RM Education Solutions India Pvt. Ltd

Lead Operational Governance - Feb-2022 to Aug-2022

Period: February 2022 –August 2022. Scope: Regular interaction with UK counterparts to complete assigned tasks as per Rota. Reporting – engage with the teams to gain understanding of and to collect and collate the required. Information to produce the daily/weekly/monthly/quarterly dashboards, metrics, and reports. Interact with the various teams in both UK & India to deliver activities on time. Play a key role in implementing and running/reviewing ITIL Operations and supporting Technology summer sessions with high quality. Periodically analyze and update the KPI’s for the departments. Ensure process related work instructions/SOPs are up to date as per the set standards. Maintain daily/weekly/monthly activity reports and provide inputs to senior management regularly. Work closely with the SQA, ensuring that the relevant individual/team documentation is complaint across different functions within operations. Take additional responsibilities as and when required to smoothen daily operations. Build process knowledge and contribute towards continual process improvements. Arrange, prepare, and take part in Program / Project meetings and prepare minutes/action points. Act as the key point of contact for Risk Management, Problem Management, Change Management, Access Management, Calendar Management, and Incident management for Technology.

ARS Traffic and Transport Technology India Pvt. Ltd

Service Analyst L2 - Mar-2016 to Feb-2020

ITIL based Service Management for 8+ public transport systems across The Netherlands. Supported the development of sales and operations strategy, setting priorities and executing operational plans. Optimized sales and operational efficiency through innovative thinking, process improvement, system enhancements, and best practice sharing. Working with the team to ensure ITIL management standards are maintained and KPI are reached. Drove process improvement and managed all aspects of Salesforce CRM (incl. workflow, reporting, data integrity, and maintenance). Periodically analyze and update the KPI’s for the departments. Maintenance of modules in servers. Analysis and reporting of availability and operation efficiency of the devices on field. Managing incidents, analyzing, and resolving problem tickets. Analyzing various logs and DB to identify the root cause of problems. Coordinating with different support groups and handling escalations. Coordinating with production team to finalize patches, bug fixes and releases. Drafting Run books, run procedures and conducting KT to support groups. Coordinating transition and handover of new projects to service phase. Keeping track of CI’s using CMDB register. Service level awareness and process optimization by reducing operational cost. Preparation of different performance reports and presentations. Coordinating field activities and guiding Field engineers. Coordinating releases and quarterly database maintenance. Flashing RCA of problems, maintaining Risk Register and tracking. Utilizing different analytical approaches to identify and resolve structural issues Maintaining multiple server projects, BOA and Test servers. Data mining using SQL and creating Daily/weekly and monthly reports.

Metrolinx, Canada.

IT Service Management Analyst - Dec-2022 to May-2023

Period: December 2022 –Present. Scope: Lead the incident response team to resolve major incidents and minimize downtime. Prioritize incidents and allocate resources to ensure that incidents are resolved as quickly as possible. Communicate updates to stakeholders, both internally and externally, during a major incident. Work with the incident response team to determine the root cause of incidents and develop a plan to prevent similar incidents from happening in the future. Conduct post-incident reviews and evaluate incident response processes to identify areas for improvement. Continuously evaluate and improve the incident response process to ensure that the organization is prepared to handle future major incidents. Worked with cross-functional teams to identify, prioritize, and resolve problems. Analyzed data and trends to identify problem areas and develop proactive solutions. Developed and maintained problem management processes and procedures. Conducted post-problem reviews and evaluated problem resolution processes to identify areas for improvement. Continuously evaluated and improved the problem resolution process to ensure that the organization was prepared to handle future problems. Responsible for reviewing all change requests to ensure that they align with the organization's goals and objectives. They may need to evaluate the potential impact of the change, assess any risks or issues that may arise, and work with stakeholders to develop a plan for implementing the change. Responsible for monitoring the results to ensure that the change is having the intended effect. This may involve collecting feedback from stakeholders, analyzing data to measure the impact of the change, and adjusting as needed. Responsible for receiving, tracking, and responding to requests from customers or stakeholders. Responsible for maintaining good customer service and ensuring that all requests are handled efficiently and effectively.

Information Technology Business Analysis

299 Doon Valley Drive, Kitchener, Ontario N2G 4M4, Canada. - Aug-2022 to Sep-2023

Allianz Cornhill India Pvt. Ltd

QTP Support Analyst - Feb-2012 to Feb-2016

Managing execution of policies on QTP and ensure that agreed number of policies is run on a daily basis with exceptions and performance reporting happening daily. Ensure productivity is maximized and take appropriate steps if targets and standards are repeatedly missed and / or ignored. Take initiative to improve process Quality and ensure effective implementation of initiatives within team Upload customer data onto the CRM and prepare daily reports to summarize request types and frequency.

B.E in Computer Science Engineering

Anna University Chennai India. - Jul-2008 to May-2012