenses to respective accounts.Governance of Tickets handled by Tools operations team.Client: HSBC IndiaDuration: May 2018 to October 2019Role: Problem Manager for Global Service Management Team.Key Responsibilities:• Co-ordinate with different teams for resolution of Problem Ticket• Co-ordinate with Major Incident Management Team to track High priority Problem Ticket• Ensure Problem Tickets are actioned with SLA• Prepare Problem Management Dashboard for Sr. Management• Conduct Weekly review meetings with teams for Problem Tickets updates.Client: CanadaPostDuration: July 2016 to March 2018Role: Incident Manager in Infrastructure Management & Support project.Key Responsibilities:• Handle Major Incidents, drive Major Incident conference calls. • Ensure Major Incidents are handled & resolved within SLA with minimum business impact.• Track progress of Low Priority incident volume / investigation & resolution by Resolver Groups.• Co-ordinate with Problem Management for permanent fix on incidents.• Conduct daily incident review meeting to with Resolver Groups• Prepare incident review dashboard for client.• Conduct weekly & monthly review meetings with client.

• Responsible for Incidents Review & analyze possibilities of Incident Reduction.• Prepare Root Cause Analysis report for Service Impacting Incidents.• Conduct Post Incident Review (PIR) for Service Impacting incidents.• Analyze various areas for Automation to reduce manual efforts.• Ensure Change Records (CRs) are implemented Right First Time (RFT) successfully.• Proactive Traps review& application monitoring.• Drive various Service Improvements in the project.• Analyze training gaps & ensure adequate training is given to the team members.• Liaise with Interfacing teams, business owners, development teams, 1st Line support teams at various stages.• Conduct weekly & monthly review meetings with development teams, business owners.• During transition, responsible for getting SignOffs for all QGs as per plan & ensuring proper transfer of knowledge to other team members.• Responsible for all the Quality related processes are being followed.• Ensure there are no NCs in various Audits conducted by Quality team, Security team.• Ensure to have maximum resource billability is achieved every month.

Working as SubCon with TechMahindra on payroll of Triumphsys. Working in Application Support project. Mainly handling incidents, service requrests, access management etc.

• Requirement analysis for developing new features of the product.• Designing UI, Reports for the applications.• Coding for developing the application.

• Requirement analysis for developing new features of the product.• Guide the team members in developing new product.• Conduct review meetings with Service Desk / Users on new functionalities of the product.• Providing workarounds for the issues raised by clients.• Analyzing incidents& working towards permanent fix of the incidents.• Documenting SOPs for use of Service Desk.• Maintain KEDB for use of Service Desk