Vinamra Dhamija

Experience

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  Sopra Steria

  Aug 2004 - Dec 2008

  Support Analyst

  (Technical Support, Problem, Incident and Change Management)Project Summary Boots is one of the best-known retail names in the UK, providing health & beauty products and advice that enhance personal wellbeing. The project was to support Boots Opticians Systems (Store and Head Office). Boots has nearly 300 optician stores across UK.Responsibilities Monitoring support activities on client-specific software.Problem, Change and Incident Management through Remedy.Maintaining and improving upon project SLA parameters.Responding to client queries and streamlining the communication and work activity across offshore/onsite teams.Getting incident requests from client on remedy and solving them.Third party interaction. Ensuring Service Delivery to the end user within the Service Level Agreements (SLA).Solving the incidents logged by the customers within SLAs on remedy.Support and Maintenance of application used by Boots.To liaise with internal and external contacts, ensuring smooth running of routine operations or special events.Evaluation and Review for ensuring the quality of service/applications/content. Show less

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  CSC

  Dec 2008 - May 2010

  Problem Manager

  Client Multi - Clients Team size 20 Duration 17 Months; Project Summary Member of IPM NA (Incident & Problem Management, North America) team which ensure Service Delivery to the end user within the Service Level Agreements (SLA).Includes DSR (Daily Service Review) meetings.Root cause analysis of a problem and preparation of various reportsGDSR (Global Daily Service Review) reports. ResponsibilitiesHandle Critical Investigations and RCAs.RCA quality check and compliance.Ensuring Service Delivery to the end user within the Service Level Agreements (SLA).Act as an interface between Service Delivery Managers and respective Account Leads for the Account.Holding Meetings with All Product Lines to discuss issues and concerns to ensure quality service delivery.Member of the service improvement plan.Chairing DSR and Global DSR calls.Preparation of SLA and metrics reports.Client interaction during incident / problem management. ApplicationsOS and Back -End Remedy, Lotus Notes. MS Office 2003 / 2007.Windows NT, Windows XP Show less

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  Capgemini

  Jun 2010 - Sept 2012

  Process Manager

  Project Name IM Netherlands Project Summary Providing IM (Infrastructure Management) and AM (Application Management) support with Service desk.Providing various process management support including Incident management, Change management and Problem management.Holding Meetings with All Product Lines to discuss issues and concerns to ensure quality service delivery. ResponsibilitiesEnsure and promote correct use of problem management process.Ensure process, procedure and work instructions documents for problem management activities are up to date.Ensure problems are correctly identified, logged and classified.Ensures IT managers or Team Leads are properly identifying and committing resources to perform all Problem Management activitiesEnsures that the individual activities of the process are carried out with regards to agreed service quality levelsEnsures Problem Analysts are adhering to the Problem Management ProcessProvides status updates on problems and known errorsProvides guidance, direction and coaching on Problem Management activitiesContributes to Continuous Process Improvement activities by identifying training opportunities for Problem Management team and improvement opportunities for the processFunctions as point of escalation for Problem Management AnalystsConducts Problem ReviewsResponsible for liaising with and providing reports to other Service Management functionsWorks with Service Desk, Incident Management, etc. and Problem Analyst(s) to determine whether to perform Root Cause Coordinates with Incident Management, Change Management, and ConfigurationManagement to ensure correct and consistent data is provided to the Problem Management processCoordinates Problem Analysts' time for problem resolution and proactive analysisTracks status of Requests For Change (RFCs) initiated by Problem ManagementPreparing SLR and Problem Progress Reports Member of the service improvement plan. Show less

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  IGATE

  Sept 2012 - Sept 2014

  Tech lead

  Problem Management and Value Innovation

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  Atos

  Sept 2014 - now

  Problem Manager

  • Service Delivery Manager

    Jun 2023 - now

  • Project Manager

    Sept 2014 - Jan 2024

  • Project Manager

    Sept 2014 - Jan 2024