Aishwarya Ramnath

Experience

• 

  Slash Support India private limited

  Mar 2005 - Sept 2005

  Technical support engineer

  Client : Linksys / Vonage Role : Member, Technical support group Roles and Responsibilities : Troubleshooting of linksys routers and switches.Resolving queries raised by the customer on billing and tariff related plans.

• 

  IBM

  Jan 2006 - Jan 2007

  Consultant

  A fresher to ITIL Concepts. Learnt on ITIL processes. Was a part of change management process.

• 

  General Motors, USA

  Jul 2006 - Apr 2007

  Job Title

  Role : Member, change management and reporting Responsibilities : Responsible for processing change requests raised by the Customer.Member of reporting team, discussion with the customer on the Number of change tickets that have missed SLA and taking Remedial steps to rectify the same by coordinating with the release management team.

• 

  Infrastructure Management Group

  May 2007 - Dec 2008

  Member

  • To meet the SLA requirements of the customer and to avail exception on change tickets that has missed SLA from the customer.• Interact with the customer on continuous service improvement Process. and to deploy the same.• Part of the change management group, ensure proper cross Functional coordination in order to enable smooth Functioning of Change management process• Interaction with the customer for getting sign offs on infrastructure and application related changes to be rolled out to the production Environment. • Problem Management: Work closely with problem manager for getting signoffs on the root cause analysis document from the Customer. • Coordination with the configuration management for updation of configuration management database after successful deployment of the change to the live environment.• Discussion with the customer in processing the execution Process document and setting up to SLA parameters for change management process. Show less

• 

  Wipro

  May 2007 - Dec 2008

  Change Analyst

  My roles and responsbilities include:• To meet the SLA requirements of the customer and to avail exception on change tickets that has missed SLA from the customer.• Interact with the customer on continuous service improvement Process. and to deploy the same.• Part of the change management group, ensure proper cross Functional coordination in order to enable smooth Functioning of Change management process• Interaction with the customer for getting sign offs on infrastructure and application related changes to be rolled out to the production Environment. • Problem Management: Work closely with problem manager for getting signoffs on the root cause analysis document from the Customer. • Coordination with the configuration management for updation of configuration management database after successful deployment of the change to the live environment.• Discussion with the customer in processing the execution Process document and setting up to SLA parameters for change management process. Show less

• 

  Logica Private Limited

  Dec 2008 - May 2010

  • To provide problem management service in line with the relevant OSL procedures. • To act a s a focal point for problem management for all internal and external customers.• Monitor problem records and follow-up at required intervals, as stated in the OLA. • Perform proactive problem management in the form of trend analysis and to raise problem calls if required.• To act in a professional and courteous manner at all times.• Identify areas of improvement of service in problem management process and to recommend the same to problem manager Show less

  • IT Consultant

    Dec 2008 - May 2010

  • Problem Coordinator

    Dec 2008 - May 2010
• 

  Logica

  Dec 2009 - May 2010

  IT Consultant

  Part of Problem Management Team .My roles and responsibilities include:• To provide problem management service in line with the relevant OSL procedures. • To act a s a focal point for problem management for all internal and external customers.• Monitor problem records and follow-up at required intervals, as stated in the OLA. • Perform proactive problem management in the form of trend analysis and to raise problem calls if required.• To act in a professional and courteous manner at all times.• Identify areas of improvement of service in problem management process and to recommend the same to problem manager Show less

• 

  Hewlett Packard Enterprise

  Jun 2010 - now

  Technology Consultant

  o To customize processes based on client requirements.o To design processes based on SMRM framework and also work closely with tool enhancement team to get the changes implemented.o Have sufficient knowledge on Provision which is a business modeling tool used to design various modelers.o Part of educational team, prepared presentations and tool walkthrough documents on tools such as Service Manager, asset manager and UCMDB.o Acquired knowledge on the 27 processes and the RACI model which involved designing the roles and responsibilities and also the business and functional principles.o Sufficient knowledge on HP Service Manager and BP4SM which acts as an illustrator and a customized tool based on SMRM principles.o Design of processes such as incident and Problem using Microsoft Visio.o Design of runtime flows from MSI( Multisupplier integration) perspective for both incident and problem Management processes.o Design of RACI mapping for Incident and Problem Management Processes.o Prepared Use cases for Incident and Problem Management Processes.Have designed incident and problem management processes for Multisupplier integration and Management.Presently workign as a Account Process Lead for Molson Coors Brewing company . Responsible for compiling SLA report and Contrinous improvement of ITIL processes including incident ,problem and change management.Reponsible for approving changes that adhere to SOX compliance and regulations. Show less

• 

  DXC Technology

  Jun 2017 - now

  • SOX Audit , Process Improvement

    Aug 2018 - now

  • Information security audit

    Jun 2017 - now