Pooja Chauhan

Driving Cost optimization initiatives for the client & managing their communication related services. Create Statement of work (SOW), SPO51, RACI Matrix & Internal Documents for client. Planning & preparing of Cutover activities to ensure smooth transition during system or service changes. Response for billing processes, Monthly service review & conducting advisor touchpoint calls. Managing all ITSM activities including Incident, Change, Release & Problem. Gather & document business requirements for Service now implementations. Translate business needs into technical specifications with technical managers. Assist with UAT, Process design, Process Improvements based on platform capabilities. Managing timelines, budget, project risk & monitor Service now implementation with ITIL Practices. Identify & pursue opportunities to expand the scope of services with strategic planning as per client needs. Ensure smooth deployment implementation of IT Products & services as per client existing system.

Led the design and implementation of ITIL-based processes, including Incident, Problem, Change, and Service Request Management, to improve IT service delivery and enhance user satisfaction. Conducted assessments of current ITSM processes, identifying gaps and recommending solutions to streamline operations and improve service efficiency. Spearheaded the selection, configuration, and deployment of ServiceNow, ensuring seamless integration with existing IT systems and meeting business needs. Collaborated with business stakeholders to develop service catalogs and define SLAs, ensuring alignment between IT services and business objectives. Managed ITSM projects from inception to completion, delivering on time and within budget, using Agile project management methodologies. Trained over X staff members on ITSM best practices, process workflows, and the use of ITSM tools, increasing overall team efficiency. Provided continuous improvement recommendations based on performance metrics, customer feedback, and root cause analysis of recurring incidents.

Designing the strategic approach to managing change and support operations that fall within the domain of change management. Coordinate and conduct meetings with Change advisory board (CAB) & ENT CAB to discuss higher risk changes. Evaluating the change impact and organizational readiness to limit potential risk. Develop & monitor change request reports through ITIL Change management lifecycle. Conduct post-implementation reviews (PIR) to assess the decisions and performance related to the change request. Responsible for the complete Problem Management process adherence and handling of problems according to SLAs. Involve and lead support teams for Root Cause Analysis and problem resolution. To ensure correct working methodology governed by the work instruction outlined for problem management.

Coordinate and track Major Incidents, lead bridge calls, provide timely stakeholder communication, and drive service restoration • Handle Change Management process, including change requests, risk assessment, CAB coordination, and post-implementation reviews • Monitor and fulfill Service Requests as per agreed timelines and quality standards • Perform Problem Management, including root cause analysis (RCA) and implementing preventive measures • Ensure adherence to ITIL best practices across all service management processes • Track and report KPIs/SLAs, identify trends, and highlight improvement areas • Collaborate with cross-functional teams (L1, L2, L3, vendors) for effective issue resolution and service delivery • Maintain accurate documentation of incidents, changes, and known errors in knowledge management systems • Drive Continuous Service Improvement (CSI) initiatives, including automation and process optimization • Support audit and compliance requirements by maintaining process documentation and evidence • Utilize tools like ServiceNow, JIRA, Remedy for ticket tracking and workflow management

Ensure Changes are properly managed per established process definition and policy. Receive, log & prioritize all RFCs in collaboration with the initiator & reject RFCs that are impractical. Chair all CAB and ECAB meetings & Formal closure of Change records (RFCs). Evaluating the change impact and organizational readiness to limit potential risk. Drive the efficiency of Change Management, including developing and maintaining relevant processes and procedures. Triage & prioritize Incidents to prioritize resolution efforts. Coordinating & communicate Incident status & updates to stakeholders. Document Incident details & conduct post incident reviews.