Tanya Banerjee

• Developed and maintained courteous and effective working relationships.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Demonstrated leadership skills in managing projects from concept to completion.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Walk through team’s focus over the past 6 months
• Working with the already defined SIAM CSLs, focus on achieving these as a team
• Create a contacts list and details for all suppliers
  Support the ITSM Processes with Vendors when support is needed and vice versa
• Review the ITSM Process Documents – to ensure they are completed and have been updated
• Driving Service Now Tool enhancements via supplier (HCL) feedback in service review
• Walk through a typical day/ week in the SIAM team -
  SIAM daily huddle & review team mailbox and respond to requests for help
• Weekly governance meetings with suppliers
• SIAM weekly connect (with all ITSM Process Leads in attendance)
  Monthly Business Reviews with Suppliers
• Service Review Meetings
• Walk through the meetings scheduled for rest of week and next week
• Team Successes and opportunities to improve our ways of working
• Leading the Service Review meetings (with Internal EBRD Support teams)
• Take part in the Monthly Business Review (MBR) where Supplier presents to us their performance –the SIAM team provides ITSM process feedback on supplier performance and experience
• ITSM Process Audits

• Performing Input, output, and process quality check of the changes Creating Process Flow and process guide for existing and new customers.
• Scheduling training for new team members and scorecard publishing based on KRA Maintaining audit checklist and documents for ISMS, BCMS and QMS with relevant stakeholders.
• Demonstrated Change Management expertise and ITIL procedures, on a variety of ERP implementations, involving technologies like SAP, Oracle, Workday, MS Dynamics etc.
• Trained in Agile Methodology of Project Management with ITIL V3 certification.
• Current role involves applying Agile/Hybrid Agile principles to large scale technology/digital transformation projects to solution an effective strategy for delivering change and approving the same along with hosting the CAB calls and updating the Agenda.
• Enabling skills include the use of Instructional Design and Reporting tools to develop best-in-class procedural and conceptual instruction aligned to the client’s business goals and change objectives.
• Responsibilities include:.
• End to end management of Problem, Incidents and Changes with different non-IBM teams.
• Engaging required technical teams for severity /escalated incidents.
• Creating, validating, and approving change requests and dealing with stakeholders.
• Preparing reports to monitor and manage backlogs.
• Managing client / customer ticket escalations by timely follow-up with resolver groups ensuring quick resolution with periodic updates to the customer.
• Training the new batch for the team and conducting assessments.
• Preparing and publishing process documents as and when required.
• Analyzing data and providing feedback to Level 1 to reduce ticket misroutes, reassignment count and cancellations.
• Updating the knowledge articles as and when required with the help of knowledge engineers.
• Providing feedback to team members on their performance post doing the PIR of the changes cancelled.
• Providing process updates in daily / weekly team huddle.
• Publishing daily, weekly and monthly reports on Incidents and Changes.
• Weekly interlock with the resolver groups to identify shift left opportunities.
• Preparing and updating RCA on the SLA missed tickets and Escalations.
• End to end management of TR escalation mailbox.
• Performing monthly audits of completed tickets by the analysts in provisioning team.
• Perform incident response and problem management audits. Involved in multiple projects outside of normal BAU with Thomson Reuters and IBM.
• Document, maintain and update Knowledge base articles. Handling a completely stand-alone Leaver process.
• Managed 4 other accounts/projects which engages in Primary access controls and AD related tasks, with 3 direct repartees.
• Process document creation.
• Joining ECAB calls for emergency change/incident situations.
• Provides on-call support during weekends.
• Mentor new joiners and assign/delegate training

• Demonstrated Change Management expertise and ITIL procedures, on a variety of ERP implementations, involving technologies like SAP, Oracle, Workday, MS Dynamics etc. Trained in Agile Methodology of Project Management with ITIL V3 certification. Current role involves applying Agile/Hybrid Agile principles to large scale technology/digital transformation projects to solution an effective strategy for delivering change and approving the same along with hosting the CAB calls and updating the Agenda. Enabling skills include the use of Instructional Design and Reporting tools to develop best-in-class procedural and conceptual instruction aligned to the client’s business goals and change objectives.
• Handling End to End Change Management Process (Create RFC, Review RFC, Evaluate Change, Approve Change, Coordinate Implementation, Review and Close RFC).
• Organizing Post Implementation Review Calls
• Coordinating with Problem Management for Unsuccessful Changes
• Coordinating with Incident Management for break fix Changes
• Organizing and Representing Changes in CAB (Change Advisory Board) Management Calls [EMEA, AP AND US Regions]
• Liaise with the Configuration Manager to ensure the CMDB is updated because of Change
• Provide trainings and update sessions as and when required
• Verify alert suppression tickets are created for outage changes.
• Liaise with auditors to ensure compliance to required controls and standards.
• Organizing Emergency CAB
• Performing Technical Assessment Review Calls
• Produce regular and accurate reports-weekly, monthly &Management reports
• Single Point of contact for the customer for any issues with the Change Management processes.
• Reporting on a weekly/monthly basis, various planned/change statistics to management for their dashboards.

