APOORVA MITAL

• Service Owner managing and monitoring Change Control and Release management for Health Care Systems (HCS) Business Applications
• Leading CSI initiative for automating HCS manual paper-based Change Control process by moving to Enterprise IRIS (ServiceNow) Change Management process thus resulting in reduction of total manual change efforts by 30%.
• Training and mentoring IT and Business teams on IRIS end to end change Management process
• Trusted advisor to and partner with Senior Executives, Directors, Managers to ensure a smooth and robust Change and Release management at HCS
• Driving Service Reliability improvement of Data & Analytics application portfolio through careful Identification, Classification, Prioritization & prevention strategy leading to a reduction in recurring ticket count by 25% and SLA (TTRC & TTR) achievement > 90%
• Coaching AMS teams on Knowledge Centric support (KCS) for resolving incidents and designed a quality scorecard for rating Knowledge Articles (KA) attached for resolving tickets thus improving MTTR SLA
• Successfully transitioned and maintained OMP+ functionality deployments (releases/sprints) from Projects to Steady State Operations working closely with Build/Project teams gaining good understanding of their Jira Kanban board.
• Leading stakeholder communications, client management and executive level reporting for engagement performance
• Supporting large transformational RFI/RFP responses in Life Sciences sector to get new business

• Close coordination with onsite solution & sales teams (internal stakeholders) for preparation of Techno-commercial proposal for clients to bring in more than $8 Mn in yearly sales
• Interfacing with client’s business and IT teams (external stakeholders) to understand As-Is state/ pain points by conducting discovery workshops.
• Technical Documentation - End to end proposals consisting of (Value Proposition, Solution, Timelines & Financials); User manuals; end user training manuals.
• On-boarding new sales team members on solution offerings through WebEx presentations, one-to-one sessions, internal newsletters and thought leadership papers.
• Streamlined operational efficiencies by delivering recommendations for knowledge-base processes and procedures.
• Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.

• Designed and validated test support systems for Insurance services of Bank
• Led automation of the standard release level manual regression and Business test cases.
• Developed, maintained automation scripts every release and ensured execution as per agreed cycle time.
• Ensured the quality of deliverables by defining standard review checklists and performing quality checks.
• Improved efficiency by reducing workload from 63 man-hours to half a day for two parallel machines.

• Independent Verification & Validation testing of a US Telecom Major OSS/BSS portal to help them achieve Networx Universal contract.
• Performed Gap analysis by comparing GSA’s (General Services Administration) Networx RFP documents and Qwest’s requirement document.
• Designing and executing the test cases based on the Gap analysis, for GSA certification testing.
• Interfacing with Qwest technical team regarding major bug fixes and leading issue resolution as per Service Level Agreement.