Since February 2020, I have been working at HCLTech as a Manager in the role of ITSM Functional Consultant and DEX Lead. My responsibilities include implementing and standardizing ITIL Service Management processes across large customer environments involving multiple service providers. I plan and execute end-to-end ITSM processes while considering strategic business scenarios to ensure seamless alignment with business goals.I also focus on reengineering existing processes and designing new ones to enhance productivity, quality, and service. This involves ensuring that all stakeholders are aligned with the updated processes. I lead ITSM process implementations using tools like ServiceNow, leveraging ITIL best practices to drive efficiency and service delivery.Additionally, I manage the entire lifecycle of Problem Management, from initiation to conducting Root Cause Analysis (RCA) and implementing corrective actions. My work has been key in ensuring operational stability and continuous improvement for our clients.

From March 2016 to February 2020, I worked at IBM as a Delivery Services Specialist with a focus on Problem Management. In this role, I managed ITSM Problem Management processes, including defect prevention and root cause analysis (RCA). I collaborated closely with technical teams to address RCA backlogs, meet service level agreements (SLAs), and assign defects effectively. I led RCA calls, tracked action items, and shared lessons learned across the organization to drive continuous improvement. Additionally, I worked on enhancing team process skills and ensured strict adherence to SLAs for timely problem resolution.

From August 2008 to February 2016, I served as a Senior Specialist in IT Administration at HCL Technologies. My role involved monitoring server and operating system events, managing resource utilization (CPU, memory, and disk usage), and validating alarms to ensure effective incident, change, and problem management. I led a successful migration project from HPSM to ServiceNow for the "H&M" account, which streamlined our processes and improved service delivery. I provided 24x7 Tier 1 support for critical system incidents and conducted weekly reporting to management. Additionally, I acted as the Single Point of Contact (SPOC) for process-related issues and actively participated in governance and customer meetings to address concerns and drive improvements.

Apr 2007 – Aug 2008 at Mphasis as Tech Support Associate, Role: Tech Support Associate