Pavi Sharma

• Currently handling Service Request Management process in Aon under TRACC framework. Creating and maintaining service catalogs in the Employee Center which includes ~600 items including Order Guides, Catalog items, Record Producers.
• Familiar with ServiceNow features of Flow designer, Integration hub, UI builder, App engine, Virtual agent, Predictive Intelligence, Process Automation and Mobile Apps
• Communicated and explained business requirements to team members to understand and implement functional demands.
• Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
• Collaborated with upper management to drive strategy and implement new processes.
• Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.

Improve the overall servicing framework, with tools and automation to deliver SLA measured operational tasks, self-service capabilities, monitoring, as well as new capabilities enhancing customer experience, productivity, and overall availability of infrastructure systems.

• Responsible for managing service operations for Internal IT,Core areas are Incident, Problem and Change Management processes for efficient and effective management of services for AMEX.
• Proficient in analyzing the infrastructure requirements for Enterprise Business applications and providing the required applications support for the production Environments.
• Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Oversaw development and implementation of improvements to support network operations.

Incident Management Process arm - Service Delivery Operations for Bombardier Transportation in the Information Technology Infrastructure space enabling TCS to meet critical SLA's and ensuring system and process compliance

• Managed and monitored installed systems for highest level of availability.
• Defined enterprise processes and best practices and tailored enterprise processes for applications.
• Conducted post-resolution reviews with team members.
• Provided immediate emergency response and incident management.
• Developed and coordinated response processes.
• Tracked metrics involving critical incidents to model trends, produce reports, and make effective recommendations for improvements.
• Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
• Developed highly effective incident response team and trained extensively in preparation for possible events.
• Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.