Keerthi Pai

• Promoted and supported Service Management processes across Incident, Problem, Change, Knowledge, and Service Request Management.
• Produced standard metrics and reports for Global IT teams and managed recurring and ad-hoc reporting for the IT Leadership team.
• Hosted CAB meetings, approved high-risk Change Requests via ServiceNow, and conducted quality audits to ensure data integrity.
• Led Problem RCA calls, hosted governance meetings, and continuously improved KPIs for Problem and Change Management.
• Performed gap analysis and identified improvement opportunities in detection, monitoring, service levels, and recurring events.
• Managed the investigation of failed/unauthorized changes and major incidents, providing analysis for improvements.
• Worked with IT teams to manage service levels, ensuring swift corrective actions and SLA compliance.

Change Management:

• Managed daily operations and analytics of the change management process, ensuring ITIL compliance.
• Guided change requestors through the process and assessed change requests based on risk, implementation, and business impact.
• Organized and chaired CAB meetings, ensuring timely approvals and stakeholder collaboration.
• Led change management efforts through planning, process optimization, and communication with stakeholders.
• Developed SOPs and provided training to enhance change management knowledge across teams.
• Audited over 1500+ change requests for performance analysis, ensuring compliance with client requirements and industry standards.

Release Management:

• Took over and streamlined the release management process, organizing meetings across platforms, and prepared release notes.
• Supervised the release process, showing improved release planning and ensuring the successful implementation of release components.
• Managed the end-to-end release process from planning to deployment across multiple environments.
• Communicated regularly with business analysts, project managers, and developers to align release activities with business objectives.
• Tracked tasks, timelines, and requirements while addressing any issues that arose during the project lifecycle.
• Led go-live activities to ensure smooth software deployment and provided post-deployment reports to stakeholders.