Jun 2011 - Present
Service Control Manager
- Recipient of ISO/IEC 20000 & SDI (3 star) accreditations for Change, Release, Problem and Configuration Management processes.
- Reduced risk exposure through implementation of effective Change & Release Management processes with an average success rate of 90%.
- Acknowledged for maintaining updated configuration on historical, planned, existing state of services and other CIs through auto discovery of CMDB.
- Instrumental in minimising incidents and enhancing first time fix rate by implementing Problem Management process.
Oct 2007 - Jun 2011
Senior Team Leader Change and Configuration Management (Release Control Manager)
- Recipient of awards like - HP EMEA Excellence in IT Transformation Award (for automation of control processes on HP Service Manager), Excellent Project Achievement Award (for implementing IT Transformation processes).
- Played key role in building teams to manage ITSM processes like Change & Release Management, Configuration Management and Service Catalogue Management.
- Acknowledged for identification / highlighting risks & issues related to Change, Release & Deployment, Service Assets & Configuration, and Service Catalogue Management process.
Oct 2005 - Oct 2007
Line Manager Lotus Notes & Mobile Messaging
- Consistently met 99.98% SLA targets following the Incident and Problem Management processes under the "follow the sun" model.
- Successfully managed 280 customers’ servers hosting 100,000 users mailboxes located across 220 countries.
Oct 2004 - Sep 2005
- Involved in deployment of various automation systems in the hotel to cater to 1000+ employees.
- Monitored vendors' implementations during the opening of the hotel.
- Provided end user support to hotel employees and guests.
- Functioned as Systems Administrator for various platforms and systems (Windows, Linux, Lotus Notes, Scala, Opera).
Jul 2002 - Oct 2004
Jan 2009 - Sep 2010
Jan 2009 - Sep 2010
Sep 1997 - Jul 2001
Project / Program Management
Process Design and Improvement
Escalation / Compliance Management
Organisational Change Management
Troubleshooting & Issue Resolution
Reporting & Documentation
COBIT 5.0 Foundation
ISO/IEC 20000 Practitioner