Rashmi Sarkar

Experience

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  Sutherland

  Jun 2010 - May 2011

  Technical Support Engineer

  Responsibilities:• Provide Technical voice support to Microsoft end users for PC Protection and Networking.• Troubleshoot and resolve all technical issues pertaining to MS Windows Desktop/Server, MS Office suite 2010/2013, network connectivity related issues, maintain individual targets and quality for the calls.

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  Cognizant

  Jun 2011 - Feb 2013

  Technical Executive/Subject Matter Expert

  Responsibilities:• Provide Voice Technical Support to retail corporate users • Troubleshoot and resolve all technical issues pertaining to MS Windows Desktop/Server, MS Office suite 2010/2013, Network connectivity related issues, Server monitoring• Mentor and train new agents.

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  Cognizant

  Mar 2014 - May 2021

  Responsibilities:• Manage Service Delivery (Technical and Non-Technical, Projects), BAU Operations for customers/clients across multiple geographies.• People management, hiring, allocation & release, monitor employee productivity, manage employee performance.• Finance Management – Budget planning, annual and monthly forecast (Revenue and Cost), computation of actual vs budget, cost optimization via strategic workforce and resource management, Create service orders, purchase orders and manage customer/vendor invoices. • Manage projects for BAU modernization (Datacenter to Azure Cloud Migration, ServiceNow implementation, Technical upgrades of Client’s IT infrastructure), Define project scopes, plan project’s budget and resources, create project execution plan, conduct technical workshops with stakeholders, create WBS, track and monitor project execution progress, report project’s progress to stakeholders. • Meet key customers and business to discuss service requirements and develop effective and practical solutions.• Contract Management, SLA, OLA and KPI Management.• Stakeholder Management-Governance meetings with stakeholders, escalation management.• Manage Risks (Identify, analyze, monitor and mitigate). Show less Responsibilities:• Manage and lead BAU teams.• Governance meeting with stakeholders, escalation Management.• Manage contracts and deliverable as per SLA & KPIs.• Finance Management – Budgeting, Forecasting - Revenue and Cost, Cost computation & optimization.• People management, hiring, allocation & release, monitor employee productivity.• Support Audit - Internal and external service audits. • Risk Management (identify, reason & mitigate).• Performance management of the team members (Goal settings and evaluate the performance as per the Goals).• Conduct team huddles, help team members maintain business professionalism & deliver exceptional service to customer. Show less Responsibilities:• Manage ITIL Services – Incident, Request, Access, Problem, Change, Vendor Management, Access Management, Ticket Audits, MIM, Document Version Management, and Continual Service Improvement, Manage and maintain the SLA and processes based on the contract.• ITIL Process document creation as per the contractual requirements and smooth execution of the ITIL processes in BAU• Meet with key customers to discuss service requirements and develop effective and practical solutions.• Monitor team performance adhering to ITIL processes. Show less

  • IT Service Delivery Manager/ Operations Manager/Project Manager

    Jun 2011 - May 2021

  • Operations Manager/Team Manager/Team Leader

    Aug 2015 - Apr 2016

  • Service Manager

    Mar 2014 - Jul 2015
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  Commonwealth Bank

  Jul 2021 - now

  IT Service Manager

  Responsibilities:• Accountable for a smooth BAU operations and delivery of bank’s Collectionservices/applications.• Vendor Management - Govern SaaS application vendors, Govern and guide IT service provider vendors for BAU operations.• Stakeholder Management- Collaborate with stakeholders like Product owners, Business owners and BAU teams, identify opportunities for continuous improvement of applications/services.• Manage Vendor Contracts - Contract renewals, create service orders, purchase orders and manage invoices.• Accountable for ITIL Process execution to achieve a controlled seamless BAU• Accountable for applications’/services’ compliances as per Bank’s quality and data security standards.• Participate in application/service audits, accountable to facilitate the auditor with the requirements • Accountable for risk management, Chair security and risk assessments toidentify and analyze control gaps, vulnerabilities and BAU process gaps,• Accountable for end to end execution of risk mitigation actions with stakeholders Show less