Experience

Vanguard | UK & Europe

• United Kingdom
• Financial Services
• 100 - 200 Employee

• Major Incident Manager

  • May 2022 - Present

  • Govern the Major Incident Management process for Vanguard Investment Management group, supporting over 19000 employees, spread across 4 continents and 21 Global locations, and managing over $8 trillion in Global assets. • Led efforts to restore service in a timely manner for critical business functions, application, and cloud & infrastructure services with a 11-member team, comprised of professionals from three different continents and time zones. • Implemented and executed major… Show more • Govern the Major Incident Management process for Vanguard Investment Management group, supporting over 19000 employees, spread across 4 continents and 21 Global locations, and managing over $8 trillion in Global assets. • Led efforts to restore service in a timely manner for critical business functions, application, and cloud & infrastructure services with a 11-member team, comprised of professionals from three different continents and time zones. • Implemented and executed major incident management processes including invocation, ownership, escalation, communication, and restoration of service. • Used ITIL best practices to support affected business units by managing, directing, coordinating, and communicating across multiple technical and non-technical teams which include application, infrastructure, third party suppliers, and business units. • Established standards and procedures that maximized operation responses to encountered incidents and minimized service availability interruptions; contributed to a cross-functional team to ensure procedure manuals and incident playbooks were current and correct. • Prepared documentation and reporting for executive team on a weekly, monthly, and quarterly basis using ServiceNow tools and PowerPoint presentations. • Prepared post incident review documents and attend problem management review meetings to ensure determination of root cause; prepared accurate, appropriate, and timely communication to internal and external stakeholders. • Provided timely feedback to senior management regarding issues affecting quality of service to colleagues; facilitated teleconference meetings and weekly staff meetings, coordinating with all time zones to ensure timely communication. Show less



Wipro Digital

• United States
• IT Services and IT Consulting
• 500 - 600 Employee

• Major Incident Manager

  • Sep 2015 - Mar 2022

  • Govern the Major Incident Management process of UK Based Banking Client for Retail and Business Banking Website. Mobile applications, ATM and PDQ Machines etc. • Led efforts to restore service in a timely manner for critical business functions, application and infrastructure services with a 10 member team, comprised of professionals from three different countries and time zones. • Implemented and executed major incident management processes including invocation, ownership, escalation… Show more • Govern the Major Incident Management process of UK Based Banking Client for Retail and Business Banking Website. Mobile applications, ATM and PDQ Machines etc. • Led efforts to restore service in a timely manner for critical business functions, application and infrastructure services with a 10 member team, comprised of professionals from three different countries and time zones. • Implemented and executed major incident management processes including invocation, ownership, escalation, communication, and restoration of service. • Used ITIL best practices to support affected business units by managing, directing, coordinating, and communicating across multiple technical and non-technical teams which include application, infrastructure, third party suppliers, and business units. • Established standards and procedures that maximized operation responses to encountered incidents and minimized service availability interruptions; contributed to a cross-functional team to ensure procedure manuals and incident playbooks were current and correct. • Prepared documentation and reporting for executive team on a weekly, monthly, and quarterly basis using ServiceNow tools and PowerPoint presentations. • Prepared post incident review documents and attend problem management review meetings to ensure determination of root cause; prepared accurate, appropriate, and timely communication to internal and external stakeholders. • Provided timely feedback to senior management regarding issues affecting quality of service to clients; facilitated teleconference meetings and weekly staff meetings, coordinating with all time zones to ensure timely communication. • Running Supplier management calls with client stakeholders and Wipro senior managers.

• Service Desk Manager & Incident Manager

  • Jun 2011 - Sep 2015

  Ipswich, England, United Kingdom • Manage the IT Infra and Application Support for UK based Utility Company • Handle a team of over 27 • Information management, business engagement & communications. • Cost reduction, benefits, financial tracking, and reporting • Used ITIL best practices to support affected business units by managing, directing, coordinating, and communicating across multiple technical and non-technical teams which include application, infrastructure, third party suppliers, and business… Show more • Manage the IT Infra and Application Support for UK based Utility Company • Handle a team of over 27 • Information management, business engagement & communications. • Cost reduction, benefits, financial tracking, and reporting • Used ITIL best practices to support affected business units by managing, directing, coordinating, and communicating across multiple technical and non-technical teams which include application, infrastructure, third party suppliers, and business units. • Established standards and procedures that maximized operation responses to encountered incidents and minimized service availability interruptions; contributed to a cross-functional team to ensure procedure manuals and incident playbooks were current and correct. • Prepared documentation and reporting for executive team on a weekly, monthly, and quarterly basis using ServiceNow tools and PowerPoint presentations. • Prepared post incident review documents and attend problem management review meetings to ensure determination of root cause; prepared accurate, appropriate, and timely communication to internal and external stakeholders. • Provided timely feedback to senior management regarding issues affecting quality of service to clients; facilitated teleconference meetings and weekly staff meetings, coordinating with all time zones to ensure timely communication. • Risk analysis and forecasting, managing risk tracker and reporting risks to the stakeholder and business. • Identify the open resource requirements within the teams and full fill the requirements from internal Wipro resource pool or looking for talents outside in open market through permanent route. • Running Supplier management calls with client stakeholders and Wipro senior managers.

• Assistant Manager - UK Based Directory & Printing Services

  • Sep 2007 - Jul 2011

  India • Handle a team of 16 and more. • Manage staffing for the project. • Manage Productivity and Quality of individual’s as well as the team. • Liaison with Process training team & Voice pre-process training team to meet requirement from operations • Process FUN SPOC (Organizing events for employee engagements like Fun Friday, Process RnR, Intra Process Sporting events & Birthday celebration etc.)