Piyush Bhardwaj
Faridabad
Summary
Change Management Professional with a strong background in process improvements and stakeholder engagement. Track record of success in ITIL-based change and incident management, ensuring effective service delivery. Leadership and cross-functional skills drive operational efficiency and enhance team collaboration.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Change Management Professional
British Telecom Global Services Pvt. Ltd.
05.2023 - Current
- Handling and governance of end-to-end change process
- Define and implement the change & Release management process in accordance with ITIL customer requirement
- Publishing and distributing agenda to Change Board prior to CAB meetings
- Chairing and managing weekly CAB calls
- Tracks all the opened changes that have passed the scheduled end date and taking necessary actions to get them closed in tool
- Making sure that stakeholders have up- to-date and accurate information via weekly and monthly reports
- Tracks the progress of changes and acts as an intermediate between the teams if required
- Responsible for handling end to end change management life cycle
- Coordinating with project managers, solution architects, change owners, implementers and other stakeholders to get a change properly submitted and seeking the required approval from the required BUs on Exception changes
- Responsible for handling all change requests (Infrastructure and Application) &end-to-end change life cycle
- Chairing and managing weekly Change Advisory Board (CAB) meetings
- Coordination with all the relevant internal stakeholders like project managers, developers, coordinators for successful change implementation
- Participate and chair weekly PIR (post-implementation Review) call to know the status of all completed changes in the environment
- Review and evaluate the overall change process, identifying and implementing process improvements as appropriate
- Actively involved in giving walkthroughs during audits of change management and sharing all the required artifacts to the auditors
- Interaction with Technical Designers / Clients and Implementation team to identify process gaps and working on resolving the same
Performance Analyst (Customer Success)
Sirionlabs.
06.2022 - 01.2023
- Organized quarterly projection data gathered by teams in an orderly way for executive management
- Participate in the CAB meetings to take end to end updates
- Reported bi-monthly data analysis findings to upper management to use in making organizational decisions
- Produce regular management reports
- Service Level Extractions according to contract requirement
- Participated in collecting, organizing, and interpreting data along with fellow colleagues
Associate IT Operations (Incident Management)
Publicis Sapient.
12.2021 - 06.2022
- Performance & executions of the Critical Incident Management procedures
- Managing emergency RFCs and Customer Satisfaction
- Process Improvement initiatives across suppliers
- Is responsible to manage the Incident Management process across all suppliers & responsible for assessing all Severity 1 and 2 incidents and providing the direction and communication needed to resolve the incident quickly and efficiently as possible
- Analyze and prioritize change requests as per standard guidelines
- Coordinate impact validation activity for all configuration/network changes
- Verify classification of RFCs/CRs into Emergency/Normal/Standard changes
- Being aware of and complying with: Incident & Change Management Work Instruction, Trouble Ticketing Handling Process and Management of Escalation Process, Critical Escalation Process 4Customer Service Level Agreements, Conference Bridge Etiquette Process and Facilitate SRT meetings
Associate Engineer (Incident/Change Management)
Ericsson Global India Limited
04.2019 - 12.2021
- Incident/Change Manager
- Act as a main point of contact for incident communication ensuring that all stakeholders are aware of the high level and product specific planning, scheduling, coordination, and communication of incidents
- Ensure Incident is accomplished in an orderly fashion to achieve the expected result without service disruption and within agreed-to time frames
- Monthly Feedback session with team members to discuss on operational issues
- Ensures that appropriate actions have been planned to minimize both the risk of failure and the impact on users during incident occurrence
- Organizing and coordinating post implementation reviews (PIR) after changes implementations when required
Incident & Process Coordinator
INDUS Towers Limited
06.2018 - 04.2019
- Escalating & following up of the critical faults in the network as per predefined escalation matrix
- Involved in Application Testing, Production dump support and roll out for TeMIP application
- TeMIP application for network management operation
Education
B. Tech. - E.C.E
Manav Rachna College of Engineering
05-2017
10+2 - Non-Medical
CBSE Board
04-2013
10th -
CBSE Board
04-2011
Skills
- ITIL and ITSM knowledge
- Initiative and leadership
- Cross-functional coordination
- Stakeholder management
- Change management
- Incident management
- Process improvement
- Service delivery
- IT operations management
Certification
- ITIL Certified
- CCNA internal
Rewards Recognition
- Winner of outstanding performer for Q2 and Q3 2020 in Ericsson.
- Received Appreciation mail from the Global Service Delivery Head of Ericsson.
Languages
- English
- Hindi
Disclaimer
I solemnly declare that above information is true and correct to the best of my knowledge. I understand that if any information given above is found false/incorrect, my candidature is liable to be rejected.
Infrastructure Tools
- BMC Remedy
- NGSD
- Service Now
- Rainbow Snow
- SolarWinds
- Jira
- ITSM
- One FM
- One TM
- Temip
- Expedio
Personal Information
- Father's Name: Kishore Bhardwaj
- Date of Birth: 08/11/95
- Nationality: Indian
Timeline
Change Management Professional
British Telecom Global Services Pvt. Ltd.
05.2023 - Current
Performance Analyst (Customer Success)
Sirionlabs.
06.2022 - 01.2023
Associate IT Operations (Incident Management)
Publicis Sapient.
12.2021 - 06.2022
Associate Engineer (Incident/Change Management)
Ericsson Global India Limited
04.2019 - 12.2021
Incident & Process Coordinator
INDUS Towers Limited
06.2018 - 04.2019
B. Tech. - E.C.E
Manav Rachna College of Engineering
10+2 - Non-Medical
CBSE Board
10th -
CBSE Board
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