JUBIN JHAMB

• Oversee day-to-day operations related to Change Management, ensuring proper assessment and impact analysis of Change Requests across Service Providers
• Ensure compliance with Change Process, conduct audits, and provide feedback for process improvement
• Chair the Change Advisory Board (CAB) meetings and convene emergency CAB meetings as required
• Approve low-risk/non-commercial Requests for Change and coordinate implementation of Changes involving multiple Service Providers
• Develop and maintain the Change & Release Calendar, evaluate impact and risk assessments, and ensure proper documentation of plans
• Provide guidance to internal and external Service Providers in fulfilling their Change Management roles and responsibilities
• Analyze Change Management KPI/SLA for improvement and regularly monitor implementation time, backlog, and change effectiveness
• Consolidate reports related to Change Management from all Service Providers
• Identify and implement process improvements and enhancements in the ITSM platform
• Conduct regular training sessions for process awareness and improve process compliance
• Strong relationship management skills with stakeholders, senior management, colleagues, and external service providers
• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization
• Proficient in coordinating, negotiating, and persuading stakeholders
• Problem Management
• Drive Root Cause Analysis (RCA) assignation calls with concerned teams and maintain all RCA and Strategic Corrective Action (SCA) for P1 and P2 incidents
• Upload P1 and P2 data on SharePoint and dashboard on a daily basis, including monthly, yearly, and RCA dashboards
• Submit dashboard reports to business stakeholders on a weekly basis
• Send RCA reminders to concerned Tower-Group as per SLA agreements
• Analyze all change-related requests (Change Requests) submitted by teams
• Acted as the owner of the Daily Operation Call and represented KDP daily activities on calls attended by clients and stakeholders.

• Owned the change ticket lifecycle from initiation to closure, ensuring adherence to ITIL framework
• Acted as the change control team, coordinating end-to-end change management processes
• Liaised with various teams within BT Global Services to ensure proper ownership and coordination
• Managed emergency change processes and handled planned maintenance and 3rd party suppliers
• Produced regular management reports, maintained good relationships with stakeholders, and provided reporting requirements
• Adhered to delivery RFT (Right First Time) and prevented unauthorized activities in the environment
• Maintained communication and coordination with concerned parties throughout the change process
• Conducted Post-Implementation Reviews (PIRs) for failed changes and reviewed upcoming changes with requesters.

• Chaired the Change Advisory Board (CAB) and Emergency meetings, preparing agendas and managing change approvals
• Reviewed all changes for effective communication and ensured compliance with standards
• Presented Change Authorization Packages to client partners and validated all approvals and steps required for change requests
• Conducted internal audits and managed business risk levels
• Reviewed IT change requests for accuracy, completeness, and technical plans
• Facilitated Technical and Post-Implementation Review Boards and troubleshooted change control issues
• Conducted UAT testing for process and tool improvements
• Demonstrated strong understanding of change management process and governance
• Authorized and approved minor/low-risk changes, coordinated and conducted meetings with CAB, and ensured process adherence
• Maintained change records and updated inventory associated with changes.

Incident Management:
• Managed the Incident Management process, aiming to restore normal service operation and minimize business impact.
• Assigned cases based on specialization and workload, monitored email inquiries, and updated the dispatch tracker.
• Led troubleshooting bridges for high-priority incidents and coordinated with the Incident Process Owner.
• Reviewed and controlled the efficiency and effectiveness of the process, providing recommendations for improvements.
• Produced management information and worked closely with client change managers for process adherence and improvements.
• Demonstrated excellent communication skills and ability to manage customer expectations.
• Ensured SLA compliance and provided hourly and daily reports on case assignment status.

• Preparation and oversight of the operational budget.
• Development of strategies and procedures that increase efficiency and maximize profits.
• Oversight of day-to-day operations.
• Creation of sales or production goals, often in cooperation with other executives and the chief executive officer.
• Identification of issues that may affect sales, production or delivery of services, and creation of solutions to promptly address problems.
• Supervision of managers and operational staff members.
• Interpretation of data and analytics and report generation.
• Presentations to fellow executive team members, the CEO, employees, shareholders, the board of directors and the media.

Installing and configuring computer hardware, software, systems, networks, printers and scanners.
Monitoring and maintaining computer systems and networks.
Responding in a timely manner to service issues and requests.