Sheuli S.

Experience

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  Capgemini

  Jun 2012 - Apr 2015

  Major Incident Manager

  • Responsible for prioritization, coordination and documentation of all incidents classified as critical and act as a single point of contact between the Service Desks, Support Group and users.• Effectively managed Customer Service Level Agreements for all escalated incidents reducing account related financial penalties and improving the service delivery.• Managed all critical incidents (Priority 1/2) across all customers through to resolution.• Implement, adapts and improves operations to achieve incident management SLAs. Actively seeks out opportunities to improve business and operational processes/procedures relating to major incidents.• Coordinating with the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently• Implementing MIM effectiveness tracker to maximize the efficiency and overall effectiveness of the MIM process resulting towards service delivery.• Responsible for highlighting and informing operational risks to Service delivery team during major incidents.• Conduct periodic reviews and quality audits of all incidents related documentation Show less

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  HCL Technologies (Infrastructure Services Division)

  Jun 2015 - Jul 2016

  Incident and Problem Management Lead

  • Acted as a point of contact for Service Desk and Resolver Group Analysts to escalate Major Incidents Coordinate resources and actions to expedite technical recovery after a major incident and to provide real-time communication to all internal and external stakeholders detailing specific recovery actions, plans, and status.• Handled ServiceNow tool transition across Incident and Problem Management process.• High-level technical service restoration plan ownership across all Infrastructure services and Resolver Group involved in MI / P1 / P2 incidents to meet SLAs.• Ensured that root cause was established for all major incidents and that a formal RCA was published within agreed SLAs• Defined reporting requirements needed in the management of the incident, outage, and problem management processes.• Conducted process review for Incident/ Problem Management and implemented enhancements and document process.• Created and reviewed incident and problem management reports; change and release reports to identify action plans to improve key performance indicators as necessary across all resolver groups and support teams. Show less

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  Atos

  Aug 2016 - Feb 2019

  Problem Manager

  • Responsible for problem control, error control and the production of problem management information.• Create and manage all problem tickets throughout their lifecycle and facilitate regular Incident and Problem review meetings• Identify, analyze, and resolve problems within the environment's integrated systems and applications, escalating to second-level and third-level support as required by performing proactive problem management.• Identify root causes, trends, and potential sources of problems and provide short-term, work-around solutions.• Document activities and provide updates within the team and to the clients as part of the problem management process.• Conduct Bi-weekly meetings with support teams/onshore members to review actions and tasks progress.• Create monthly problem management report to track the KPIs and trend analysis Show less

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  Capgemini

  Feb 2020 - Apr 2021

  Problem Manager and Change Control

  • Transitioned the Service Now Tool migration, and defined the client's Incident, change and problem management process as per the ITIL best practices. Worked with the Tools and SLM team to configure the SLAs on the tool.• Single point of contact for Problem Management and change control process.• Created and managed all problem tickets throughout their lifecycle and facilitated regular Incident and Problem review meetings to facilitate a swift and effective resolution.• Identified root causes, trends, and potential sources of problems via trend analysis and provided short-term workaround / permanent solutions/ initiated the most appropriate and economical Problem solution • Monitored and ensured that the Change Management process was being adhered to minimize the impact of change-related incidents and improve the organization's day-to-day operations.• Chaired the Change Advisory Board (CAB) meeting and for convening the Emergency CAB committee where needed.• Providing post-implementation status updates and support to stakeholders.• Assessed the change impact by conducting impact analyses, assessing change readiness, and identifying key stakeholders.• Contributed to the Continual Service Improvements (CSI) activities to ensure service improvements, processes, practices, and tools.• Produced and improved Operational documentation to strengthen the support chain through efficient KM tools.• Analyzed data to understand data trends, presented findings and offered improvements/resolutions to system issues. Show less

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  LTI - Larsen & Toubro Infotech

  Apr 2021 - Jun 2022

  Service Management - ITIL Process Manager

  • Performed operational governance through key ITIL processes like Incident, Problem, Change, Service Level Management, and other key ITIL processes.• Successfully transitioned the Service Now Tool Migration across the ITIL Process modules – Incident, problem, and change management. Integrated and streamlined the key ITIL best practices as a part of process improvement.• Worked closely with IT stakeholders to collectively provide support, advice, and recommendation as a subject matter expert for the Service Management team.• Document, review, and maintain core Service Management SOPs, applying ITIL ITSM principles to team practices• Monitor, track, and publish SLA/ KPI dashboards to internal (GBS) and external stakeholders (Entity/ Corporate functional heads).• Actively involved in Change advisory board meetings and ensure governance on the Infrastructure and Applications changes, ensure that all changes follow the Change management lifecycle and adhere to the defined Change Process.• Supported key measurements and targets for the end user and service satisfaction and improved processes to ensure consistent execution of IT services, always ensuring compliance with IT policies and requirements.• Delivered continuous improvement for existing operational processes through analysis of incident and change tickets. Bringing improvement of tools and processes by providing timely feedback to the tools team and being responsible for tracking the progress. • Responsible for providing daily Operations related updates to the leadership through a daily deck covering Incidents, Major incidents, Problems, SACM, SLIM, non -ITIL process, & Change summary.• Responsible for informing operational risks and taking them to closure. Show less

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  HSBC

  Jun 2022 - Apr 2024

  Project Manager

  • Create, monitor, update, and refresh technology net zero strategy to help achieve net zero objectives in the banks’ operations.• Liaison with net zero Programme sponsors, owners and thought partners to ensure technology net zero strategy is in line with the banks’ objectives in transitioning to net zero• Collaborate with net zero Programme Sponsor to represent the technology net zero at IT Executive committee to present strategy, seek funding and feedback, report on the progress, and escalate any risks and issues• Liaison with Group Sustainability to understand any carbon/ net zero related policy changes to be implemented across Technology• Manage the development and monitoring of project workplans and budgets; work closely with the finance manager on finance reporting and budget tracking • Develop and administer Terms of Reference and Contracts of external consultants, as well as ensure timely and high-quality submission of agreed deliverables and outputs • Manage project consultants and work with internal cross functional team members to ensure successful delivery of projects (as relevant) • Identify project risks and together with impact manager oversee risk management and monitoring and evaluation framework• Advise on communication campaigns related to net zero and decarbonization for awareness across the Technology sector within the bank. Show less

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  Department of Government Enablement

  Apr 2024 - now

  ITIL Process Consultant