Isha Verma

Experience

• 

  HCL Comnet Limited

  Sept 2009 - Mar 2013

  Team Lead- Patch and change Management

  - Manage and motivate a service delivery team consisting of 20 members, to focus on providing expedient service delivery to internal employees located all over the globe. - Add value to the overall service delivery by pursuing a focused Change Management methodology via RFC’s(Request for Change) aimed at improving operational efficiency while reducing any associated operational outages. - Handle all team/change management escalations in a timely manner while making sure that effective checkpoints are put in place to avoid further escalations of any kind in the future. - Work with global partners to develop and document projects for standardizing and optimizing the IT infrastructure operations by implementing the most relevant solution. - Generate monthly reports depicting team performance and analyzing the date to find areas of improvements. - Drastically improved the overall service quality and level of customer satisfaction by bridging evident gaps in existing operations and improving response and resolution time associated with service interruptions. - Proactively analyzing and mining data related to frequent service interruptions for finding the associated root cause and working towards remediating the problem. - Worked on end to end implementations of various projects including multiple server deployments, designing an optimal backup retention strategy for reducing risk of data loss, multiple website deployments, monitoring and maintenance of the websites etc. -responsible for Auditing change tasks/tickets. Show less

• 

  FIS

  Mar 2013 - now

  Manage and motivate a service delivery team consisting of 40 members, to focus on providing expedient service delivery to internal employees located all over the globe.- Add value to the overall service delivery by pursuing a focused Change Management methodology via RFC’s(Request for Change) aimed at improving operational efficiency while reducing any associated operational outages. - Handle all team/change management escalations in a timely manner while making sure that effective checkpoints are put in place to avoid further escalations of any kind in the future. - Work with global partners to develop and document projects for standardizing and optimizing the IT infrastructure operations by implementing the most relevant solution. -Working on automations- Drastically improved the overall service quality and level of customer satisfaction by bridging evident gaps in existing operations and improving response and resolution time associated with service interruptions. - Proactively analyzing and mining data related to frequent service interruptions for finding the associated root cause and working towards remediating the problem. - Worked on end to end implementations of various projects including multiple server deployments, designing an optimal backup retention strategy for reducing risk of data loss, multiple website deployments, monitoring and maintenance of the websites etc. -responsible for Auditing change tasks/tickets. Show less - Manage and motivate a service delivery team consisting of 20 members, to focus on providing expedient service delivery to internal employees located all over the globe. - Add value to the overall service delivery by pursuing a focused Change Management methodology via RFC’s(Request for Change) aimed at improving operational efficiency while reducing any associated operational outages. - Handle all team/change management escalations in a timely manner while making sure that effective checkpoints are put in place to avoid further escalations of any kind in the future. - Work with global partners to develop and document projects for standardizing and optimizing the IT infrastructure operations by implementing the most relevant solution. - Generate monthly reports depicting team performance and analyzing the date to find areas of improvements. - Drastically improved the overall service quality and level of customer satisfaction by bridging evident gaps in existing operations and improving response and resolution time associated with service interruptions. - Proactively analyzing and mining data related to frequent service interruptions for finding the associated root cause and working towards remediating the problem. - Worked on end to end implementations of various projects including multiple server deployments, designing an optimal backup retention strategy for reducing risk of data loss, multiple website deployments, monitoring and maintenance of the websites etc. -responsible for Auditing change tasks/tickets. Show less

  • Associate Director

    Jul 2023 - now

  • Sr Manager Technology

    Oct 2019 - Jul 2023

  • Technology Services Manager

    Mar 2013 - Sept 2019