Amrit Kaur Randhawa

· Currently working as a Hardware Refresh Project manager and is responsible for replacing around 17k hardware with the newest version of the equipment to combat performance and capacity issues.

· Responsible for the forecast, scheduling and maintaining the entire life cycle of the devices approaching thier end of life.

· Build strong cross-region and cross service-line relationships to ensure that solutions are fully understood, planned and executed by project delivery teams.

· Ensuring progress is regularly monitored against the baseline, ensuring delivery remains on track and strategically aligned. This is achieved through regular progress reporting, staging and phase gates.

· Balance activities, ensuring the volume of change is manageable and impact to BAU is acceptable.

· Acts as a point of escalation for issues or problems related to Hardware Refresh delivery raised by users, suppliers and or Geography IT.

· Drive & communicate high level of compliance through detailed reporting and dash boarding.

· Reporting compliance to KPI's and refresh targets.

· Analyzed project performance data to identify areas of improvement.

Meticulous ITSM Lead with a superior customer service record.

Experience and knowledge of Change, Incident and Problem management principles, methodologies and tools.

Change Management:

o Assessing Urgent, Emergency, Nonstandard and Standard changes and deciding on the approval, delay or rejection of changes/RFCs.

o Conduct post-Implementation reviews (PIR) to assess the decisions and performance related to the change request.

o Deep Dive on RCA with practices to identify the relation with Change.

Incident Management:

o Working with Product & Service Owners to review on the incidents managed within respective IT services.

o Reviewing & analyzing the daily/weekly/monthly Incident tickets with respect to identification, categorization, Impact, and resolution processed as per Incident Process management.

Problem Management:

o Analyzing the problem tickets raised and identifying recurring incidents with categorization of the problem and reporting to the respective technical teams.

o Working with Service owners/Product owners on the planned high impact change to proactively identify & manage the forecasted high incident / problem tickets.

o Assist the problem management team and review the daily/weekly status.

· Responsible for implementing & monitoring offshore Change Management Processes based on the ITIL framework and Internal Change Management Governance and Policy framework.

· Responsible to take action to ensure Change related incidents are validated and internal change processes are improved to avoid future impacts.

· Creating and amending change management document with the latest change in process etc.

· Ensuring the Defined and formalize a global standard and compliance are adhered.

· Updates the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality.

· SLA adherence & compliance with monthly reporting as appropriate and Governance

· Generating weekly/monthly regular management reports.

Worked as a Subject Matter Expert for a Telecom Revenue Assurance UK based project.

Responsible to

· To provide first hand support to the Sr. Consultant and Team Manager in UK with regards to projects, traffic assurance process and Controls improvement.

· To drive and assist in the resolution of revenue loss causing incidents.