Divya Sareen

Experience

• 

  Lorion Telecommunications Pvt. Ltd

  Jan 2006 - Sept 2006

  HR Executive , research and development associate
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  BA Continuum India Pvt. Ltd.

  Nov 2007 - Jan 2009

  Service Desk Analyst

   Resolved client queries over chat, voice and remote sharing & reassigned tickets when required Troubleshot various client specific equipment’s, servers, active directory, user accounts, password resets related issues Handled P1 &P2 tickets as per the SLA’s Involved appropriate resolvers, vendors & stakeholders on bridge till resolution achieved Conducted ISO 20K and ITIL awareness sessions in the Team

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  Freelance

  Jun 2009 - Jun 2010

  Training & Hiring (Freelancing)

   Counseled the candidates in the telecom technology Trained candidates on telecommunication concepts and technologies Coached the candidates in both technology and soft skills before the interview Managed and assisted the interviews held at the company Coordinated with the HRs from different companies with the interview procedure Worked as research and development associate

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  Unisys

  Jun 2010 - Jul 2011

  Sr. Technical Support

   Supported the onsite techs with configuring the devices for NEC 7-11 stores Generated and provided sever passwords, onsite tech passwords Coordinated issues with the ISP Handled issues involving other levels of support Handled server issues at 7-11 by providing remote support Maintained user accounts Checked account status, unlocked the user accounts and reset passwords Troubleshot various client specific machines Created incidents as per the requirement Assigned the incidents created to correct resolver groups Followed up the incident till the issue is resolved Weniger anzeigen

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  Genpact

  Jun 2011 - Jan 2012

  ITIL Consultant

   Designed, customized and developed the process, procedure and templates as a part of process implementation procedure Consulted with various clients for process implementation Reviewed and approved the process implementation documentation Conducted the scheduled cycles of internal audits & facilitated spot audits Conducted ITIL 2011 awareness trainings in house & web based Identified, analyzed, executed various CSI activities for all ITIL process for different clients of Genpact Worked on defining the maturity models for clients supported by Genpact Performed gap-analysis and re-defined ITIL processes after understanding client’s process improvement objectives Created, updated & maintained the service improvement trackers (SIP) and risk management trackers Identified best practices & maintained the best practice tracker Weniger anzeigen

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  The Royal Bank of Scotland

  Apr 2013 - Jan 2014

  Sr. ITIL Analyst

   Managed a virtual team of 15 incident managers and BAU incident operations Conducted weekly, monthly, annual reviews of the incident management process & procedures Introduced processes and templates for improving the incident management process Managed the ticketing tool migration and incident notification tool implementation projects Full participation in the negotiation, agreement and maintenance of vendor SLAs and internal OLAs Analyzed and reviewed actual service performance against SLAs, OLAs & KPIs for vendor services Implemented, configured, and maintained the catalogue of available RBS IT services and ensured all information within it is accurate and up to date Coordinated with service owners for providing content for Service Catalogue Streamlined the Availability management process Setup availability reporting & availability review process to ensure that agreed levels of availability, reliability, maintainability are measured and monitored on an ongoing basis Participated in the Availability tool deployment Weniger anzeigen

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  JDA Software

  Aug 2017 - Aug 2018

  ITIL Consultant/ Sr. Qualtiy Analyst

   Performed the yearly process maturity activities Gathered high-level requirements from various team owners for tool migration Participated in the decision making process of selecting the appropriate tool for migration as well as implementation partner Gathered detailed/low-level requirements from various team owners Participated in daily migration project status meetings with implementation partner and ServiceNow and also internal governance meetsPrepared training material and delivered workshops for lean/six sigma awareness throughout the org. as part of the operational excellence program Facilitated brainstorming sessions to identify potential lean/six sigma projects within the org. Performed deep-dive analysis for problems/ areas of improvement on the identified projects Laid down road maps for project implementation Followed the Plan, Do, Check and Act methodology to ensure project completion Built lean/six sigma tool and templates Weniger anzeigen