Reshma Momin

Dedicated IT professional with 5.6+ years of experience in ITIL Incident Management seeking to contribute strong technical skills and leadership in optimizing incident response and resolution processes in a dynamic organization. Experienced Technical Change Manager with a proven track record of successfully implementing IT changes and transformations. Skilled in analyzing business requirements, devising change strategies, and leading cross-functional teams to achieve organizational goals. Strong expertise in risk management, stakeholder engagement, and ensuring seamless transitions during change processes. Spearheaded the adoption of automated release management tools, reducing deployment time by 50% and enhancing deployment accuracy by implementing rigorous testing and validation procedures. Offering excellent project management, multi-tasking and communication skills to coordinate multiple, concurrent projects with competing demands. Makes sound decisions in high-pressure settings and utilize analytical problem-solving skills to troubleshoot and resolve issues. Articulate communicator with strong customer service skills.

• Received multiple awards for outstanding performance and contribution to IT service delivery excellence.
• Achieved a 40% reduction in mean time to resolve for critical incidents by implementing proactive monitoring tools and streamlined escalation procedures.
• Implemented and managed a comprehensive change management plan for a company-wide digital transformation initiative, resulting in a seamless transition and increased employee adoption of new technologies.

• Managed ITIL incident management processes including identification, logging, categorization, prioritization, and resolution of incidents to ensure service levels are maintained.
• Coordinated with cross-functional teams to diagnose and resolve incidents promptly, minimizing downtime and impact on business operations.
• Conducted incident post-mortems and root cause analysis (RCA) to prevent recurrence and improve overall system stability.
• Managed the analysis and approval process for complex Requests for Change (RFC), ensuring they meet safety and functional requirements.
• Established and chaired the Change Advisory Board (CAB), facilitating effective decision-making on change approvals.
• Collaborated closely with cross-functional teams and third-party suppliers to validate proposed changes and minimize organizational risks.
• Managed Salesforce release cycles, including sandbox refreshes, change set deployments, and production deployments.
• Developed release plans and communicated status updates to stakeholders, including executives, project managers, and development teams.
• Implemented release metrics and KPIs to measure release efficiency and quality, facilitating continuous improvement efforts.
• Conducted post-release reviews and retrospectives to identify areas for improvement and implement corrective actions.
• Implemented CI/CD pipelines, reducing deployment time by 30% and enhancing overall release quality.
• Proactively monitored & resolved all P1/P2/P3/P4 tickets in the queue as per SLA.
• Conducted comprehensive risk assessments, business impact analyses, continuity planning, and developed robust back out and test plans.
• Implemented a phased release strategy for critical software updates, mitigating risks associated with deployment failures and ensuring seamless transition into production environments.
• Led the planning, coordination, and execution of software releases, reducing post-release defects by 30% through comprehensive testing and collaboration with development and QA teams.
• Implemented a robust change management process, overseeing the evaluation, approval, and implementation of over 100 changes per month with a 98% success rate in adherence to change control policies.
• Developed and conducted training programs for staff on incident, change, and release management protocols, resulting in a 20% increase in staff proficiency and adherence to ITIL best practices.