Sreenidhi S

- Execute the Operational Excellence Strategy for Service Management process.

- End-to-End Process governance of Change Management, Quality Assessment for changes.
- Creating the Change forecast reports, Collision reports, Management decks and Management summary of high-risk change.
- Apply a structured methodology and lead change management activities Leverage a change management methodology, process and tools to create a strategy to support adoption of the changes required by a project or initiative.
- Safeguarding the high-risk changes through CAB meetings and other management calls.
- Manage the Incident, Problem and Change management BAU activities.
- Own the Service Management process and remediate the gaps within the processes.
- Making sure of achieving customer & internal SLA / CSL and KPI, KM of all Changes.

- Minimize the adverse impact of Incidents and Changes on the business that caused by errors within IT Infrastructures.
- Help Service lines with resource planning during the major changes that are implemented in the maintenance weekend.
- Support communication efforts Enable the design, development, delivery and management of key communications.
- Support training efforts Provide input, document requirements, and support the design and delivery of training programs.

• Creating a positive customer support experience and build strong relationship through deep problem understanding, ensuring timely resolution, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Taking the ownership of high priority Incidents and resolves it within provided SLA.
• Addressing and resolving basic incidents and requests; log all incidents and requests; engage other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of our ability or responsibility.
• Strong ability to communicate clearly and appropriately with executive and management level business partners, non-technical end users, technical subject matter experts and vendors.
• Ensure all Major incidents have Problem records created post incident resolution to track the root cause, preventative actions for incident avoidance in future.
• Accountable for knowledge transfer, training, and implementation.
Knowledge on both Reactive and Pro-active Problem activities.
• Part of team implementing Windows Virtual Desktop Access [VDA], for 2000+ users during COVID-19 pandemic.
• Managing machines, applications and distribution points in SCCM Console.

Client : Royal Dutch Shell ( Oil and Gas Company)
Narrative Description: The position is for Software and Hardware support, responsible for providing Tier 1 and Tier 2 technical support for Shell employees.

Job Responsibilities:
• It includes the activities required to diagnose the root cause of incidents identified through the Incident Management process, and to determine the resolution to those problems. It is also responsible for ensuring that the resolution is implemented through the appropriate control procedures, especially Change Management and Release Management.
• Level 1 engineer for the desk operating on issues related to user accounts in Active Directory for internal HP & Client applications.
• Handling e‐mails related to technical and non‐technical issues and giving immediate response and resolution to the user.
• Handling multiple live chats simultaneously related to technical and non‐technical issues and resolving it or raising to appropriate team on real time for resolution.
• Worked on Application Support, Licensing and registry related issues.
• Rectifying the problem of the users working in different platforms, issues related to network, desktop, hardware, software.
• Monitoring system performance (virtual memory, managing swap space, disk utilization and CPU).
• Handled issues of Enterprise mobility software i.e., AirWatch and Company Portal.