Sukriti Biswas

Experience

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  Wipro Limited

  Mar 2013 - Jul 2019

  • Effectively planned and managed support for change management, incident management, problem management, and escalation management tools and processes, modifying the ServiceNow tool based on customer requirements and ITIL best practices, while interfacing with service providers and 17 stakeholder agencies as the programmatic lead for multiple conferences/engagements.• Maintained the change schedule and projected service outage, coordinated interfaces between change management and other processes, reviewed specific categories of RFCs, planned, scheduled, and chaired CAB meetings, and formally authorized changes at agreed points in the change lifecycle.• Actively participated in change reviews, monitored progress on the resolution of known errors, advised incident management staff on the best available workarounds for incidents, updated the KEDB with new or updated known errors and workarounds, and assisted with handling major incidents while identifying their root causes.• Established and maintained constructive relationships between service providers and customers based on understanding the customer and their business drivers, analyzed value chains and core competencies for long-term opportunity positioning, managed customer complaints including recording, management, escalation (when necessary), and resolution, and measured, recorded, analyzed, and improved customer satisfaction.• Led the Undersecretary of Defense for Intelligence account to develop business process improvement and reengineering strategies, engaged in collection and analysis to provide a baseline assessment within integrated collection management, led bilateral and multilateral collaborative stakeholder engagement and training, and leveraged research, analytics, and industry insights to assist in designing critical strategic planning programs Show less • Exceptional proficiency in managing high-severity and major incidents, ensuring service availability with minimal delay and impact, while maintaining smooth operations in an Infrastructure environment.• Demonstrated excellence in change management for BC & Non-BC Component Landscapes, coordinating and managing IT Configuration Items in SNOW, as well as testing and executing Disaster Recovery Plans and Back-up and Restore procedures for portfolio landscapes.• Proven success in providing post-implementation, enhancement, and maintenance support to clients for applications, while implementing solutions that effectively resolve problems or provide improvement-based solutions.• Outstanding stakeholder communication skills, forging strong and lasting relationships from the C-Suite level down to the end-user level, with a proven record of executing and driving successful outcomes. Show less Shell Ltd - • Exceptional proficiency in managing high-severity and major incidents, ensuring service availability with minimal delay and impact, while maintaining smooth operations in an Infrastructure environment.• Demonstrated excellence in change management for BC & Non-BC Component Landscapes, coordinating and managing IT Configuration Items in SNOW, as well as testing and executing Disaster Recovery Plans and Back-up and Restore procedures for portfolio landscapes.• Proven success in providing post-implementation, enhancement, and maintenance support to clients for applications, while implementing solutions that effectively resolve problems or provide improvement-based solutions.• Outstanding stakeholder communication skills, forging strong and lasting relationships from the C-Suite level down to the end-user level, with a proven record of executing and driving successful outcomes. Show less Shell Ltd - Project Engineer - • Exceptional proficiency in managing high-severity and major incidents, ensuring service availability with minimal delay and impact, while maintaining smooth operations in an Infrastructure environment.• Demonstrated excellence in change management for BC & Non-BC Component Landscapes, coordinating and managing IT Configuration Items in SNOW, as well as testing and executing Disaster Recovery Plans and Back-up and Restore procedures for portfolio landscapes.• Proven success in providing post-implementation, enhancement, and maintenance support to clients for applications, while implementing solutions that effectively resolve problems or provide improvement-based solutions.• Outstanding stakeholder communication skills, forging strong and lasting relationships from the C-Suite level down to the end-user level, with a proven record of executing and driving successful outcomes. Show less Wipro provided special training and development for 90 days which included orientation, fluency and technical sessions. Included practical sessions and allows to track down a profession. I was trained on Remote Infrastructure Management.• Trained to monitor and manage all elements of enterprise infrastructure and resolving any issues from remote locations.• Trained on the process of monitoring and managing IT infrastructure (data center, networks, email, devices, storage, ERP, OS, security, servers, support, database, applications, telephony, and services) from a remote location with the ability to perform remedial actions to enable continuous availability. • With RIM, trained on the role of an administrator who needs to make on-site repairs only when hardware fails. Show less

  • Change Manager

    Apr 2017 - Jul 2019

  • Onsite Coordinator

    Feb 2016 - Mar 2017

  • System Analyst L3

    Feb 2014 - Feb 2016

  • System Analyst L2

    Jul 2013 - Feb 2014

  • Trainee

    Mar 2013 - Jun 2013
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  Wipro Solutions Canada Limited (Calgary)

  Jul 2019 - Jul 2023

  Enbridge - Change & Release Manager:• Lead change management initiatives within structured process framework, implementing best practices to ensure secure environment and support continual service improvements.• Develop strategic approaches for managing change and assess organizational readiness to minimize potential risks and enhance operational efficiency.• Oversee change portfolio management, evaluate resistance to change at user, process, and technology levels, and coordinate with the Change Advisory Board for high-risk changes.• Design and deliver specialized training resources to targeted user bases, evaluate change impact, and conduct post-implementation reviews to assess change requests performance.• Serve as release manager and streamline release management process, focusing on fine details of assembling various interrelated components to meet quality benchmarks.• Closely liaise with key stakeholders to align requirements, testing, and release calendar of necessary components.• Cooperate with software development teams to conceptualize solution-based release.• Manage schedules to satisfy interdependencies, enable continuous delivery of solutions, address client expectations, and increase satisfaction rates. Show less ATCO Groups - Cross-Functional Manager:• Spearheaded a multi-billion-dollar IT network infrastructure realignment project, facilitating cross-functional collaboration, and engaged with multiple stakeholder agencies to optimize long-term opportunities.• Developed business process improvement strategies for the Undersecretary of Defense for Intelligence account and conducted integrated collection management assessments to drive organizational success.• Fostered strong relationships and led bilateral and multilateral stakeholder engagement and training, leveraging research, analytics, and industry insights to support critical strategic planning initiatives.• Managed customer complaints and satisfaction by understanding their business drivers, effectively handling resolution, and continuously analyzing and improving customer experience. Show less

  • Change And Release Manager

    Aug 2021 - Jul 2023

  • Cross-Functional Manager

    Jul 2019 - Jul 2021
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  Alberta Pensions Services Corporation (APS)

  Jul 2023 - now

  Change and Release Management Specialist