Roopal Gupta (She/Her)

Experience

• 

  Accenture

  Feb 2012 - Apr 2021

  • Change Manager for managed network services for global pharmaceutical client, delivering services for 4 global DCs, 50+ manufacturing and R&D sites and 250+ remote sites. Infrastructure included WAN routers, Core switches, Load Balancers, Wireless Controllers, Cisco WAAS, firewalls etc.• To monitor the effectiveness of the change management process and make recommendations for improvement. • As part of the ITIL Service Integration, manage the process across all Providers by frequently reviewing Change Reports from all Providers. • Manage the governance of the life cycle of changes and make sure that only authorized changes are implemented. • Manage relationships and coordinate work between different teams at different locations. • Responsible for communicating and implementing the overall direction and management of the ITIL Change Management Process. • Actively participate in business development and client relationship development. • Maintain, audit and continually improve ITIL change management processes to ensure compliance across multi-service provider, change management processes including creation and processing of Request for Change (RFC), assess and evaluate change, coordinate change with stakeholders, test change prior to release, authorize and schedule change implementation, implement change, and review and close change record. • Provide expertise support to Service Delivery Manager in the ITIL Change management service improvement plans. Show less • Incident Management Team Lead of 10+ employees for managed network services for global pharmaceutical client, delivering services for 4 global DCs, 50+ manufacturing and R&D sites and 250+ remote sites. Infrastructure included WAN routers, Core switches, Load Balancers, Wireless Controllers, Cisco WAAS, firewalls etc.• Manage and supervise the team providing guidance, coaching, and mentorship including roster management, performance management, escalations, and feedback.• Oversee all logged incidents, ensure timely response on newly logged tickets, Monitor and co-ordinate with resolver groups, vendors, and service owners to resolve the incident in line with resolution SLA's. • Proven experience in handling major service disruptions, driving major bridges, sending out communication to the stakeholders and leadership• Experience in various tools like ServiceNow, ITSM, BMC Remedy• Worked on incident trend analysis along with working on reduction of ageing tickets resulting in a 30% reduction in the total number of incidents.• Lead and facilitate all critical/high incident investigation activities and meetings with stakeholders. • Conduct comprehensive training sessions on the new ITIL processes and related IT service management guidelines.• Revise and enhance process documentation/run book, procedures and workflow based on feedback• Work on the Corrective Action Preventive Action (CAPA) report post successful resolution of a critical incident• Coordinate and direct all facets of the problem management effort, including bringing the right teams, tools, and information together. • Delegate subtasks to other team members including RCA identification and analysis. • Manage read-outs of problem tickets in weekly PRB calls. • Deduce and assign CAPA actions and follow up with action owners. Show less • Support the resolution of IT incidents by logging, categorizing, prioritizing, and escalating tickets as necessary• Act as a primary point of contact between end-users and our technical teams for all technology related issues• Handling major service disruptions, driving major bridges, sending out communication to the stakeholders and leadership• Assist in the implementation, maintenance, and improvement of ITSM processes• Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process. • Manage the operational support and oversee remediation activities with designated technical resources.• Create incident related performance analysis and reporting for review by IT management.• Helping to create business aligned support of the Incident Management process. • Develop process and procedures that ensure Incident Management and Service Desk related action items are tracked and completed. • Maintain awareness of all Critical Incidents. • Accountable for performance standards within the Incident team • Acting as escalation point for any issues relating to Incident team. Show less

  • Change Manager

    Apr 2019 - Apr 2021

  • Incident Management Lead

    Jul 2014 - Mar 2019

  • Information Technology Service Management Analyst

    Feb 2012 - Jun 2014
• 

  HCLTech

  Jul 2021 - Aug 2023

  Information Technology Operations Specialist

  • Successfully led a team of incident, problem, and change management professionals of 15+ analysts, supervising, coaching, and mentoring to ensure efficient and effective operations for managed network services for global FMCG client.• Responsible for resource identification and alignment, team governance, roster management, people development and feedback management for the team • Implemented and maintained robust incident management processes, ensuring timely detection, analysis and resolution of IT infrastructure incidents to minimize business impact and downtime. Led incident response efforts during major incidents, coordinating cross-functional teams and stakeholders to restore services within agreed-upon SLAs and mitigate potential risks.• Developed and implanted proactive problem management practices, including root cause analysis and trend analysis, to identify underlying issues and prevent recurring incidents. Utilized problem management techniques to drive continuous improvement initiatives, resulting in reduction of incident volumes and increased system stability and reliability.• Designed and implemented change management processes to facilitate the planning, assessment, and approval of changes to IT infrastructure and services, ensuring minimal disruption and risk to business operations. Conducted impact assessments and risk analyses for proposed changes, collaborating with stakeholders to assess potential impacts and develop mitigation strategies.• Proven experience in various tools like ServiceNow, ITSM, BMC Remedy, Jira, Tableau• Prepared and presented comprehensive reports and dashboards to senior management, highlighting performance trends, areas of concern, and recommendations for CSI initiatives which led to new business• Identified areas for process improvement within incident, problem, and change management functions, leveraging ITIL best practices and industry standards to optimize workflows and enhance efficiency. Show less