Sharmistha Mallik

Key Feature Highlights
• Cisco Live events (5); WebEx Year-End, Quarter End and Year-End Freeze - Driving IT engagement to ensure the stability of the IT solutions – applications, infrastructure, and devices supporting the events.
• Established automated Change Risk Calculation and Approval criteria - Reduce RFC approval investment without increasing risk to service continuity. 69% Reduction in Business approvals and improved productivity by 52%.
• Cloud Change Management process - Completed pilot for end-to-end change process solution for Cloud application. Platform Checklist - Observability - Governance - Approvals.
• BOT Implementation: Improved Change user experience by ~30-35%
• Change Prediction Model - Uses core techniques of AI/ML, data mining, pattern analysis, and probability to forecast the risk of a Change request. 60% accuracy rate. Oversaw entire feature deployment from vision, requirement discussion, development, and creation to rollout and delivery.
•Error Budget - Executed pilot project with 2 Service Teams. Provides metrics and guidelines for pursuing maximum change velocity without violating a Service's availability by leveraging SLI processes.
•ServiceNow Mobile Agent Functionality - Improved usability and scalability by 30%. Optimized the change review & approval process by 40-45% by enabling the change features in the NOW Mobile tool.
•APIs Enablement - Enabling automation of change process by 62%, Supports transactions of approx ~120-150 CRs quaterly.
•Scoring Mechanism for Service teams - Leveraged change process metrics to enable a rating system for Service teams implementing changes.
•Learning & Development Training - Fiscal training enables change tool access, and process refreshment, benefitting 3K+ users.
•Enabling multiple OOB solutions over Tool customization - Resulted in 40% cost optimization, better resource utilization, and smooth platform upgrades.
•Oversaw ServiceNow Platform Upgrades (10 platform releases) Jakarta to San Diego Platform release. Identify new features, UAT, BAT, post-go-live production support, and Org-adoption.Jakarta to San Diego. Platform release. Identify new features, UAT, BAT, post-go-live production support, and Org-adoption.

• Established Change process to enable organization to make beneficial changes while; minimizing potential service downtime and ensuring that requests for change are recorded, reviewed, authorized, planned, tested, implemented, and documented in controlled and consistent manner.
• Subject Matter Expertise in ITSM Change management principles, methodologies and tools.
• Client Engagement Lead, sharing Change best practices with Customers.
• Embeded learning from PIR into enhance Change process
• SOx compliant process. OKR and KPIs metrics.

• Governed process and procedure for Configuration Items (CIs) and Service, Application, Database and Infrastructure devices mapping,dependency mapping
• Established Data Quality and Audit framework for Service Portfolio and Application portfolio
• Enabled data certification process for invalid attributes/roles within Application Management.
• Monitored and facilitate interdependencies with other tools and processes to ensure data is valid and synchronized.
• Led Configuration Management Advisory Board Meetings, Gather requirements, prioritize and work with Development team to implement enhancements/bug fixes.

• Driven major and critical incidents to resolution and ensure accurate and timely customer and executive level communications
• Implemented Event Management process to handle low business impacting incidents; saving resource hours
• Ensured that incident management processes are followed and that incident post mortem are completed to capture process deviations and areas for improvements.
• Generate MTTR, KPI and CSF Metrics
• Incident Resolution handoffs along with detailed notes and summary of business impact and duration to Problem Management team.

• Responsible for managing moderate service impacting incidents as part of 24/7 global Cisco Operation team
• Developed Incident Management process and procedures aligned with ITIL/ITSM framework. Drive incidents to resolution, providing structure, coordination, and timely updates
• Defined Critical Success Factors and Key Performance Indicators (KPIs)
• Reduced MTTR by 20% by enabling Recurring Incident Process.

• Assigned Service tickets to L1 and L2 technical support teams
• Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.