Ajish Baby

• Facilitated process design, implementation, and quality control monitoring to identify improvement opportunities, implement solutions, and measure impact.

• Developed and implemented a new process for RCA Quality scorecard, which resulted in gauging the performance of IBM RCA's, thus ensuring standardization across Vendors.

• Gathered OE (Operating Entity) specific requirement(s) in Service Now with regards to Problem and Incident Management Process by analyzing weekly reports and by attending daily calls.

• Increased the Problem and Incident Process closure rate by over 15% by writing UAT cases and Stories, logging defects on Service Now, etc

•Responsible for setting up the Problem Management Process for the account by facilitating meetings, working with stakeholders to establish roles, and ensuring that the problem management process is followed.

•Reduced the number of open high-severity problems by 30% in 2 months by chairing the WSR (Weekly Service Review) call held twice a week, discussing the Service Now tool with regards to Problem Management activities, issues, concerns, and suggestions.

•Improved the Problem Management process by performing RCA investigations for all valid Sev1's and client requested RCA's and raising Problem Records, decreasing the total number of Sev1s by 10% over 3 months