Aditya Gaurav
Information Technology Change And Release Manager | ITSM | ITIL | PMP
- Role
- Manager Service Management at Merck Group
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Aditya Gaurav
Dynamic IT Change & Release Manager with a proven track record at Merck, excelling in change management and ITILprocesses. Expert in ServiceNow, I led successful migrations and enhanced service delivery efficiency. Adept atstakeholder management, I foster collaboration and drive continuous improvement, ensuring compliance and operationalexcellence.
Experience
Manager Service Management
Jan 2024 — Present · Bengaluru, IN
Led ServiceNow migration for Change Management Module, enhancing IT service delivery efficiency.• Conducted meetings with process owners to gather requirements for process improvements.• Designed and implemented ITIL processes, ensuring documentation of guidelines and policies.• Applied problem-solving skills to resolve operational issues impacting business objectives.• Monitored SLAs to ensure timely closure of change tickets, maintaining service quality.• Analyzed feedback from employees to refine change management processes and practices.• Developed project templates based on Software Development Life Cycle methodology to standardize processes.• Hosted weekly Shared Services CAB meetings to discuss high-risk changes and foster collaboration.• Trained team members on change management protocols and tools.• Proficiency in dashboard and report generation, utilizing the ServiceNow reporting tool.• Reviewed all change request raised for IT infrastructure, cloud modifications, application updates, and vendor related changes.• Created change freeze calendar to monitor conflicts and distribute to users.• Published comprehensive guide on frequently asked queries on SharePoint site.• Hosted weekly CAB meetings to discuss high-risk changes.
Education
Noida Institute of Engineering & Technology
Bachelor of Engineering - BE, Information Technology
Skills
- Quality Auditing
- Sql
- Asp.net
- C#
- Itil Certified
- IT Operations
- IT Service Management
- System Engineer
- Problem Management
- C++
- Information Technology
- Information Security Management System (Isms)
- Operating Systems
- Case Management
- Software Engineering
- Incident Management
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