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Khushboo Pancholi

Khushboo Pancholi

Senior technical Associate

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location of Khushboo PancholiMumbai Metropolitan Region

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  • Timeline

  • About me

    System Analyst – SMC (Problem Management) Problem Manager (Consultant) at Atos

  • Education

    • Institute of Engineering and Technology Alwar

      2003 - 2007
      Bachelor of Engineering (B.E.) Electronics and Telecommunication

  • Experience

    • Tech Mahindra

      Aug 2007 - Aug 2013
      Senior technical Associate

       Total 6 years of experience in IT industry spanning over various roles like of Problem Manager, Incident Manager, Product /Application Support & Analysis Expert. Worked as an Onsite Coordinator (6 months: Aug 2011- Jan 2012) & Onsite Trainer (1 month: Jan 2013 – Feb 2013) Two years of experience as a team leader. Expertise in area of orders analysis, incident analysis, problem analysis and functional activities including providing telecom solutions to the customers. This includes detailed analysis/solutions for any customer complaints. Also emphasis on team building as a team lead. Expertise in CSS and Clarify Bridge Application. Involved in dealing with live issues for order provisioning in telecom domain. Show less

    • Atos

      Sept 2013 - now
      System Analyst – SMC (Problem Management) Problem Manager (Consultant)

       In my current assignment (KPN) with Atos as Problem Manager (1 year), apart from the standard roles and responsibility of a problem manager, I have identified process gaps & suggested Process improvements, Designed KnownErrorDatabase Process and actively involved in proactive problem management. Faced Audits and appreciated by team lead for achieving good scores. Worked as a Problem Manager for E-Plus domain in Atos, which spanned for 2 years. Since this was a new project, it gave me insights to SLA definition, defining process from scratch, process improvements, and CSI initiatives and operations management. Prepared “PM Process in Nutshell” presentation which is used to train Technical teams on processes. Conducted training sessions on Problem Management to Indian and German technical domains and actively involved in pushing CSI. Designed Process for performing Trend Analysis on a monthly basis. Analysing, reporting, giving recommendations and developing strategies on how to improve quality, utilization and efficiency to achieve business and organization goals, visions and objectives Result driven and focused with immaculate work habits, admirable leadership qualities, fast learning curve and work well under pressure. Responsible to ensure delivery of RCA status report for all the Major Incidents on time (24 hours from Incident closure) and RCA document within 5 working days of Incident closure. Show less

  • Licenses & Certifications

    • ITIL

  • Honors & Awards

    • Awarded to Khushboo Pancholi
      Start Performer Award Atos Nov 2016
    • Awarded to Khushboo Pancholi
      Certificate for excellence Atos 2015 Certificate of Appreciation for outstanding contribution towards establishing, coordinating and monitoring service management processes according to Atos standards and for the projects benefit ( June 2015 )
    • Awarded to Khushboo Pancholi
      Star performer of the team Atos 2015  Received SPOT (star performer of the team) award
    • Awarded to Khushboo Pancholi
      Blue Ribbon award Tech Mahindra 2012  Received Blue Ribbon award in 2012 from BT on presenting our project in challenge cup
    • Awarded to Khushboo Pancholi
      Shine winner award Tech Mahindra 2011  Received Shine winner award from client in 2011 for resolving a critical issues
    • Awarded to Khushboo Pancholi
      Valuable Team Player award Tech Mahindra 2010 Valuable Team Player award in 2010 on the basis of work performance in the project
    • Awarded to Khushboo Pancholi
      Cookie Award Tech Mahindra 2008
    • Awarded to Khushboo Pancholi
      Appreciations Atos  Received appreciation from E-Plus Director for RCA session for one of the P1 which was being audited by him. Received appreciation from E-Plus Global SDM for managing RCA’s of P1 issues, for tracking action points to completion, for conducting meetings. Received several Appreciations from Customer, Operational Manager, and Process Owner & GBU Leads for the proactive attitude, quality of RCA’s and structured reporting and got the title as KEY RESOURCE for the Project… Show more  Received appreciation from E-Plus Director for RCA session for one of the P1 which was being audited by him. Received appreciation from E-Plus Global SDM for managing RCA’s of P1 issues, for tracking action points to completion, for conducting meetings. Received several Appreciations from Customer, Operational Manager, and Process Owner & GBU Leads for the proactive attitude, quality of RCA’s and structured reporting and got the title as KEY RESOURCE for the Project ‘E-Plus’ Highest rating for consecutive three appraisal cycles and promoted to higher level within 2 years after joining Atos Show less
    • Awarded to Khushboo Pancholi
      Appreciations & Achievements Tech Mahindra  Received several laurels and appreciations from Clients/ Higher Management for prompt & corrective measures shown and efforts taken for resolving critical issues and meeting the project deadlines. As a Team Leader, contributed in a large way towards the Retail team in receiving the Customer rating of 1 (Delighted) - for 12 consecutive months in a row And also brought down the tails count (a very crucial parameter wrt our Project) to the lowest which lead to increase in the RFT.