• Directed project meetings, gathering input from 12+ team members, improving clarity on project goals and timelines, which resulted in a more streamlined workflow and reduced miscommunication incidents by 50%.• Conducting thorough analysis of business processes, engaging in comprehensive discussions with key stakeholders to gather requirements, and crafting scrupulous solution design documents for effective solutions.• Implemented a strategic framework for cross-departmental collaboration on application launches, ensuring that all teams adhered to project timelines and achieving 100% on-time delivery for three major projects.• Cultivated long-lasting client partnerships by implementing tailored service solutions, achieving a 25% increase in customer retention rates, and positioning Merck as a premier provider in the competitive pharmaceutical market.• Implemented a comprehensive dashboard for tracking operational metrics, now utilized by over 15 team members, facilitating real-time performance monitoring and fostering a culture of continuous improvement within service teams.• Orchestrated a comprehensive overhaul of ITSM project frameworks, driving all phases from initial architecture to final deployment; leveraged leading-edge tools resulting in a 40% reduction in incident response time.• Enhanced the accessibility of project management reporting tools, leading to a 20% increase in user engagement and ensuring stakeholders had direct access to vital project information whenever needed.

Organize and chair project steering meetings at different stages in a project's life cycleIllustrate Business Requirements and prepare requirement scope, as-is, to-be solution design documentsEstablish specifications for the solution's definition, management and deliveryPrepared go-live plan executes on time, by collaborating with cross-functional/technical teamsWork closely with project management teams to successfully monitor progress of initiativesManaging Project Governance plans, project schedules, Managing Project Goals goals, defining success criteria, project milestones, and budgets to ensure successful project deliveryConsistently improved decent relationships with clients and attain their confidence in terms of project communications and quality deliverables.Analyze data on given processes to produce trends to identify and plan improvement areasGaining an understanding of cost control measures and assisting the Product Manager to deploy the sameEstablish priorities & Service growth plans for Business aligned to Merck Infrastructure Strategy and Business FunctionsActively looks for ways to improve process efficiencies and effectiveness from Data Management and project GovernanceManage Catalog and Matrix Related Functionalities using Automation in ServiceNow and Performance Analytics Results-oriented, prioritizes work activities, plans and stays organized in order to meet commitments.Drive ITSM Project redefining Overall Architecture

• Reported to the Director and led a team of 10 members, managing project execution by developing plans with MS Project/Primavera after gathering requirements.• Collaborated with stakeholders, including Product Owners and Portfolio Managers, to craft project plans and implemented Agile (Scrum) methodology for effective project oversight.• Updated project plans regularly to incorporate agreed-upon changes, ensuring that client needs aligned with project goals throughout the Agile development process.• Facilitated Scrum ceremonies, including daily stand-ups, backlog grooming, sprint planning, reviews, and retrospectives, acting as the Scrum Master.• Executed process redevelopment based on gap analysis of ITSM/ITIL/IT4IT and Scrum frameworks, driving enhancements in business operations.• Worked as the main point of contact between clients and service delivery teams, translating business requirements into actionable solutions.• Engaged with stakeholders, development, and testing teams to finalize project requirements and business cases, while revising service level agreements and documentation.

Define and maintain the problem management procedure.Perform the management of both reactive root-cause analysis and proactive trend analysis within IT.Responsible for Post Mortem Review meetings following Major Incidents; issue a written Post Mortem report to IT management; ensure Post Mortem actions are completed in a timely manner.trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types etc; hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved.Very good understanding and awareness of the ITIL Problem management process and procedures.delivering & managing high standard communications across Customers and IT to ensure that Problems are dealt with by priority and customer needs, providing regular communications to Customers across the organisation; provide a practical representation of the Customer view within IT and the Service Centre; attend Customer meetings, review SLA performance, take part in new projects and represent the Service Centre viewpoint.Continuously improve the problem management process.Coordinate between various support teams to identify the root cause of a problem and find a workaround or solution.Ensure that the right resources are available to investigate, identify, and resolve the root cause of a problem.

• Ensure process, procedure and work instruction documentation for Problem Management activities is up-to-date• Managing incidents / problems of all kinds using e-mail alerts and tracking and analysing tools to identify trends and reduce future risks• Ensures that the individual tasks of the process are carried out with regards to agreed service quality levels• Participate and facilitate meeting as and when required• Provides status updates on problems and known errors• Conducts Problem Reviews• Responsible for liaising with and providing reports to other Service Management functions• Works with Service Desk, Incident Management, etc. to determine whether to perform Root Cause Analysis or to implement identified solutions• Defining service standards and ITIL based guidelines that serve as benchmark for excellent service delivery.• Facilitating meetings, project reviews, conference bridges and on-line meetings to disseminate and drive project completion• Developing & implementing training modules & strategy for performance improvement; developing training courseware and regular test papers, conducting process update and SLA revision trainings.• Served as a Quality Analyst for conducting the Process Compliant Audit for our Project within the company.• Preparation of SDP, PAL, PIL, RML, MAP & other audit related documents• Ensuring the Project is PCI compliant

• IT Infrastructure Management, Access Management• Installing, Maintaining and Troubleshooting P1 and P2 tickets resolution and close without escalations and updating the troubleshooting steps accurately.• Monitoring and updating Tickets (issues) through Incident management system based on ITIL Process.• Prior Announcement to the Management in case of any Hardware Installation, up gradation or Preventive• Maintenance of Servers based on ITIL Process.Co-ordinate with client if issues related to client end.• Troubleshooting Knowledge in roaming, local profile issues VLAN level Issues, Application level, URL links, FTP links And etc…• Helped the MasterCard users to get their access and operation issues sorted on different domains like Mainframe, Oracle, Unix, Tandem, Payment Manager, Base 24,Lotus Notes, Active Directory, RSA etc.• Knowledge in Server Such Mail server (MS exchange, Lotus Notes)• Daily Maintenance of servers with in the time allocated without any escalations.• Creating and Managing Groups and Roles for the User in Active Directory.• Manage all high priority Incidents and Reviews open incidents for status and priority and determine any adjustments• Coordinating with various teams to ensure that Incidents are effectively resolved within SLA and escalate both horizontally and vertically during critical and high priority Incidents tagged, and ensuring more expertise is available to resolve the incident within the said SLAs.• Ensuring that the incidents are accurately isolated and diagnosed.• Publishing outage notifications and updates are sent out to all stake holders.•

• Co ordinate with the clients and maintained a high level of satisfaction.• Oversee and coordinate the operational issues. • Responsible for designing/building/ deploying Web pages via Adobe, Corel etc.• Responsible for the day-to-day operations and the development and productivity of Teams.• Monitoring the new Recruits in the studio and helping them to come up the learning curve which was over and above my regular responsibilities due to my expertise in project knowledge• Strict time management to ensure delivery• Aligning trainers in various shifts to handle different batches.• SPOC for all type of Inter - Departmental communication.• Compliance Monitoring and Quality Assurance with feedback as and when required