Experience

HCL Enterprise

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Service Request Manager

  • Mar 2022 - Present

  Account Scope of Support: Monitor and review the execution of the Service Request Management process at a high-level, ensuring it remains consistent with the organization’s evolving culture and ITSM strategy Lead and drive the design and implementation of the request fulfillment process Ensure the process interfaces with all other relevant processes Manage and define the process improvement cycle Provide a mechanism for process feedback and ensure all input is addressed Ensure Service Request Management activity is represented in project management work and contribute to the prioritization and resource allocation of such work Forecast and design for expected volumes of requests by category and type (understanding of pipeline and assists developers in understanding volumes of work and size of work) Ensure adequate testing is completed by community for releases and testing process is defined and repeatable Produce and share regular reports on the health of Service Request Management Ensure documentation is available Facilitate and/or provide input to the agenda for regular meetings with the relevant stakeholders Lead and improve the design process for service request management process Maintain documentation for request design process Engage technical and business subject matter experts to build standard request flows and timeframes to meet business requirements Review progress of open design requests and ensures request status, progress and issues are communicated to the appropriate groups Facilitate roadshows and other education for the promotion and adoption of request Assist in the facilitation of regular community meetings with relevant stakeholders Meet with request owners to capture and implement improvements to the requests Show less



IBM India Private Limited

• Hyderabad, Telangana, India

• Operations Manager

  • Jul 2013 - Dec 2022



Ibm Pvt India Limited

• India
• Consumer Services
• 700 & Above Employee

• Assistant Manager

  • Jul 2013 - Dec 2022