Aparna Sutar

Experience

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  Tech Mahindra

  Mar 2010 - now

  • Hands on experience with ServiceNow Ticketing Tool for reporting. • Had given a major contribution for SNOW SLA Configuration, Front End Report creation and scheduling, Operational Reporting, Performance reporting, SLA, Volumetric Reporting & Management• Taken care of operational management task.• Executes the Major Incident Management process tasks in alignment with established processes.• Ensuring that the appropriate communications are sent to senior management keeping them informed of the incident and its impact.• Worked as an operational lead and reporting manager for 10 employees • Performs initial impact assessments with classification and prioritization of incidents.• Keeping internal partners aware of the status and progress towards resolution of assigned incident.• Provide incident reporting, including detailed description of incident from detection through resolution.• Worked as a Trainer for the new joiners Show less

  • Sr.System Engineer

    May 2010 - now

  • Operational Lead

    Mar 2010 - Apr 2015
• 

  Cognizant

  Apr 2015 - Nov 2018

  Technical (Service Desk) Lead

  • Supervised the team, monitored the service desk incidents, ran reports, and used specific KPIs to measure my team on their performance• Hands on experience on Avaya configuration, nice tool and Anywhere365 snapper as part of monitoring• Worked for the Healthcare Domain• Handled daily Customer Connects/meetings and Internal Standup Meetings with all teams for better coordination, call outs, highlights, daily scope study and Resource Management.• Handled Service Level Management (SLM) – SLA Calculations, Reporting, Breach Analysis, • Exception analysis, finding and highlighting Process gap, Service improvement and optimization Show less

• 

  Credit Suisse

  Nov 2018 - now

  IT Operational Manager

  •I work on core tools – SNOW,Nsphere,RSA,DesktopDirector,Compass,Mydesk,Reporter, Tablaue,PowerBI,M365,Zoom,Skype,Amelia chat bot. •Handling tickets and resolving it within SLA and prioritizing tickets based on user’s support Tier.•Remote desktop troubleshooting on Desktop/VM issues, Password issues, Application issues •Provide trainings on internal IT processes, applications, and best practices. •Use and contribute to knowledge management resources. •Ensure effective queue and ticket management in ServiceNow. Hands on experience with ServiceNow Ticketing Tool for reporting. Had given a major contribution for SNOW SLA Configuration, Front End Report creation and scheduling, Operational Reporting, Performance reporting, SLA.•Look for service improvement and ticket reduction opportunities, share and document ideas, solutions, improvements, and process efficiencies with team. •Contributing to suggestions on improvements for processes, procedures and business interfaces related to IT Operations and maintenance activities, ensuring operating efficiency for all applications and support. Adherence to strict SLA and Key Performance Indicators. •Executes the tasks and activities in line with the plan to ensure the effectiveness of the area supporting the end to end projects that improve customer and employee satisfaction. •Internal/External) and ensuring best in class service delivery for customers. Additional Tasks:1.Management Reporting:•Assisting Managers and Leads for data and quality analysis for the team. •Working as Quality analyst.•Acting as SPOC/SME for all chat and process related queries.•Working as management Extended - Presenting data for Monthly Governance to Senior Management.2.AMELAI TASKFORCE:•Working on Chatbot (AMELIA) BPN quality improvement.•Catering all BPN improvement needs from internal team, analysing it and pushing it ahead for its implementation.•Testing the changes done in UAT and postproduction. Show less