Dynamic Sr ITIL Process Analyst with a proven track record at Accenture, excelling in change management and stakeholder engagement. Expert in implementing ITIL frameworks to enhance service improvement and operational support, driving significant process efficiencies. Adept at cross-functional collaboration, ensuring business continuity and risk assessment in high-stakes environments.
1. Currys UK: Problem Manager and SIAM Capability Lead: Initiate problem analysis, problem task creation, and PRB update; review of recurring incidents to create proactive problem tickets, RCA review, PRB reliability meetings, reporting, and 5 Whys expert.
Worked as a SIAM Capability Lead for the client, maintaining multiple suppliers, conducting supplier governance, building supplier relationships, serving as the client relationship manager for suppliers and Accenture, and managing KPIs for suppliers and Accenture for SIAM capability.
environment.
2. Mortgage Cadence US: CMDB Manager: Set up CMDB from scratch, gathering CIs for both on-prem and Azure in collaboration with various teams, preparation of MSL (Master Server List) for both hardware vendors and internal support teams, finalized the attributes to be maintained for CIs, discovery of CIs, ServiceNow discovery, mapping of CIs and relationship building, reconciliation and maintenance including audits of CMDB.
3. Dyson Technologies US: Incident Manager: Handled bridge calls, prepared service announcements, identified, managed and resolved time-sensitive escalations, performed incident triage via the SWARMING technique, and follow-up, as well as maintained chronology for SEV 1 incident impact.
Analysis, breached ticket analysis, outage record creation, and client presentation, trend analysis, reporting (MSR, WSR), tracking, and documenting incidents from initial detection through final resolution.
4. SAP India: Hypercare Lead for SAP Data Centre Migrations, coordinated and planned DC migration from on-prem to Azure, lessons learned, and Scrum planning for future migrations.
1. Rank UK: Change Manager: Reviewed and approved the changes related to the business-critical applications, updated the change calendar, conducted CABs/ECABs, CTASK follow-up, change coordination during execution including apps/infrastructure team, monthly change report depicting authorized/unauthorized changes, failed and partially successful changes, retrospective changes tracking, KPIs, change closure, and post-implementation review. Develops
Collaborative project plans for the best implementation and adoption of a service-oriented approach for change management. Managed the client's ITIL Change Management process and governance. Drove the Change Management practice from a strategic and tactical perspective to understand requirements. Analyzed current assessments, operational efforts, and provide recommendations for improvements to all operational processes. Designed and developed Change Management best practices for the organization and
Managing Change Advisory Board meetings. Drove steady state and continuous improvement in the ITSM ops support. Proactively Identified Change Management solutions and engage other department stakeholders to Ensure they are comprehensive. Document process, procedures, and work instructions. Initiated problem analysis, create problem tasks and PRB updates, review of recurring incidents to create proactive problem tickets, and conduct RCA reviews.
Reliability meetings, reporting, and 5 Whys expert.
2. AbbVie US: Continual Improvement Expert: I have suggested and built a Concurrent License Server for
ITSM tool to solve active user license issues, saving costs, given process automations, forward.
Change scheduler, Change Workbench, integrations of Monitoring Tools (Splunk, Zabbix, Solar).
Winds, Nagios, and New Relic, with IT Service Management tools such as ServiceNow, Salesforce, and Change.
Gear, Automatic CTASK creations for multiple types of CRs to reduce time.
3. Airtel South Africa: Change Manager, Release Manager: Reviewed, approved the changes related to business-critical Applications, Updated Change Calendar, Conducted CABs/ECABs, CTASK follow-up. Change Coordination during execution, with Apps/Infra team, Monthly Change Report depicting authorized/unauthorized changes, Failed, and Partial Successful changes, Retrospective etc. Change tracking, KPIs, change closure, and post-implementation review. Developed Collaborative project plans for the best implementation and adoption of a service-oriented.
Approach for Change Management. Managed the client's ITIL Change Management Process and governance. Drove the Change Management practice from a strategic and Tactical perspective to understand requirements. Analyzed current assessments, operational efforts and provided recommendations for improvements to all operational processes. Designed and developed Change Management best practices for the organization, including.
Managing Change Advisory Board meetings. Drove steady state and continuous improvement In the ITSM ops support. Participated in other related values, discussions to understand requirements and ITSM operations management. Proactively Identified Change Management solutions and engaged other department stakeholders, to ensure they are comprehensive. Documented process, procedures, and work instructions.