Experience

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  The linde group

  Aug 2014 - Aug 2018

  Specialist - change manager

  More than 3 years experience in the areas of ITIL Change Management, Incident Management Problem Management, Configuration Management, Process Management Areas, Service Delivery and Service Request.Environment: HP Service Management (HPSM) Tool and Spider(CMDB)Responsibilities:• Ensuring that the ITIL based Service management process is followed by every person.• Coordinate Incidents, Problems, Change& Service request tickets for resolution.• Enables all Request for Changes (RFCs) for a Change Advisory Board (CAB) meeting, issues an agenda and circulates all requests for changes to Change Advisory Board members in advance of meetings to allow prior consideration. • Liaising with all necessary parties to coordinate change building, testing and implementation, in accordance with schedules.• Updating the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality.• Imparting Change Management Process and Tool Training to Global Teams and Regions.• Categories all IM & SR as per the priority & impact on the business• Analyzing the issue and escalating it to the right support team and co ordinate with the team for resolving the issue in a given SLA.• Ensured to be able to successfully bring down the MTTR (Mean time to resolve) for all categories of incidents.• Ensure that all IM & SR’s are get attended by engineers on given time frame, & update the call accordingly, for which easy to answer management on every call• To regularly review, performance and trends in response to incidents and to provide recommendations to the Service Manager for service improvement. The emphasis is on swift resolution of critical incidents, which have severe business implication or have the potential of causing disruptions / unavailability• Understanding of IT Service Desk (ITIL based) Environment and & its day to day operations.• Producing regular management reports. Show less

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  Bt group

  Aug 2018 - now

  • ITIL Intermediate certified Service Management team manager at British Telecom

    Jul 2021 - now

  • ITIL Change and Configuration Practitioner at British Telecom

    Jul 2020 - Jul 2021

  • Change Analyst

    Aug 2018 - Jul 2020