• Responsible for Change Management operations firm-wide, which includes the compliance and governance of all change requests across all environments• Create, manage and implement a strategic Change Management procedure and plan, describing the approach to effectively managing changes throughout the life of a project, ensuring adherence to quality standards and ITIL framework, to comply with the organization’s regulations and business values and sacrificing the need for expediency, growth and productivity• Prepare a standardized change template/form by clearly and concisely outlining what needs to be changed, so the impacted areas can be reviewed and analyzed• Develop Standard Operating Procedures and Policies for implementing changes, including risk and impact analysis, communication plans, quality management plans, milestones and a roll back plan with project timeline. Prepare project status reports by collecting, analyzing and summarizing information and data trends using ServiceNow dashboards• Identify and define standard changes and seek the formal approval of those within a given sector• As a Change Manager, I chair all the CAB (Change Advisory Board) and ECAB (Emergency CAB) meetings to assess, prioritize and schedule complex and major release changes with higher risk and impact.• Resources all IT environment changes and reported on completion rate, success rate, resources required and production outages and downtime• Ensure the availability of 7Rs and 10 Change Ingredients for change and organizational readinessDevelop Standard Operating Procedures and Policies for implementing changes, including risk and impact analysis,communication plans, quality management plans, milestones and a roll back plan with project timeline. Prepare projectstatus reports by collecting, analyzing and summarizing information and data trends using ServiceNow dashboards•Ensure the availability of 7Rs and 10 Change Ingredients for change and organizational readiness

• Managed and ensured the IT Service Management process for Enterprise Technology is delivered as per the agreed Service. Level with the Business functions• Acted as SPOC for escalations/concerns/issues for all Service Delivery issues and maintain a clear line of communication with the business stakeholders, until issues/concerns are addressed to their satisfaction• Worked as a service management champion on all high priority/business impacting incidents/problems/changes and helped achieve a resolution in a timely manner, following the ITIL framework/best practices.• Conducted Post Implementation Review (PIR) and Root Cause Analysis (RCA), ascertain timelines, process gaps, initial and final root cause, preventive actions, and preformed gap analysis to enhance service management practices• Implemented/derived Change Management best practice, identified opportunities to standardized changes, introduced changed calendar, tracked failed changes, and co-hosted CAB calls• Overseen of IT Asset Management process and Document Management, and maintained up to date CMDB, Asset DB etc• Supported the Technology Governance Manager and Service Owner with conducting regular service meetings with suppliers and helped drive value for business to achieve high standards of customer experience• Assisted in creating and maintaining IT operational workflows, Knowledge documents, Service Management Plan, Service reports and communication to IT and 3rd party when required• Ensured key supporting procedures are in place for all policies, with key stakeholders comms and training and supporting activities to monitor policy and process compliance• Analyzed critical set of data to highlight, spot ascertain service trends and recommended improvements• Strong, experienced and knowledgeable at using ITSM toolsets (ServiceNow Jira)• Experienced in driving Request Management (Service Request, SSP, CMDB Ask IT, Service Catalogue, etc)

– Responsible for providing and facilitating the Banking service and product to clients– Client visits and exploring the business opportunity for the bank– Maintaining the client relationship with bank and pitching for the new product coming into the market and explaining the properties and benefits – Creating and realizing strategies for acquiring additional business from clients & effectively using the potential of accounts; performing POCs to evaluate different products and technologies based on customer requirements