Anand Batavia

Experience

• 

  Transport for NSW

  Mar 2007 - now

  - Governance of Service Requests for Infrastructure Services from initiation to completion andclosure, including issue resolution, quality control, prioritisation and review in a large and complex environment.- I ensure that the process is effective and efficient in daily operations throughout the request life cycle which meets or exceeds business expectations and service level agreements.- Create and maintain the Request Fulfilment process documents (flow charts, roles and responsibilities,knowledge articles etc.) to be used by the Service Request fulfilment teams, application portfolio teams, end users and suppliers and ensure that the process is designed in a manner consistent with the Process Quality Framework. I work collaboratively with Service Catalogue and Service Design teams and provide support and assist with the co-ordination activities of the end to end service request fulfilment process including the planning, designing and implementation of standard, simple and catalogue requests on to self service portal.- I am the primary point of contact for Support Groups (Internal and External) where a risk, service delivery issue, escalation and improvement is required. I have always provided end to end accountability for all risks, issues, escalations and improvements until successful resolution. - I represent the Request Fulfilment process in governance forums with suppliers and other stakeholders.- I Provide awareness, education and training on the process and IT Service Management (ITSM) tool to all stakeholders.- Periodically audit the process to ensure compliance to policy and standards and review opportunities for process enhancements and for improving the efficiency and effectiveness of the process. I also lead the continual service improvement for the process. Show less I am responsible for managing a small team of IT support specialists to deliver quality IT support services to customers at the highest levels. Additionally, I assist with the preparation of performance monitoring and reporting of the teams’ performance. I maintain best practice for the delivery of services provided and have put in place plans and actions based on the performance results.– Establishing an effective and efficient support service for customers in a timely mannerin an environment that is competing for resources.– Ensuring appropriate sill sets are available in their team to deliver the required supportservices. Show less

  • IT Catalogue Manager

    Sept 2021 - now

  • Service Requests Governance Manager – IT Service Management

    Dec 2016 - Sept 2021

  • Service Desk Stream Lead

    Oct 2014 - Dec 2016

  • IT Service Operations Team Leader

    Mar 2007 - Oct 2014