Mphasis / UCB Pharma

Designed the global Remedy operating model for incident, problem and request handling across UCB's 15,000-user environment. Configured a governed path from L1 Service Desk to L2 application support, L3 engineering and problem management, and L4 project or release work. Each route was tied to a resolver team, named members and a queue manager, creating consistent ownership from first contact through root-cause work or a formal project.

Built the master configuration-item type and category taxonomy and modelled configuration relationships. When the Service Desk classified a call or email by service and issue, such as Documentum and access, Remedy opened the matching embedded L1 troubleshooting guide and valid routing options. Also cleaned up the application inventory and decomposed service requests into clear tasks that could be routed or automated.

Worked with technology teams to mine three to four years of tickets and use Pareto 80/20 analysis to identify recurring issues and resolutions. Mapped incidents, service requests and server or database monitoring alerts into fishbone-style issue maps and SOPs. Defined WINS instructions for standard break-fix and linked workaround-only incidents to master problem records for engineering, change and release work. For this operation, the practical standard was simple: document the work, perform it as documented and maintain enough trained coverage that delivery continued during leave without depending on one person's undocumented knowledge. A KPMG audit confirmed that the operation exceeded the minimum CMMI maturity threshold of 3 required before more work could move from onsite teams to Bangalore.

Travelled to Monheim near Cologne after UCB acquired Schwarz Pharma and led the onboarding of the acquired IT organization into UCB's corporate support and delivery model. The Service Desk was the entry point. I baselined services, applications, sites and demand; redesigned Remedy groups, configuration-item types, service requests, escalation matrices and asset data; mapped application owners and support teams; and prepared access, documentation, training and Day 1 support. The broader integration also required regulated infrastructure qualification and controlled implementation across the two biopharmaceutical environments.

Travelled to Brussels to lead knowledge transfer of the global Service Desk into Bangalore, then extended the model across messaging and Exchange, network services, MasterCell enterprise monitoring and centralized access management for SAP Portal and file and group access. For each service, mapped process and ticket flows, support scope, service catalogue and ownership; defined RACI, resolver and escalation paths, KPIs, SLAs and reporting; planned staffing and training; and ran readiness, handover and stabilization.

Led the project to bring Mumbai and Vapi site support into UCB's global operating model and Bangalore delivery centre. Assessed the baseline, aligned roles and RACI, defined the service catalogue and support targets, integrated local incidents, requests and assets into Remedy and SRM, prepared documentation and training, and moved queue ownership and reporting onto global processes.