Pune Division, Maharashtra, India
Professional Experience June 2008 – Till Date - Barclays Global Service Centre Private Limited, Pune (Formerly known as Barclays Technology Centre India Private Limited) - November 2021 - Present - GTSM Problem Manager (AVP) for Barclays - September 2018 - October 2021 - Problem Manager for Barclays - March 2018 - August 2018 - Change Manager for Barclays UK Run The Bank - November 2011 - March 2018 - Production Assurance Analyst for Barclays International (Barclaycard) - June 2008 to November 2011 - Change Manager in the Change and Release Management Team for Retail and Business Banking unit of Barclays Bank plc September 2007 – June 2008 - Specialist at Wipro Technologies, Pune Worked as Regional Support Change Manager (EMEA) in the Infrastructure Change Management team of Credit Suisse Group (Europe and Americas). May 2007 – August 2007 - System Operations Senior Specialist at IBM India Private Limited, Bangalore Worked as Change Co-ordinator in the Service Management competency for Pfizer Pharmaceuticals (UK Division). September 2004 – April 2007 - IT Consultant at LogicaCMG Private Limited, Bangalore - November 2005 to April 2007 – Performance Management Analyst for Customer Services. - September 2004 to November 2005 – Service Desk Technical Analyst (Level 2) under Customer Services. November 2003 – August 2004 – Worked with Convergys India Services Private Limited, Gurgaon as Technical Support Officer June 2003 – November 2003 – Worked with Daksh E- Services Private Limited, Gurgaon as Specialist-Customer Support Specialties: ITIL, Service Desk, Change & Release Management, Incident Management, Change Assurance
Regional Support Change Manager (EMEA) in the Infrastructure Change Management team of Credit Suisse Group (Europe and Americas). • Daily and weekly reporting of all changes raised and IT events maintained in IT Calendar. • Doing level 2 review of all work done by team members. • Preparing reports for changes involving High Impact/Risk to be represented at weekly Change Advisory Board meetings in Europe and Americas. • Assisting Project Manager in carrying out the daily duties effectively. • Maintaining the process documentation specific to the account. • Interviewing potential candidates for change management positions. • Deputising for the Regional Change Manager (EMEA) in various meetings involving problem and change management representatives. • Discussing with and assisting the management in improving change management process. • Recommending enhancements required in the change management tool and performing User Acceptance Testing (UAT) on the application. • Preparing and analysing data for changes depending on time and categories as required by the management.
Change Co-ordinator in the Service Management competency for Pfizer Pharmaceuticals (UK Division). • Record all the change requests received in the change management tool. • Initiate conference call with all technical teams everyday to discuss forward schedule of changes. • Take ownership of changes and get them built and quality analysed by the technical teams. • Co-ordinate change approval process and keep client informed about status of change requests. • Prepare daily reports for all the open and closed changes. • Co-ordinate with Problem Management team to raise and implement changes.
November 2005 - April 2007 - Performance Management Analyst for Customer Services • Monitoring of calls taken by analysts on various contracts within Service Desk and documenting all the activities. • Assisting in managing complaints and incident reports for the Service Desk. • Ensuring that the various procedures are up to date. • Version controls of the important documents within Customer Services. • Ensure service desk documentation created to the required standard. • Assist with the development and enhancement of the procedures. • Adhere to ISO 9000 and ISO 27001 procedures and carry out informal audits. • Training new and existing staff on the quality procedures and processes. • Providing feedback and assisting the team leaders in various issues pertaining to the improvement of the processes and their team performance. • Collaborating with the Training and Development team to ascertain where the analysts need more attention and design training courses for them. September 2004 - November 2005 - Service Desk Technical Analyst (Level 2) under Customer Services. • Providing telephonic and email based technical support to client with assistance from various teams in the U.K. • Handling escalations for technical issues not resolved by Level 1 support team. • Logging every incoming call and email for the users and troubleshooting. • Liaising with Change Management Team for carrying out changes in the infrastructure. • Coordinate changes in the assets and maintain asset register using Change Management processes. • Training the new team members and arranging various resources for them. • Assisting the Team Leader in interviews for the induction of people in the team. • Deputising for the Team Leader as and when required.
Providing telephonic technical support to the users of Windows XP based in USA and Canada.