Service Management - Lead
Cognizant Technology Solutions
Total years of experience :12 years, 11 Months
• As a Major Incident Manager responsible for handling all Major Incidents until resolution (Communicate, Coordinate and Document-update, lessons learnt)
• As part of Incident Management auditing tickets for breach analysis and appropriate ticket status along with ticket documentation
• As ISMO Lead delegating task for Ticket backlog reduction, SLA status reminders emails to support teams, Ticket audit (Includes MOM and Daily task force calls) providing consolidated update to the management
• Responsible for identifying mitigation plans for External and Internal Risks engaging with support teams, client and major stakeholders on a fortnightly or monthly basis. Thus communicating the updated risk register to the audience to monitor the identified risks
• Responsible for engaging with the problem management team to identify inscope, repeated and non-controllable incidents thus keeping an helicopter view to monitor from start to closure of problem ticket and document the relevant RCA & lessons learnt through CAPA completion
• As part of Escalation Management responsible for foreseeing and delegating the task to acknowledge and tracking the escalations until closure on SharePoint portal for transparency and sharing the progress with management and client through review meetings
• Analysing the infrastructure capabilities provided to the client and identifying opportunities leading to value added services which could be leveraged within SOP thus recommending solutions / alternatives by implementing automation tools to improve time scope and cost as conducive to the client infra environment
• Leading implementation projects (Automation Tools) by engaging with various functions (technology, testing, stakeholder & End user) and ensure timely completion of each phase until scope of the projects are met and closure of the project. Using PM tools such as MS Project to update the stakeholders on the status of the project
• Regular Monitoring of overall Project progress aligned with the Project milestones and status reporting to all stake holders in the offshore development centre
• Responsible for reviewing and validating Incident, Problem tickets for Internal and client reports
• Responsible for keeping all the MIM, Incident, Risk, Problem and Escalation management process documents updated for periodic internal and external audits
• Participate in BOR (Biweekly Operational Review) MSR (Monthly Service Review) meetings with client and recording feedbacks / action items to be completed within the deadlines and updating the progress
• Managing and facilitating coordination with offshore Infra teams on bridge call for resolution on Major / Severity 1 Business Critical issues
• DR Activity coordination with regards to coordinating between different team for smooth DR activity progress, Documenting issue logs, timelines against each task for analysis purposes and communication on updates and task to the management
• Co-coordinating with delivery excellence team for internal / external project audit, monitoring and closing of NCRs
• Resource grooming through various mandatory training and workshops. Mentoring potential team members, actively participate in the annual goal planning process for the project associates. Participating in succession planning and follow-up activities to develop staffs at various levels.