Bikram Sahoo

APJC Senior Member

• Process risk identification and mitigation for all the accounts in APJC.
• Managed new account onboarding for the region and global team.
• Runs roadshow for change management team in order to aware Change Management effectiveness across other accounts.
• Created and Manage Dashboard for global leadership team which indicates key KPIs for all 98 accounts of our team in ServiceNow.
• Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
• Led teams through complex transformations, providing guidance and support throughout the process e.g. automated ticket notification process for other teams within our functions.
• Facilitated workshops and training sessions to equip staff members with tools necessary for successful adaptation during periods of transition.
• SPOC for IDEA HUB and domain Automation globally.
• SPOC for internal/EXTERNAL Audit for the APJC team.
• AUTOMATED Communication part of change management and saved 1000 man hours monthly.
• Created automations for other team which not only saved there hours but also helped them in getting accurate and specific details of there tickets.
• Created CM one stop page. It is a sharepoint site which holds information of all the accounts.
• Conducts interview for the APJC team.
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Change Manager for a dedicated account (HSBC)

• Govern the change lifecycle end-to-end within a structured process framework.
• Development and execution of change management roadmap for the successful implementation of any service.
• Proven ability to understand complex business issues and plan to align it for the desired result
• Review, Monitor and communicate the progress and final outcome of changes to all the stakeholders
• Ensure the change management skill is understood and adapted by the stakeholders.
• Participate in QBR and MSR Meetings.
• Prepare the Audit Report for global team to address the internal failures and scope of improvements.
• Create Dashboard and regularize as daily feeds which create views for leaders of our organization.
• Assign tickets to global Team as a part of queue management task.
• Hosts CAB/TRB on regular basis for all three regions and work on the agenda
• Hosts and chairs global standard change proposal meeting.
• Coordinate with other teams like Incident, problem and Service request team to accomplish any project.
• Transitioned to any new ticketing tool adapted by Customer.
• Given trainings to all global member including the leadership team.
• Developed and maintained relationships with key stakeholders, resulting in achieving 90% CSAT.
• Highlighted the importance of separating Project works with transform activities. This increased project successful accomplishment to more than 90%
• Advised and created new sub states in the closure tab for capturing change's outcome which not helped in getting the desired SLA but increased the accuracy of tracking the changes with right outcome.
• Reduced project delivery times by 15% by streamlining workflow processes and adopting agile methodologies.

• Governs the entire change lifecycle from draft to closure by approving it, sending communications to desired stake holders and checking the post implementation
• Handled change records from Infrastructure, Networks and Collaboration domain which was spread across 26 countries.
• Key player in ServiceNow transition for change management modules.
• Designed the change form and worked on the approval process.
• Created and Handled change calendar and practically supported the tool.
• CAB/TRB agenda preparation and hosting was handled
• Prepared reports and audit trails for leaders
• Prepared queries for automating reporting structure of CM
• Created SOP for change management structure
• Created and maintained Runbook for Change Management.
• Mentored junior advisors, fostering a supportive team environment focused on growth and learning.

• Part of HPSM form creation team which creates and updates the ticketing tool module forms
• Handled ticket from L1 to L3 level
• Handled P1/P2 situations single handedly and have worked with Vendor team to resolve the issues
• HPSM Integrated with monitoring tools to get alerts for critical services
• Created knowledge articles for resolved problem tickets
• Monitored HPOM tools and written policies for endpoints to resolve auto tickets
• All housekeeping activities were super visioned
• Worked in different shifts and maintained the handover with 100% accuracy
• Effective KT was delivered on need basis to new joiners