🛡️Manager – Service Delivery
⚙️Functional Responsibilities
- As the on-site manager for the client account, handled technology implementation and project management/ resource management, ensuring seamless operations. Responsible for delivery, estimation, SLA management, resourcing, monthly performance reviews, project scorecards, contingency plans, etc.
- Implementation and provided solutions on the ServiceNow platform by utilizing ServiceNow APIs, ServiceNow Workflows, and related tools, while ensuring best practices
- Actively participated in the design process and provided strategic recommendations to enhance overall system functionality and align with organizational objectives
- Developed and delivered technology solutions by leveraging multi-layered workflows through ServiceNow’s Flow Designer
- Championed orchestration and automation initiatives using IntegrationHub to streamline operations and achieve optimal efficiency across teams
- As a Change Manager, coordinated, monitored, and facilitated change management for all bank applications. Identified deficiencies, escalated issues, and proposed solutions
- Executed more than 300 standard change templates for low-risk changes in a Bank
- Led the design, development, and implementation of solutions to automate and improve processes using various HP tools, including HP Service Manager (now known as OpenText IT Operations), HP Asset Manager, HP uCMDB, and HP Connect IT. Major enhancements include the Implementation of standard change templates, automatic ticketing for Sterling alerts, CICS abends ticketing, automatic update and closing for disk cleanup IM tickets, workflow for patch management, new server intake process
- Successfully led the desktop modernization project at a prominent bank in the United States
- Implemented ITIL practices across field support teams