Ashish Kumar

• Change/ Release. Incident Evaluation – Day to day management of all active CRs, PRs & RCA including review, approval gathering and closure
• Risk Management – Conduct a root cause analysis on the control/other failures to ensure lessons are learned across the organization (PIR)
• Complete ownership of End-to-End review as per ITIL process, business risk and impact analysis, review of implementation and back-out plan of normal, emergency & standard change requests
• Drive and collaborate with multiple stakeholders on day to day operations to bring in coordination across the Technical towers, Delivery and Customers
• Expertise in Major Incident, Problem, Change and Service Level Management
• Conduct periodic assessments to improve/enhance ITIL Process Maturity from the baseline
• Define and drive service improvement programs to address the process gaps observed through audits and reviews

Change Analyst

• Responsible for end to end management of the changes and Problem among all the Network support activities.
• Organizing the CAB and tabling all requests for Changes (RFCs) for a Change Advisory Board (CAB)
• Working closely on Problem records generated from high priority incidents occurred in the Networks Infrastructure and Creating Post Incident review form containing each and every timeline of the incident occurred.
• Taking care of the Emergency Changes and rectorial Changes for the running incidents.
• Collaborating with department leaders and project sponsors to define and develop projects.
• Establishing projects plans, including deadlines and priorities.
• Mitigated risks associated with organizational changes through diligent risk assessment and contingency planning.

PMO

• Supervising the project management process to ensure work meets quality standards and falls within established deadlines and budgets
• Documenting the project’s progress and providing regular updates to key stakeholders.
• Ensuring the efficiency of project processes, making adjustments as needed.
• Produced and Delivered Dashboards and Reports.

Team Leader, Operations

• Prioritizing daily tasks in Salesforce and exception handling.
• · Manage all client SLAs, such as productivity, utilization, quality etc.
• · Responsible for identifying areas of improvement and developing & implementing plans to address the same
• · Facilitating project calls & monthly reviews for all stakeholders, internal as well as external
• · Handling escalations, managing risk, and providing best possible solution to the client
• · Handling all internal & external ISO & Quality Audit related documentation
• · Handling multiple special projects basis client need, & while ensuring complete success on all parameters
• · Responsible for client communication, project discussions, and compliance on all deliverable