Pooja Jain

Experience

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  Wipro

  Sept 2006 - Jan 2016

  Assistant Manager

  At Wipro, I worked in different capacities and earned authority to oversee service desk management functions, to ensure end-to-end ownership of incidents and service requests. Here, I served as a vital resource for IT Service Management - Major Incident, Incident, Change, Problem and Release Management.Instrumental in managing daily support operations and provided assistance on complex trouble tickets; acted as Single Point of Contact (SPOC) to meet the communication needs of users & IT staff, thereby to satisfy both Customer and IT Provider objectivesShouldered responsibilities as :o Corporate & Behavioural Trainer (NHT, CIG Coach, iLearn Coach) o Subject-matter Expert (SME) or domain Created a comprehensive metrics tracking system to monitor service delivery performance, customer metrics, LOB metrics; this tool provided senior management reporting Show less

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  ISYX Technologies

  Jan 2016 - Jun 2016

  Quality Assurance Consultant

  As ISC Quality Specialist Consultant, I designed ICT infrastructure & information security solutions entailing IT & business process consulting, BCP-DR solutions, ERP solutions, analytics, enterprise mobility & enterprise management.Worked in close relation with internal/external customers to consult on technical solutions, project planning, issue resolution, and implementation assessments

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  Vyom Labs

  Jun 2016 - May 2017

  Service Delivery Manager

  As Vyom Labs, I significantly administered overall service delivery functions, to ensure end-to-end ownership of incidents and service requests. I maintained a desired level of excellence for BMC’s premium customers’ by providing them constant support; conceptualized strategies to resolve product related issues in timely manner.SPOC for any escalations; measured quality & process adherence of the delivery teamEfficiently optimized resource utilization by implementation of an effective delivery organization; planned as well as instituted service improvement measures (SIPs)Steered Key Stakeholder Engagement initiatives for critical issue follow-up and action items Show less

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  First Abu Dhabi Bank (FAB)

  Aug 2017 - now

  • Associate Vice President

    Jun 2022 - now

  • Risk and Governance Consultant

    Aug 2017 - May 2022