SHIBANI MAHATO

Change Management -

• Lead the Change Management function, ensuring that assigned staff members possess adequate skills and perform their duties efficiently.
• Lead CAB meetings, facilitating discussions on proposed changes and making decisions based on the board's recommendations.
• Take ownership of the entire execution process for the monthly service window, from initial planning to final business shakedown, ensuring seamless operations throughout.
• Review Change Schedule (CS) to identify and resolve conflicts effectively, ensuring smooth execution of changes.
• Audit and manage the entire process lifecycle, providing comprehensive reports on its status and performance.

Release Management -

• Spearhead the planning, execution, and coordination of major release activities to ensure seamless delivery and transition of new features and updates.
• Implement proactive measures to identify and mitigate risks associated with releases, minimizing potential disruptions to operations, and maximizing successful outcomes.
• Design and refine structured release workflows, encompassing planning, testing, deployment, and transition to change management, to streamline processes and enhance efficiency.
• Foster strong relationships with stakeholders, including partners and vendors, ensuring clear and consistent communication to align expectations and address concerns throughout the release lifecycle.
• Facilitate discussions and decision-making processes in release management meetings, driving collaboration and alignment among cross-functional teams to achieve optimized operations and mitigate issues.
• Drive continuous improvement efforts by conducting post-release evaluations, gathering feedback, and implementing corrective actions to enhance future release processes and outcomes.
• Collaborate closely with market teams, test managers, application development leads, and solution owners to identify and address any gaps in the release process and ensure comprehensive checklist adherence.
• Work diligently to prevent priority incidents caused by approved releases, ensuring a smooth and error-free deployment process to maintain operational stability and minimize disruptions.

Knowledge Management -

• Experienced in spearheading a comprehensive and efficient end-to-end Problem Management Process, integrating both reactive and proactive methodologies. Through the implementation of ITIL best practices, I've established a culture of consistent execution in Root Cause Analysis (RCA), Corrective Actions, and Preventive Actions.
• My expertise lies in optimizing critical ITIL Problem Management processes, ensuring they are meticulously designed, executed, and overseen across the service life cycle. A key focus area is delivering insightful reporting on Problem Management metrics, highlighting achievements, and pinpointing opportunities for ongoing enhancement.
• With a profound understanding of Problem Management methodologies, including Root Cause Analysis, Known Error identification, and Major Incident Review, I collaborate directly with teams to conduct thorough RCA investigations, pinpointing the underlying causes of incidents. Proficient in analyzing the root causes of recurring incidents, I adhere rigorously to established problem management protocols.
• Additionally, I take ownership of managing the entire lifecycle of problem records, ensuring meticulous identification, recording, and tracking of all relevant Incidents, Problems, or Changes until resolution, in alignment with predefined standards and processes.

Service Introduction –

• Implementing Service Introduction methodologies leveraging the ITIL framework to ensure structured and standardized approaches, fostering consistency and efficiency across service delivery processes.
• Designing and implementing robust Service Assurance frameworks, focusing on process optimization, procedural efficiency, and resource management to uphold service quality and reliability in operational environments.
• Demonstrating proficiency in Service Management practices, encompassing incident management, problem management, change management, and configuration management, to maintain service continuity and meet service level agreements (SLAs).
• Leveraging Project Management expertise to oversee end-to-end service introduction projects, from planning and execution to monitoring and evaluation, ensuring timely delivery and alignment with business objectives and stakeholder expectations.

• Apply ITIL principles to design and implement service transformation processes tailored to the specific project requirements.
• Collaborate with stakeholders to define the desired transformation outcomes and develop a roadmap to achieve them.
• Employ project management techniques to drive the transformation project, ensuring alignment with organizational goals and timelines.
• Implement effective change management processes to mitigate risks and ensure smooth adoption of transformational changes.
• Monitor the transformation progress closely and provide regular updates to stakeholders, addressing any challenges or deviations from the plan.
• Engage with stakeholders to understand product requirements and identify areas for improvement.
• Develop and implement service introduction processes to onboard new products or enhance existing ones.
• Coordinate with cross-functional teams, including product development, marketing, and customer support, to ensure a seamless introduction or improvement process.
• Utilize ITIL framework to establish service assurance measures for ongoing monitoring and improvement of products.
• Provide clear communication and support to stakeholders throughout the product introduction or improvement lifecycle.