Sweta Maurya

• Accountable for the overall management of the Mortgage , Deposits and Bank of Ireland Finance(BIF) applications for BOI.
• Prioritize various activities for the team.
• Point of contact for escalation .
• Ensure early incident resolution and minimal customer disruption.
• Provide plan for service improvement.

Worked for Service delivery from process perspective . Assigned to roles - Incident Manager , Change Manager, Problem Manager , Capacity - Availability Manager , Service Introduction Manager .

Incident Manager

• Collaborate with different support groups(NTT, BOI and other support vendor) for Incident resolution within SLA and with minimal customer impact.
• Prepare and publish Incident SLA reports and incident volumetric metrics , MTTR etc.
• Incident Trend Analysis and creating action points to adhere quality metrics, achieving incidents reduction, Service operation as per project plan.
• Set and Achieve Incident reduction targets.

Change Manager

• Maintaining and Improving IT Change Management and Release Management.
• Manage the governance of the life cycle of changes and make sure that only authorized changes are implemented.
• Scheduling call to review change in PRE CAB before approving the same in CAB and ECAB for implementation.
• Schedule and drive CRI (Change Related Incident ) call to identify actions for different parties.
• Create change control checklist and review changes according to that to maintain quality and prevent unsuccessful changes.
• Monitor the effectiveness of the change management process and make recommendations for improvement.

Service introduction manager

• Coordinate with Client and team to facilitate Knowledge Transfer, query resolution , technical document review, Run Books review and SAC (service acceptance criteria) review.

Capacity - Availability Manager

• Prepare Service Availability report on the basis of the incidents and outages.
• Trace for resolution for remediation activities for any service outage
• Create and publish service improvement plan.
• Capacity planning, monitoring and review of different services.
• Capacity improvement plan, achieve client target for capacity related incident reduction.
• Exploring opportunities for Automation and coordination with various stakeholders to implement the same

• Leading a team of 14 resources supporting various branch applications, mortgage applications and reconciliation tool for BOI from offshore location.
• SME for various applications - Intellimatch, Brio Reporting Tool, Anti money Laundering application, etc
• Contact point for escalation and activity prioritization.
• Preparing Statement of Work ; Providing cost estimations; Preparing Service Introduction Plan; Technical operations model (TOM) creation and review, Prepare reports for governance meeting.
• Activities and process automation.
• Set and achieve targets for Incident volume reduction.
• Cross vendor coordination and training for efficient incident handling.
• Organization level audit related activities.

• Responsible for support and maintenance of various branch application, mortgage applications and reconciliation application for Bank of Ireland from onshore location.
• Incident , problem and change handling. Resolving the incidents within SLA. Root cause analysis(RCA) and fix implementation to prevent future occurrence. Producing various report for MI.
  Gaining knowledge and training team for Service support transition from onshore to offshore.
• Communication and coordination with various vendors and stakeholders at various level.

• Requirement analysis and design document creation and review.
• Scheduling client calls for requirement clarification.
• Preparing effort estimates and deliverable milestones with timelines.
• Coding, testing, code review.
• Migration of PowerBuilder application from PB V6.5 to PB V11.5.

• Creation and review of requirement analysis document designing.
• Code development , deployment , testing and UAT support.
• Create database scripts/stored procedures as per Change Requests.
• Support and maintenance activities for batch processing and reconciliation application.