Problem management and defect management process implementation in line with ITIL, governance and audit requirements.Complete ownership of problem management process from the creation of problem tickets, classification, root cause analysis, stakeholders communication and closure of problem tickets.Working with cross functional teams to create change request for the implementation of fix for problems and linking them to problem tickets. Plan the change… Show more Problem management and defect management process implementation in line with ITIL, governance and audit requirements.Complete ownership of problem management process from the creation of problem tickets, classification, root cause analysis, stakeholders communication and closure of problem tickets.Working with cross functional teams to create change request for the implementation of fix for problems and linking them to problem tickets. Plan the change implementation/deployment/release management based on UAT and FAT results. Scheduling CAB and e-CAB meetings based on nature and emergency of the change. Creation of change request when ever there is a configuration change required to fulfill a service request and linking them. Ensure all the changes are deployed without conflicts and on a timely manner. Reporting of incident trends in MS Excel and creating Power BI dashboard for these trends. Based on the incident trends discussing with the respective teams in problem management meeting and creating a problem ticket where ever problem is identified. Working with application teams on proactive problem management to reduce incidents. Creating knowledge articles for the problems solved as part of documentation to increase the known error case and reduce the resolution time. Ensuring the closure of problems and linked incidents in a timely manner based on designed SLAs. MTTR reporting for incident and problem management. Incident management activities monitoring, incident flow design, process updates, Incident trends analysis. Defining SLAs and KPIs for incidents bas d on trends. Major and critical incident monitoring by creating a bridge between stakeholders and IT team working on resolution. Service request process and escalation process design along with KPIs and SLAs. Reporting changes based on the change completion state of successful, unsuccessful, withdrawn changes and align it with portfolio and organisational changes and process. Show less

Business to Business Service Desk Support through Calls, emails, and Chat. Standard process flow and provide support to end user. SAP Graphical User Interface and usage of SAP T-Codes. Mobility Device Management Support through SAP Afaria. Probing and problem solving for end user support. Access provision for SAP, SAP BI clients and Mobile applications through SAP Afaria. User info and Active directory for account unlock, password reset, computer… Show more Business to Business Service Desk Support through Calls, emails, and Chat. Standard process flow and provide support to end user. SAP Graphical User Interface and usage of SAP T-Codes. Mobility Device Management Support through SAP Afaria. Probing and problem solving for end user support. Access provision for SAP, SAP BI clients and Mobile applications through SAP Afaria. User info and Active directory for account unlock, password reset, computer name, Bit Locker Code. Show less