Ashwini A P

• To obtain synergy and drive an E2E support design. All MSP engagement for ExxonMobil is to be organized into a single reporting unit under the role. Oversee and provide business guidance to Operations in providing support for IT services under scope of Customer Success and Solutions
• As Global Tower Lead, I am working with the MSP Tower Leads, Business/Support groups, and multiple LoB Service Delivery Management to execute the roles below:
• Business Operational Relationship: ✓ Escalation and Incident Management. ✓ Facilitate MSP enablement. ✓ Monthly SLA/KPI exception request. ✓ Accountable for the performance. ✓ Stewardship for vendors SLA’s and KPI’s. ✓ Monthly SLA/KPI review. ✓ Ensuring breaches of SLA are investigated and actions are taken to prevent recurrence. ✓ Working with MSP SDM on incident trends, analysis, RCAs. ✓ Work together with service owners and SDO’s to determine improvement opportunities, changes (to process & tools) and priorities. ✓ Direct reports – Tower leads, project interface, Contracts renewal, negotiations, compliance. ✓ Service readiness and project support. ✓ Operational performance and corrective actions. ✓ Performance review with service owners
• Service Level Management: ✓ Ensuring that the current and future service level requirements (service warranty) of customers are identified, understood and documented in SLA (Service Level Agreement). ✓ Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence.
• Continuous Improvement: ✓ To ensure services are delivered efficiently. The improvement initiatives identified are acted on and progress reports are provided to customers. ✓ Ensured the service level requirements (service warranty) of customers are identified, understood and documented in SLA (Service Level Agreement).
• Customer Experience/Customer Success: ✓ Manage customer complaints including their management, escalation and resolution. ✓ Ensure that training program is in place (for onboarding and ongoing agents’ proficiency).
• QM Lead: ✓ Collaborate with managed service providers (MSP) to streamline and automate the QA processes, to ensure processes are in place to gather, analyze, store and share within MSP. ✓ Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence. ✓ Accountable for completion of the ITIL Service Knowledge Management (SKMS) process. ✓ Collaborate with Quality and Knowledge Management for processes incorporation with MSP. ✓ Provide insight on Quality Management to ensure that proper Quality framework is in place. ✓ Identify and implement improvement in the QA processes to ensure efficient and quality service is delivered to business customers. ✓ Design, implement and maintain a Service Knowledge Management Systems (SKMS) that provides controlled access to knowledge, information and data per ExxonMobil guidelines. ✓ Recognize new enabling tools and technologies to simplify and manage knowledge and information effectively. ✓ Monthly SLA/KPI review for Quality and KM. ✓ Stewardship for vendors Quality and KM SLA’s and KPI’s. ✓ Working with MSP tower leads on incident trends, analysis, RCAs. ✓ Prioritize work with SDO’s.

• Expert level asset and configuration business analyst providing the day-to-day support involved in maintaining the asset data for the desktop platform, including reconciling vendor data, monitoring production feeds, reviewing and action reports, data integrity troubleshooting, ad-hoc reporting, high level data analysis, documenting processes, and testing.
• As a Business Analyst, Initiated global monthly process for vendor feed reviews. Coordinate with each vendor to reconcile the purchase data as well as destruction data.
• Performed quarterly vendor data audits by reviewing Asset & Configuration reports, auditing records for missing data, researching issues, and contacting vendors.
• Performed quarterly received feed audits by reviewing Asset & Configuration reports, auditing records for missing data, researching issues and contacting the local region techs.
• Take action on data import exceptions, data errors for all production feeds for computers, and web jet. Research and resolves any issues relating to feeds.
• Reviews feeds from SIMS disposal vendor and resolve data consistency issues.
• Submit feeds from input into Service Now Asset and Configuration. Resolves any remaining issues with SIMS. Identifies issues in writing to management and SIMS.
• Take action on INCs. Resolve the data issues having to do with discovery discrepancies.
• Create reports from Asset and Configuration including Lifecycle, PCs per Partner, Retired/Destructed, Unknown Quarterly Audit, Printer Profile and ad hoc reports queries.
• Reports finding of data integrity issues to management for inclusion in Inventory Control meetings, R task meetings or Desktop Asset Process meetings.
• Create and update the documentation and workflow diagrams for processes, and reports.
• Define requirements for fixes or enhancements to be implemented in Service Now.
• Perform Service Now Asset & Configuration releases, design discussions, planning, and UAT.
• Participates in the transition of SITM based workflow to Service Now
• Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
• Surveyed clients to ascertain requirements and expectations for product.
• Drafted reports on company financial metrics to assess successes and account for deficiencies.
• Conducted interviews with key business users to collect information on business processes and user requirements.

As a Process Analyst, Pinpointed cost-effective process improvements through simulation of potential process alterations, discovering optimal enhancements without interrupting live production efforts.

• Developed change management protocols to streamline required business process alterations through preemptive training and guidance.
• Knowledge of all client specific processes, procedures and its assets (Hardware and Software).
• Knowledge of Hardware assets and software assets and its complete life cycle.
• Knowledge of Software licensing.
• Reviewing purchase requisition created from tool ARIBA.
• Collecting quotations from stakeholders and vendors and reviewing purchase orders.
• Creating ASN (Advance Shipping Notices) and routing to data center to notify and receive the asset tag numbers and serial numbers provided.
• Creating the Delivery notification for data centers to notify the incoming/arrival of the order.
• Update and maintain the asset management database with received serial and asset tag number
• Determining /extracting the report on upcoming maintenance and renewals i.e., 90 days.
• Working on due diligence forms and sending to the stakeholders for maintenance and renewals.
• Negotiating on cost savings and terms, when applicable.
• PO and invoice confirmation from vendor.
• Ensure audit readiness of the asset management database.
• Maintaining and updating process documents on SharePoint.
• Knowledge on expense tracking and negotiation.

• As a Senior Procurement Specialist, Reviewing requisition requirements.
• Recognizing Non-Catalog purchases that should be directed to a catalog solution.
• Determining Source from Sourcing provided Master File.
• Negotiate cost savings and terms, when applicable (non-contracted sources).
• Procurement of low dollar purchases services (including source identification as needed).
• Knowledge of all client specific processes and procedures.
• Client and supplier Management on payment issues in conjunction with commodity manager.
• Ensure audit readiness of all purchasing documents.
• Resolve blocked invoices.
• Expedite and Emergency Orders and follow up on deliveries
• Made valuable contributions to planning of promotions, pricing and inventory levels, enhancing inventory flow, revenue and profits.
• Identified new and more cost-effective suppliers through participation in industry networking events, purchasing advantageous packages and cutting costs.
• Researched new vendors and partners to obtain most cost-effective pricing for goods.