Shruti Pathak Email & Phone Number

Pune, Mh, In

Pune Area, India

Pune Area, India

-Leading efforts towards establishing managerial excellence throughout the career -Administering risk management and mitigation efforts and directing initiatives towards maximizing productivity -Developing change management and Service Now policies, procedures and controls for platform operations including Disaster recovery (DR) and Production (Prod) environments -Facilitate Change Advisory Board (CAB) and ECAB meetings covering medium and high-risk production changes in both Business and technical platforms. -Engaged in coordination of Change Freezes, increasing Heightened Awareness and Business Events impacting multiple Business Units -Supervising Process Governance for the continual improvement of Change Management processes and procedures supporting the global Change Management standard -Drafting training material; developing & monitoring (KPI) Key Performance Indicator metrics -Facilitating all regulatory Compliance and internal audit initiative; collaborated with stakeholders to define business and systems requirements for new technology implementation -Coordinating with different teams (incident, problem, change and training) and finding areas of improvement in the current process -Maintaining real time calendar that tracks all requests and implementations; managing overall service improvement area in TSM -Implementing Service Now Configuration Management processes, procedures, and methodologies based upon ITIL principles -Designing, developing, and implementing automated processes for gathering, populating, and maintaining CMDB data; merging CMDB data when exceptions are noted between CMDB, discovery information and other authoritative data repositories for configuration items -Managing communication with data consumers by identifying risks -Ensuring Configuration Items (CI’s) are entered and maintained in the CMDB and IT Asset Management systems

Pune Area, India

The role includes managing daily operations of SunGard data center located at Voorhees which hosts thousands of servers and network devices.• Creating and updating Remedy tickets for change and incident management to document monitoring and recovery steps. Capturing incident follow-ups and completing formal post implementation reviews.• Escalating and communicating in a timely fashion the status of major incidents and problems with IT and business stakeholders including executive management.• Managing bridge call for Critical AND Crisis Issues. Co-ordinate with technician, customer and internal management until the issue is resolved. Escalating the issue to proper team/technician to have the issue resolved within the SLA. • Communication with Major Incident Managers (MIMs) to track high priority service related incidents and ensure root cause analysis and fault resolution is coordinated and delivered to avoid recurrence of issues.• Coordinating activities using incident, change, vendor and problem management for business continuity and ensure 24/7 service availability.• Publishing monthly SLA tracking report and overall SLA percentage to all customers and major stake holders.• Auditing major service interruption tickets for appropriate prioritization, technical and business domain accuracy, and service level metrics.• Collaborating with cross functional teams to analyze, investigate and diagnosis root cause of problems, as well as completion of corrective actions. Engaged at a basic technical level in discussions to evaluate those solutions, and publish Root Cause Analysis (RCA) report.• Coordinating, defining and deployment problem management processes and procedures.• Correcting a fault in infrastructure by observing trending in past incidents, and with the help of change management.• Effective communication with customers for the proactive changes being done for better availability of infrastructure services.• Chairs a weekly