Richie Sachdeva

Itsm Manager @Tata Consultancy Services

Service Management Manager & Transition Coordinator -Configuration Management Database (CMDB), Problem Management, Incident Analysis, Major Incidents & Change Manager.\\\\n\\\\nResponsible for managing and coordination of medium to large Transition / Transformation programs for strategic clients.\\\\nChange Management:\\\\nEnsure that the most updated change procedures are available and socialized with the Technology Tracks and approvers.\\\\nIdentify right composition of the CAB meetings to discuss and evaluate/approve the variety of changes.\\\\nIdentify any Process Compliance issues and escalate them in the right way.\\\\nConvene and chair the CAB meetings at agreed frequency to facilitate a reasonable time scale for approval/rejection of the proposed changes.\\\\nPerform the Post Implementation Reviews of the Change.\\\\nEnsure that Impact Assessment of the changes is carried out keeping all possible impact scenarios in mind. Example: Technical, Non-Technical, down time requirements, People and Skills, Cost, People, legal requirements to name a few.\\\\nIncident Management:\\\\nSupporting team members with adequate process knowledge whenever required. Conducting training for new team members\\\\nMakes sure outages are communicated in the appropriate end-user, and internal, information tools Tracks cases to ensure timely response (in accordance with Service Level Objectives.\\\\nResponsible and accountable for ensuring contributions towards the Total Customer Experience are me.\\\\nEnsuring timely communications are sent to Internal and External customers for Major / critical outages.\\\\nProvides communication to the end user on the progress and status of the incident \"as needed\" Ensures the status, progress, and history of the incident is up to date and correct for incidents that\\\\nare not formally escalated\\\\nAssesses stalled incidents and takes appropriate action to move them through the process Analyzes open incidents for matching symptoms and multiple occurrences.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n