Demonstrated Change Management expertise and ITIL procedures, on a variety of ERP implementations, involving technologies like SAP, Oracle, Workday, MS Dynamics etc. Trained in Agile Methodology of Project Management with ITIL V3 certification. Current role involves applying Agile/Hybrid Agile principles to large scale technology/digital transformation projects to solution an effective strategy for delivering change and approving the same along with hosting CAB calls and updating the Agenda. Enabling skills includes use of Instructional Design and Reporting tools to develop best-in-class procedural and conceptual instruction aligned to the client’s business goals and change objectives.

· Understand what the application does and how it does.

· Determine how to improve existing change management process.

· Determine if the change is valid and raised with complete details.

· Design the workflow of individual IB applications (create functional requirements) and implement the new functionalities as requested by application owners (technical design).

· Ensure issues are identified, tracked, reported on and approved in a timely manner.

· Deliver informative, well organized CAB Calls and prepare the complete agenda for the same.

· Collaborate with clients and the change coordinators to establish the technical vision and analyze tradeoffs between usability and performance needs.

· Communicate needed changes to development team by preparing BRD (Business Requirements Document).

• Project: Investment Banking Identity Tool (IBID) has been chosen as the strategic centralized tool for Identity and Access Management (IAM) of Investment Banking applications from TSS and IB line of businesses.
• TSS and IB have been merged to form CIB (Corporate Investment Banking).
• All the applications (around 1000) which are currently operational in request center i.e.
• EURC are now being migrated to RMT (Request Management Tool) because of its diverse functionalities and regulatory compliance standards.
• RMT Team is responsible for ensuring that the access provisioning of entitlements is carried out with minimal changes in existing SOPs keeping EAA business administration into consideration.
• Roles and Responsibilities.
• Understand what the application does and how it does.
• Determine how to improve existing business process.
• Determine which tasks/steps to automate (Identify scope and get the requirements).
• Design the workflow of individual IB applications (create functional requirements) and implement the new functionalities as requested by application owners (technical design).
• Design test plans to ensure that business requirements and their integrity are maintained through to user acceptance testing.
• Ensure issues are identified, tracked, reported on and resolved in a timely manner.
• Deliver informative, well organized demos of IB applications for UAT testing and sign-off procedure.
• Collaborate with developers to establish the technical vision and analyze tradeoffs between usability and performance needs.
• Communicate needed changes to development team by preparing BRD (Business Requirements Document).
• Drive and challenge business units on their assumptions of how they will successfully execute their plans.

• Manage and support, Active Directory, Exchange.
• New user account creation and complete initial service/access deployment.
• Maintaining full Identity Management Systems and analyzing current network layout, services and resources to determine required access (RBAC).
• Examining user roles and responsibilities, classifying like users into groups to ease maintenance.
• Process and resolve day to day support tickets.
• Implementing rules for controlling access to resources appropriate to user and group classifications.
• Providing detailed practices for user and creating process documents for future reference and audit purposes.
• Coordinating with moving users from various domain to one single domain project (TR in-house project) Additional work responsibilities include:.
• End to end management of Incidents and Changes with different non-IBM teams (AT&T).
• Engaging required technical teams for severity /escalated incidents.
• Creating, validating, and approving change requests.
• Preparing reports to monitor and manage backlogs.
• Managing client / customer ticket escalations by timely follow-up with resolver groups ensuring quick resolution with periodic updates to the customer.
• Training the new batch for the team and conducting assessments.
• Preparing and publishing process documents as and when required.
• Analyzing data and providing feedback to Level 1 to reduce ticket misroutes, reassignment count and cancellations.
• Updating the knowledge articles as and when required with the help of knowledge engineers.
• Providing feedback to team members on their performance.
• Providing process updates in daily / weekly team huddle.
• Publishing daily, weekly and monthly reports on Incidents and Changes.
• Weekly interlock with the resolver groups to identify shift left opportunities.
• Preparing and updating RCA on the SLA missed tickets and Escalations.
• End to end management of TR escalation mailbox.