• Governance and monitoring of IT Change Management for compliance to published policy and processes, which included chairing the Change Advisory Board (CAB) and facilitating Post Implementation Reviews• Ensure business and operational needs are delivered by Projects through effective Service Transition process.• Work collaboratively with various support and project teams to ensure that the risks associated with the IT changes are effectively mitigated.• Establish quality assurance measures, test strategies, design handovers and operational support procedures by establishing a bridge between delivery and operational processes.• Conduct PIR for high priority incidents to identify root cause and corrective actions for smooth business operations.• Worked to develop the project go-live checklist for operational readiness for the newly commissioned services.• Established early engagement with EPMO and Project Managers to build a forward change schedule/calendar.• Working closely with the Configuration Management team to uplift the maturity of the CMDB.• Established and tracked SLAs for the supported enterprise applications.• Managed various infrastructure, security, cloud migration, cyber security and application releases.

• Built the Service Management Strategy and roadmap for service improvement.• Service Design: Designed, defined and established IT Incident, Change, Transition, Configuration, Knowledge Management and Problem Management processes.• Setup and designed the service catalogue for the organisation.• Headed various process improvement plans to improve the employee and contractor onboarding processes.• Setup and automated the enterprise CAB agenda and chaired the meeting.• Work collaboratively with the GMs, Head of Departments, Team Leads to ensure service reliability, continuity, capacity and availability.• Continual improvement to the Service Desk function by executing Service Improvement Plans.• Negotiate with the various support managers to setup the OLA and SLA’s for the business.• Setup joint business technology forum to establish a regular communication channel to understand the pain points and improvement initiatives.• Service integration: Setup and managed the integration between ServiceNow and Active directory, O365, ServiceNow, WorkDay(HRMS) and Tenable Security Vulnerability.

• Coordinate/manage the monthly release service transition requirements by actively engaging the delivery, operations, security, helpdesk and other teams to deliver a secure, reliable and resilient solution.• Establish quality assurance measures, test strategies, design handovers and operational support procedures by establishing a bridge between delivery and operational processes.• Ensured that delivery teams comply with the Service Management reporting parameters.• Ensure and setup the acceptance criteria for changes, releases and projects to make it to the production environment.• Ensure that the service management KPI’s on incident reduction caused due to changes are measured, monitored and improved. • Ensure knowledge transfer and Operational/BAU sign-off prior to release.• Working closely with Agile/DevOps teams to transition services to cloud.

• Executed multiple Service Improvement Plans to improve the IT Change and Service Transition process.• Ensure that the BAU/Operations teams are engaged by the delivery teams and knowledge transfer and operational handover is completed prior to the releases.• Coordinate stakeholder engagement between project teams and security, service delivery, and asset management teams.• Design and implement the Change Implementation Review for medium and high priority incidents caused by changes to identify root cause and corrective actions.• Work closely with the vendors/service partners (onsite and offshore) to ensure high level of compliance and implemented process improvement measures.

Project Managed: - FIT (Federated Integrated Test Platform upgrade) : An overhaul of the entire IT infrastructure backbone for the department to upgrade the IBM middleware platform to the latest supported versions. Building and provisioning of a new development, test, production and DR environment based on IBM middleware tools like WebSphere Application Server, WebSphere Portal and ITAM. Project Managed: - ICCMS Reporting Environment provisioning, ICCMS Performance monitoring. :- ICCMS is the business critical application(PeopleSoft CRM) for DHS. These projects were to provision a reporting solution for the application and to determine the key issues with the application performance and suggest techniques for improving the application performance.Achievements:- • Supported the highly complex and integrated enterprise Case Management system for the department.• Worked with the event management team to setup advanced service monitoring for the various enterprise applications to measure and improve on SLA delivery.• Align the support processes as per the ITSM guidelines and follow the defined Incident and Problem Management process.• Deliver 99% Service Availability targets for mission critical applications for the hosted environments.• Demonstrate and uplift the DR capabilities of the infrastructure by building redundancy and fault tolerance.• Contribute to Root Cause Analysis for the high/critical incidents.• Deliver complex infrastructure upgrade projects on time, within budget and of high quality.• Ensure SLA’s are being met and report on service availability.• Identified and established monitoring and system alerting scripts on critical applications and established end to end service view in the support team leading to a 25% improvement in service availability.• Driven capacity planning initiatives leading to high system/service availability.• Lead change management process improvement by identifying and fixing the process shortfalls.

Key Challenges :- • Manage the Asia-Pacific operations for the customer care solution (CRM) for HP.• Data quality analysis and design for the data acquisition project.• Represent the AP IT team in the World Wide forum for scoping application releases and schedule.• Provision multiple training and test environments for the iCare(CRM) and WWCCS(CRM) applications.Achievements :-• Release and operations management for the Asia-Pacific countries. This included the release scope finalization, resource management, user acceptance testing and the deployment of the releases.• Monitor and manage smooth Service Operations for the Consumer Contact Centre application of Hewlett Packard AP region. This included contact center application in Australia/NZ, Singapore, India, Japan, Korea, China and Taiwan.• Capture business requirements from the business leads of the various AP countries and providing IT solutions to address their needs.• Liaise regularly with the World Wide technical team for the delivery of the IT solutions.• Lead post implementation reviews and facilitate user acceptance testing and provide signoff.

Manage CRM Releases. Business relationship with onsite team, requirements gathering, release scoping. Coordinating delivery with onsite and offshore resources, QA for offshore delivery, deployment support and Project management.

Manage IT Projects for Infogain IDC.Liaise with onsite team. Manage offshore resources and delivery of releases.

Manage Offshore IDC project teams for Hewlett Packard solution. Manage multiple CRM releases for Hewlett Packard CRM implementation project.

Presales functions, client engagement. Business development. Sales support and manage technical team of Maximo consultants.

Software programmer, team lead.Worked on various projects using Visual Basic, MsSQL, Sybase, Oracle and other technologies.

Hardware Engineer