Mihika Sawant

Experience

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  LTI - Larsen & Toubro Infotech

  Jun 2007 - Dec 2010

  Systems Engineer

  • Gather requirements from the Business users and help the Production team to configure ITSM Tool as per the environment• Help establishing Service Level Agreements as per business requirements• Implemented Incident/Change/Problem Management in CA ServiceDesk• Implementation and Customization of CA Unicenter NSM Suite of products for real-time alerts and service level reports for systems, applications, database and network • Gap Analysis and providing suggestions to improve the processes, by defining CSF’s and KPI’s• Maintaining process integrity and delivering continuous process improvement • Performing investigation, diagnosis, resolution, and escalation for ITSM service and restoration requests• Coordinating the IM process at all levels of the corporation globally with various IT groups as well as external alliance partners • Monitoring Key Performance Indicators (KPIs) and delivering management reports on the health of the Incident Management process• Perform UAT (User Acceptance Testing) for new deployments and changes• Reviewing and maintaining several training materials as well as work instructions to adhere the IM process• Providing approval for change requests to the IM process• Manage “Standard” change process• Filter change requests and seeks additional written information when required• Approve minor changes• Coordinate Change Advisory Board (CAB) meetings and Emergency Changes Show less

• 

  Capgemini

  Jan 2010 - Aug 2018

  Senior Consultant

   Handling Service Delivery of ITSMaaS for Capgemini Accounts as an Escalation manager- managing external customer escalated and critical cases and providing them updates on their issues on daily basis Developed Global Process for taking a New client from Project phase to Operations to ensure smooth transition Setting up a Global Knowledge Base across Infra domain through RKM module Upgrading Remedy ARS/ Mid-Tier/ ITSM from v7.6 to v8.1 Designing Architecture for Remedy V9.1 upgrade from V7.6 Customized Email Engine to develop a Interactive Notification System Providing Level 2/3 support for ITSM Application Interacting with BMC on escalated Issues from Level 3 Production Support Performing investigation, diagnosis, resolution, and escalation for ITSM service and restoration requests.  Configuration and Support of the ITSM Suite 7.x/ 8.x (IM/PM/CM/WM) for the Enterprise as per the customer Requirement Maintaining all the servers which are live on service for availability Applying Work packs and Patches to current Remedy Environments Releasing Weekly/Monthly Reports for the Incidents and Changes being Worked /Escalated in the work period Testing RoD functionality/ customizations as requested by users in line with vendor BMC Show less

• 

  Aditya Birla Group

  Aug 2018 - Apr 2019

  Manager
• 

  Fujitsu

  Apr 2020 - Nov 2021

  Project Management Consultant
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  Capgemini

  Nov 2021 - now

  Manager