Experience

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  Social security system

  Jun 2003 - Dec 2003

  Ojt

  Internship. Responsible for maintaining network connectivity which includes cabling and LAN /WAN devices configuration/monitoring.

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  Sykes

  May 2004 - May 2012

  • Accountable for providing an accurate reporting to the client• Ensures that all agents are aware of their daily, weekly and monthly personal/team performance• Accountable for reaching and maintaining the level of technical competence and customer service skills of the agents• Responsible for answering calls when needed as communicated by the Account Manager (daily/weekly conference calls)• Responsible for the team schedule and work with other support groups for other training schedules• Ensures that service levels are achieved as communicated by the Account Manager• Responsible for motivating the team thru various team activities• Responsible for monitoring the performance of the team and provide coaching session when needed• Responsible for the weekly one on one feedback session with the techs.• Responsible for escalation calls and emails. Show less

  • Team Manager

    Aug 2006 - May 2012

  • Technical Support Professional (Tier 1.5 SME)

    Jun 2005 - Aug 2006

  • Technical Support Professional

    May 2005 - Jun 2005

  • Technical Support Representative

    May 2004 - May 2005
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  Hp

  Jun 2012 - Oct 2015

  - Defines and owns the end-to-end change management process - Acts as over-all coordinator, governance and single point of contact for the E2E Change Management Process- Owns and maintains Change Calendar (Downtime activities, Implementations, Cutover schedules, ELS)- Facilitates regular/formal CAB meetings: sending of agenda, leading the call and sending of minutes of the CAB meeting- Facilitates regular/formal TAB meetings: sending of agenda, leading the call and ensuring that all target audience are present- Aligns and documents all implementation timings for the coming weekend to all key stakeholders including all Change Managers for the communication plan- Owns metrics gathering and collection of service improvement feedback- Leads regular review of the Change Management process metrics and results.- Owns the Service Improvement Plan for Change Management Process in the given area- Owns all change management related documents in a single repository- Publishes forward schedule of changes- Acts as the escalation contact for Change – related concerns in the given area Show less - Acts as the HP Service Level Manager for a given application ensuring that HP Application Management Organization is able to meet the service levels agreed with the client's Operations Manager as a part of setup of the Service (E2E ownership of Service Level Agreement)- Serves as HP Application Management single point of contact to the Application Business owners on the client side and to the rest of HP organization- Manages client's expectations and controls all ITSM processes which affect Service Delivery:Service Strategy- Formulates, agrees and maintains an appropriate SLM structure for the application, to include SLA structure (e.g. Service based, Customer based or multi-level), OLAs within the IT Provider organization, and third Party Supplier / Contract Management relationships (if applicable)Service Design- Negotiates, agrees and maintains the SLAs/SDDE of the applications with the Customer- Negotiates, agrees and maintains the OLAs with the IT provider.- Analyses and reviews application performance against the SLAs and OLAs Service Transition- Change Management for the service – follow-up, control, responsibility for process compliance- Ensures support structure for service is in place and resources are capable of supporting the serviceService Operations- Incident management for the service – follow-up, control, responsibility for process compliance- Problem Owner for problems specific to the individual applicationContinual Service Improvements- Organizes and maintains the regular Service Level review process with both the IT Customer and IT provider which it covers- Initiates and drives any actions required to maintain or improve service levels Show less

  • E2E Change Management Process Owner

    May 2014 - Oct 2015

  • Service Level Manager

    Jun 2012 - Apr 2014
• 

  Hewlett packard enterprise

  Nov 2015 - Mar 2017

  • Act as the ITIL subject matter expert in the organization. • Responsible for the effective design and implementation of ITIL processes supporting operational excellence.• Ensure proper documentation, dissemination and deployment of ITIL best practices in the team. • Ensure team’s adherence to Account’s ITIL policies, processes and related guidelines. • Identify process improvement areas, draft and coordinate service improvement plans.• Develop and implement operational and process KPI’s and critical success factors that supports over-all business and service objectives. • Act as advocate for ITIL processes and ensure proper training is conducted.• Ensure process integration across the processes that we decide to implement. • Manage process exceptions. • Act as process manager (Incident Manager, Problem Manager, etc.) where needed. - Ensure process is executed appropriately for the defined operational steps. - Ensure appropriate inputs / outputs are produced. - Guide process practitioners appropriately. - Produce and monitor process KPI reports. - Support audits where applicable. Show less

  • ITIL Process Governance Lead

    Nov 2016 - Mar 2017

  • E2E Change Management Process Owner

    Nov 2015 - Oct 2016
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  Dxc technology

  Oct 2016 - now

  • Owns customer operational relationship. Develops & nurtures to excellent customer satisfaction. • Grow understanding of customer to analyze delivery requirements & contribute to customer strategic business plan.• Understands Service Delivery requirements and align to account strategy.• Supports all delivery organizations to timely, cost-effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources, and coordination.• Contact for operational & tactical issues representing delivery of all services (all functions) to the customer. Manages performance metrics, reporting, escalation & communication. • Establishes labor demand & supply process.• Manages cost target commitments for all service delivery requirements implementing & monitoring expense control. • Identifies incremental revenue opportunities Develop and implement operational and process KPI’s and critical success factors that supports over-all business. Show less • Act as the ITIL subject matter expert in the organization. • Responsible for the effective design and implementation of ITIL processes supporting operational excellence.• Ensure proper documentation, dissemination and deployment of ITIL best practices in the team. • Ensure team’s adherence to Account’s ITIL policies, processes and related guidelines. • Identify process improvement areas, draft and coordinate service improvement plans.• Develop and implement operational and process KPI’s and critical success factors that supports over-all business and service objectives. • Act as advocate for ITIL processes and ensure proper training is conducted.• Ensure process integration across the processes that we decide to implement. • Manage process exceptions. • Act as process manager (Incident Manager, Problem Manager, etc.) where needed. - Ensure process is executed appropriately for the defined operational steps. - Ensure appropriate inputs / outputs are produced. - Guide process practitioners appropriately. - Produce and monitor process KPI reports. - Support audits where applicable. Show less

  • Account Delivery Manager

    May 2023 - now

  • ITIL Process Governance Lead

    Oct 2016 - Apr 2023