Experience

• 

  Fis

  Feb 2002 - Oct 2002

  Team member

  Part of the Brokerage New Business and Mutual Funds process; provided SME (Subject Matter Expertise) in both processes and trained/mentored new recruitmentsInvolved in quality audits for both processes; updated all MIS related reports

• 

  Royal bank of scotland business

  Oct 2002 - Jul 2006

  Headed the Change Management process and focused on ensuring production environment stability amidst various change situations/initiativesParticipated in various management level service support and development reviews of Reduce Governance Board, Production Acceptance Board and Change Review Board Managed and resolved incidents/escalations; shared and implemented best practices with onshore change management teamEngaged in preparing change control reports; facilitated quality checks of all Business Change Records across the organizationSupported the IBM onshore/offshore project with respect to change management; conducted project status reviews and engaged in product definition workshops Show less

  • System Analyst Change Management

    May 2004 - Jul 2006

  • Process Developer

    Oct 2002 - Apr 2004
• 

  Fidelity international

  Jul 2006 - now

  Heading end-to-end responsibilities for Service Now Platform, Release & Service management, IT asset management and global Service desk teams for delivery. Accelerated Service now strategic roadmap and make sure to align with business outcomes. Strategic vision and direction for the platform. Set guiding principals and success criteria of the projects. Also look atProject Initiatives and improve Service maturity levels to achieve Service management transformations while reducing support cost. Project Management, Delivery, Budgeting for Infrastructure Projects, Process Improvements and Cost optimization. Leading and managing a team of cross-functional resources which has grown from 20 to 35+ and responsible for globalizing teams operationally. Reporting to Director. Release Management- Managing the key areas of release management such as Tool Administration and infrastructure, deployment across environment, automation and Technical improvements- Developing and implementing strategies and action plans with a view to enhance release management function in line with the organizational business objectives and goals - Developing Roadmaps and Solution Design to support business requirements which adheres to long terms agile strategy.- Providing tool support which includes tool upgrade, infrastructure management, backup recovery; integration with different tool sets and compliance with internal/external audits Show less Managing the entire service management portfolio comprising of Incidents, Problems, Change and Service Desk; achieving >85% service SLA targets on a consistent basisEnsuring seamless 24x7 service operations across the organization in India; coordinating with APAC and UK teams for smooth service operationsCreated a global team with Centralized Operational Framework encompassing technology, technical innovations/tools, industry-best practices and moreExpanded the communication channels for the Service Desk; implementing Chat solutions and Chat Bots enabling faster and quicker communication between Service Desk and clientsOptimizing the Incident/Problem management aspects by planning on automating the entire Incident management life cycle Focusing on simplifying the change management process/work flow; created different forums of self service, reduced delivery overheads and more while complying with audit/controls Show less Chaired the Change Advisory Board meetings to facilitate introduction of changes to group application and infrastructureEstablished effective quality controls for IT changes being delivered by global projects and service delivery teamsTransitioned/established change management tools, standards and processes globally; handled all types of conflicts/issues related to change managementMonitored and reviewed changes based on risk, impact, back-out and testing details; improved the quality gate process and ensured changes are challenged prior to CAB Show less

  • Technical Manager - Release & Service Management

    Mar 2014 - now

  • Senior Technical Manager

    Jul 2006 - now

  • Technical Specialist

    Apr 2012 - Feb 2014

  • Senior Change Analyst

    Jul 2006 - Mar 2012