*Working as ITSM/ITIL process consultant for one of the Healthcare sector clients to streamline their ITIL process towards ServiceNow out of the box ways of working* Working as Functional Consultant for the Healthcare cliënt in setting up new CMDB and also migrating Configuration Item data from legacy to Vanilla instance*Worked as Service Delivery lead for managing end to end delivery of Onsite resources at a Retail customer location. *Managed the resources on projects and other implementation services in ServiceNow Platform for the customer *Worked as a Project Manager for one of the biggest financial customers in NL, in driving their implementation of Customer Service Management ( CSM)

• Part of the core team in setting up Service Management office for the Dutch Retail customer in 2017• Managing a 15 member Service Management office, i was Instrumental in setting up various ITIL processes from Incident , Problem, Change, Service Request, Indirect Supplier management and Service Level Management• In 2019 transitioned the setup of Major Incident Management and Service Design management .• Managing a 6 member Major Incident management team to effectively manage Major incidents between technical teams and stakeholders with timely communication to stakeholders• Effectively managing a 4 member Service Design Managers team who looks into new application/service coming into customer landscape and create service designs for them comprising of Architecture, Incident flow, Monitoring, SLAI requirements etc• Acting as Security Delivery lead in tracking the Security IT Controls agreed with customer, driving the teams in assessing the projects for GDPR Compliance and guiding the Vulnerability scanning team for conducting periodic scans• Finance Management - Responsible to track the run time efforts of operational teams with respect to agreed BAU activities and project activities• People management of 10 member Service Now (SNOW) team. Brainstorming with them on Sprint planning, analyse and advise the team with respect to Sprint Velocity, Backlog and Focus areas• Acted as IT Peak Season Champion in driving 6 business induced hypercare periods (Christmas, Easter and Covid triggered)• Brainchild in creating/establishing the first successful Virtual Command Centre for the customer when the physical command centre was impacted due to Covid lockdown• Involved in periodic review/renew of the Customer Contracts and updated the same when required based on changes in EU and GDPR clauses or on any new requirements from customer• Built several Prediction models to forecast KPIs and collaborated with customer on periodic Ops review meetings

• Instrumental in renewing of ITIL process documents for a UK based Retail customer• Created a centralized automated offline Application Inventory for the customer which reduced the manual work of the customer substantially• Brainchild behind the creation of a centralized inventory to track the License expiry of different applications in the customer environment

• Managed a team of ten members who manage various ITIL Process like incident, problem, change, request, Availability, configuration and service level management for a Spanish Telecom Customer• Managed a team of Major Incident Managers for driving and coordinating high priority issues reported out in customer environment• Chairing CAB calls on change approvals, driving the RCA calls and presenting various SLA / KPI reports about operations to customer were all part of the role

• Worked as a Disaster Recovery manager in preparing and conducting periodic DR paper tests for Business-critical applications for a US based Car manufacturing customer.• Involved various teams to prepare DR plans with sequence of activities timed from start to finish. • Discussed the DR Plan with customer and upon sign off conducted periodic DR drills.• Documented lessons learned from DR Drill and matured the DR plan to be more effective• Acted as an Infrastructure Capacity Manager, analysed the demands on the Virtual machines and derive out if the host was able to handle new project requirements of new VMs. If forecasted for shortage of resource new hosts were ordered.• Weekly analysed the CPU, Memory and disk space of servers and checked if any potential trending of high utilization of resources was seen. Coordinated with application and infrastructure teams to fix the underlying rootcause to solve the utilization increase else requested for more resource on the same

• Delivered large to small scale projects for all Volvo Business Units present in Sweden• Gathered Business requirements and coordinated with architects for IT solutions for the same• Prepared proposal documents comprising of the architecture of the solution, Manpower requirement, Technological requirements and costing requirements for the same• Discussed the same with the customers and negotiated around the same.• Once accepted by business drived the same towards implementation with relevant IT Parties as agreed and quoted in the proposal

• For a US based Film industry giant worked as Change Manager to approve changes thats raised for their environment.• Correctness / Completeness of the changes raised were validated starting from Implementation plan, change window, lead time ,Backout plan etc• Analysed the changes in CAB and provided approval. If any clarifications are required before approval the same is sorted towards the requestors• Daily checks on Standard preapproved changes were performed for their correctness• Emergency and Expedited changes are facilitated by analysing the business justifications

• Worked as a Change Management Analyst for a US based Credit Card company.• Was part of the transitioning team in understanding the current customer process and setup the same in Chennai.• My work involved in day to day approval of changes raised for mainframe environment. • Check for the correctness of preapproved standard changes raised.• Discuss the complex changes in CAB meetings and brainstorm the same with technical teams and requestors.• Check for Emergency and Expedited changes and approve the same after verifying the proper business justifications provided by them

• As a Compliance issues and Risk coordinator for a UK based Customer who conducts Tennis Grand Slam events every year, i was responsible in driving the relevant server OS teams (Windows and Unix) in expediting the resolution of issues identified as part of periodic server health check scans done in the customer environment• Also responsible to coordinate with OS server teams to patch the customer servers with updates pushed by Microsoft, Red Hat Linux, Solaris etc. so the customer environment stays patch complaint at n or n-1 level• The Compliance issues/risks and Patch updates pending for a server are tracked as part of Problem records and fixes are implemented as per Change management process