Gagan K
Immediate joiner l Change Management Consultant @ HCLTech | ITIL Foundation Certified
- Role
- Change Management Consultant at HCLTech
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Gagan K
Having Experience in ITSM domain overall 6+ year\'s with expertise in business analysis…
Experience
Change Management Consultant
Mar 2024 — Present · Bengaluru, IN
Led a functional team with a strong track record in client management, internal team management, time management, requirement gathering, impact analysis, and gap analysis.• Acted as the escalation point of contact and resolved client issues with the assistance of various teams.• Oversee day-to-day service delivery operations, ensuring adherence to service level agreements (SLAs) and achieving key performance indicators.• Facilitated workshops and training sessions to build change management capabilities within the organization and enhance overall effectiveness.• Monitor and report on service performance, including generating regular reports for senior management and identifying areas for improvement.• Develop and implement service delivery strategies that improve efficiency and client satisfaction, resulting in increase of client retention• Collaborate with clients to understand their needs, resolve issues with cross functional teams and ensure the delivery of high-quality services.• Facilitated and chaired global weekly Change Advisory Board (CAB) meetings, including stakeholders from different regions.• Organized the E-CAB, daily service call, & operations call.• Reviewed and provided final approval for Infrastructure & Application changes in SNOW.• Prepare the CAB agenda and send the invite to CAB members for planned changes.• Conducted a risk and impact assessment process for each change.• Review and track RCA and remediation items, closely working with problem manager.• Conducted a PIR call for unsuccessful changes and documented the findings in the change record.• Participated in a P1 bridge call to manage and resolve critical incidents caused by recent changes.
Education
Alva's College of Education, Sundari Ananda Alva Campus, Moodabidri- 5742207
Bachelor of Commerce - BCom
2012 — 2014
Visvesvaraya Technological University
Master of Business Administration - MBA
2014 — 2016
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