ajish baby

Spearheaded ITSM process improvements, aligning them with business objectives and boosting operational efficiency by 40%. Conducted Value Stream mapping, enhancing process maturity and compliance. Drove automation initiatives within Problem Management, Service Catalog, and other processes using ServiceNow, resulting in a 50% increase in workflow efficiency and a 35% improvement in user experience through seamless integration and optimization.

Accountable for the overall quality of the Incident and Problem process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the processes.  Pioneered the development of RCA Quality scorecards, standardizing performance metrics across vendors.  Achieved a 15% increase in problem and incident closure rates by streamlining processes and implementing innovative solutions.

Established and enforced a robust problem management process, resulting in a 20% reduction in open high-severity issues.  Led weekly service review calls, driving discussions on ServiceNow tool improvements and stakeholder concerns.

 Successfully reduced overdue RCA count to zero, exceeding initial targets through strategic taskforce leadership.  Ensured comprehensive training and documentation for problem management processes.

Chairing DSR (Daily Service Review) & Weekly RCA bridge calls.  Create, review and validate RCA (Root cause analysis) Reports and Action items. Ensure completeness and quality of RCA's.  Pro-actively identifying potential problems /issues on the infrastructure by carrying out Incidents trend analysis and regular team meetings with Technologists and work towards

Used role playing, simulations, team exercises, group discussions, videos and lectures to instruct participants in a variety of ways.  Assessed training needs through surveys, interviews with employees, focus groups and consultation with managers.  Organized training for new employees per week.  Extensively trained new and existing employees.

ENGLISH LITERATURE

COMMERCE

AVIATION AND HOSPITALITY MANAGEMENT