Neha Dhingra

• Working as Manager - GSS (Global Shared Services) in Change Management.
• Managing Team of 19 members, Including Change Coordinators and Managers.
• Updating individual’s Performance on monthly basis. Providing Quarterly Feedback.
• Used coordination and planning skills to achieve results according to schedule.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Coordinated with Internal team and stakeholders.
• Worked on Resources Appreciation Programs.
• Worked on Value Creation i.e by reducing the man hrs. and saving cost to organization.
• Analyzed and documented requirements for enhancements through Automation i.e. reminder on backlog ctasks & changes, auto closure of Draft stage & successful changes, mass creation of security patching changes etc.
• Under taken Service Improvement plans i.e. Standard change CAB.
• Presenting Change Management in Customer Quality Hurdle Meeting to discuss about major infrastructure changes, process challenges & run time escalations.
• Hosting Daily Hurdle meeting with team to discuss operational challenges.
• Hosting Service Improvement meeting with customer to discuss about various Process Improvement observations, working on opportunities and building action items.
• Handling Transversal Escalations during conflicting activities.

• Managing the agreed SLA within different teams (Missed IM SLA, Aging Incident Report, Non Complaint Change Report, Changes Missed SLA, and Aging Requests).
• Manage, drive and coordinate Major Incident Management, ensure process compliance, escalate/engage senior management for additional incident focus, ensuring proper documentation of incident record with recovery details and timelines (i.e Initial, update and Final CritSit Emails).
• Preparing and chairing Daily Operations Calls.
• Working on Request Tasks (Remedy ID creation / Deletion, creation of the recurring change schedules, creation of RT work flow, Etc.)
• Responsible for a broad range of day-to-day operational activities for efficient and prompt handling of all Changes to meet business requirements in an appropriate timeframe.
• Managing changes through their lifecycle from submission, necessary assessment and approval to the completion and closure of the change request.
• Analyze, validate and prioritize RFCs for maintaining proper balance between need for IT Changes and potential detrimental impact of the Change.
• Coordinate and manage RFCs across the environment, ensuring correct procedures are followed and changes are accurately recorded, scheduled and controlled.
• Identify and escalate problems or issues with changes.
• Prepare all documentation for Change Advisory Board (CAB).
• Chairing the CAB and E-CAB meetings and providing a fully functional Change Management process resulting in customer satisfaction.
• Adhering to the change management process to mitigate any risk against the change raised to fix highlighted matters.
• Creating and Chairing VOT calls (Voice Over Technology).
• Managing the Planned Office Outages.
• Initiating Bridge calls for any outage received and bringing the vendors and technical teams on the same platform.
• Preparing Change Caused Incidents (CCI) Report and Change - Post Implementation Reviews (PIR) document.
• Chairing the Post Implementation Review (PIR) calls, reviewing results from the work carried out.
• Maintaining Forward Schedule Changes (FSC), identifying potential Expedite Changes and advising Change owner of Expedite Change process.
• Creating Problem Record , sharing Initial and Final RCA Document.
• Preparation of Problem Review Agenda & chairing the Problem Review Meetings.
• Regular follow up with respective problem owners.
• Performing Root cause Analysis and Trend Analysis.

Role: Technical Engineer - Advisor

• Plan and schedule OS & firmware upgrades.
• Configuration, management and Troubleshooting Microsoft Physical and Virtual Clusters and NLBS.
• Performing crash/error analysis, Root cause Analysis, Coordinate Post Problem Analysis and Trend Analysis.
• Health Checkup of all the Production Servers and monitoring.
• Windows OS up gradation.
• Worked on High Severity Incidents / changes / request.

Role: Technical Sr. Analyst

· Spearheading a team of 6 people to support multiple accounts focusing on service delivery & manage/coordinate the process.

· Proven skills in managing teams to work in sync with the set parameters & motivating them for achieving goals.

· Updating individual’s Performance on monthly basis. Providing Quarterly Feedback.

· Ensuring deliverables are meeting the committed SLAs.

· Acting as an escalation point of contact.

· Training the New joiners and existing employees on Technical and ITIL processes.

· Did process improvement project to improve the High Severity Incident Management process.

• Providing Technical assistance on Windows Server.
• Taking Technical calls for resolving the problem within the minimum time line.
• Conduct root cause analysis of various issues and data analyses.