Jaya Prabhu

Project 2: Currently working as “ITSM Transition Lead” in the ITSM Transition project for Canada Airport Client Project 1: Worked as “ServiceNow Testing Lead” in the End to End “ServiceNow Tool Implementation” for reputed European client

Process Experience: - Major Incident Management (MIM) - Service Level Management (SLM) - Service Catalog Management - Supplier Management - Service Asset and Configuration Management (SACM) - Service Continuity Management (SCM) - IT Infrastructure Migration - Continuous Process Improvements - Automation in the Reports and Process Workflows - Define IT SLA's and OLA's - Test Cases Preparation and Executing in the tool - Enhancements and Best Practices in the Process and Tool

• Worked as an IT Operation Analyst in Global command Center. • Documented standard operating procedures for Incident, Problem, SLM and request management process. • Responsible to monitoring the effectiveness of process SLA’s and KPIs. • Sending service outage reports, SLA reports and Management information on Daily, Weekly and Monthly basis. • Review daily incident analysis reports, Problem & Service Request Tracker report to ensure SLAs are met.

• Weekly and Monthly call is scheduled with the Client leadership to discuss the SLA and Challenges. • Manage incident tickets, monitor agreed KPIs and progress towards improvements • Attend and represent incident statuses in daily operational status meetings • Point of contact to business stakeholders • Report KPIs, Incident volume and current incident trending • Monitoring the effectiveness of team and making recommendations for improvement

- Business Administration - Quality Management - Finance