Simranpreet Kaur

• Managing Request for changes, Reviewing, Coordination, Approvals. • Scheduling and Hosting CAB Meetings. • Creating FSC Reports, Weekly Reports and Monthly Reports. • Coordination with Clients, different technical teams, service availability managers, project managers and other stakeholders. • Complete ownerships of the projects with Project managers and Other stakeholders. • Creating Monthly reports with evaluation on the Submitted CRs and Lead Time. • Post Implementation Review (Closing all the RFCs and submitting reports regarding their Evaluation Success Rate). • Responsible for managing change process involving: Approving & authorizing change records, reviewing change records to check if all mandatory questions have been answered. • Assisting the Process Owner in identifying and prioritizing process improvements and ensuring process adherence. • Facilitating projects related to server builds to further move them to production environment • Convening and chairing Change Technical Review and Change Advisory Board Meetings • Initiating and facilitating Senior Management meetings for Major RFC reviews and endorsement • Approve or reject applications for Standard Pre-Approved Change (SPACs) after CAB review. • Conducting Change Post Implementation Reviews for Failed Changes Analyzing change records to determine any trends or apparent problems that occurred in the infrastructure with Problem Management team. • Identifying and documenting changes that by-pass the Change Management process and provide information to the change process owner to address • Ensuring that all changes are appropriately planned and communicated • Validation of RFCs (Request for Change) prior to build, test and deployment • Preparing training module and imparting Change Management Process knowledge to peers for maximum ITIL compliance

Change Management • Managing RFCs – Standard, Normal and Emergency changes. • Scheduling and Hosting CAB Meetings. • Preparing CAB Notes and MOM. • Preparing FSC Reports, Daily, Weekly and Monthly Change Reports. • Scheduling meetings with project managers across globe on various projects and their corresponding changes. • Coordination with Implementers, Technical Teams, Service Managers, Project Managers and other stakeholders. • Worked closely with Financial clients with their expectations to new and old service transitions. • Ensuring there is appropriate representation arranged for any applicable cab meetings. • Post Implementation Review (Closing all the RFCs and submitting reports regarding their Evaluation Success Rate). • Preparing Failed change report, Emergency change report, unauthorized change report to maintain KPIs and Team Performance. • Participated and help succeed in Process and Team Audits happening every quarter. Incident Management Acting as Incident escalation focal point, identifying and resolving conflict and bottlenecks. • Notifying the participants in the Incident Management process when standards and procedures are not being followed • Rerouting misdirected incidents that have not been handled in a timely manner • Responding to the Incident Analysts regarding escalation issues in a timely and appropriate fashion. • Identifying incidents which need special attention or escalation. • Managing major incidents. • Proactive and Reactive network monitoring, performing diagnostic tests, coordination with multiple teams. • Analyzing Customer Network running on MPLS and handling incidents and initial troubleshooting. • Running weekly tests on ISDN lines. • Managing the overall administration of LAN, VLAN, WAN systems involving configuring VSAT. • Ensuring seamless connectivity between remote locations, coordinating with different cross functional departments in case of any downtime.