Christopher Joseph

Modernized knowledge management by translating and migrating technical documentation into a centralized Confluence

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• • repository Designed end-to-end (E2E) process architectures to standardize project delivery and improve cross-functional workflows and proposing a PMO dashboard adapted to the organisation Led technical kick-offs with teams and clients for scope alignment and CMDB data integrity audits, enhancing asset visibility and reporting accuracy Managed stakeholder onboarding, facilitating smooth transitions from the sales cycle to technical implementation Analyzed ITSM and project portfolio tools, proposing structural enhancements to increase operational efficiency Executed functional testing for new ITSM features to ensure seamless deployment and user alignment UAT testing for an AI chatbot solution around Knowledge Management for client and internal utilisation

Enabled continuous improvement by updating process documentation and ensuring CMDB accuracy in ServiceNow ITSM

solution

Own and led the process improvements related to Linux security patching on all IT assets

Led cloud migration initiatives and established governance for IT production management, impacting IAAS and PaaS

applications

Recruited, trained and mentored junior service delivery managers, facilitated onboarding, and coached business users on

ITSM best practices

Oversaw Incident, Change, and Problem management processes, serving as SPOC and achieving SLA and KPI targets

Implemented ServiceNow dashboards to drive IT Production KPI improvements and chaired IT Infrastructure change CAB

meetings

Led IT security initiatives, including monthly patch management and conducting audits to mitigate vulnerabilities

Applied DORA compliance guidelines for Major Incidents and led initiatives to enhance IT production governance

Applied AIOPS and LLM tools to reduce MTTR on Major incidents

Liaise with application scrum masters, DevOps and external service providers to facilitate change and release schedules

Established new KPI's in line with customer process improvement increasing customer satisfaction and third-party vendor

ownership

Collaborated on Incident/Crisis/Change/Release/Problem Management for all Business-critical issues

Conducted effective Incident and problem management by doing trend analysis, root cause analysis and backlog

reduction

Chaired the Steering committee/ Operational reviews and Technical reviews with the client

Ensured all contractual SLA and non-contractual KPI's are achieved by liaising with teams based in Vietnam, Mauritius,

France and Canada

Assisted in transitioning of new projects following the ITIL build to run process

Created a service catalogue for the client based on the services provided by Linkbynet to its clients

Counseled and accompanied clients cloud platform in line with the client's cloud strategy vision

Ensured the entire invoicing process assuring the source data, i.e., the CMDB is up-to-date with the correct pricing

Reviewed the Obsolescence and Capacity Management for clients IT assets and optimise licencing costs

Onboard the Service Delivery Manager for ENGIE client to ensure service best practices are applied

Coordinate RFP process for new service provider procurement

Participate in the FY Budgeting and resource allocation and capacity forecast for client projects