Experience

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  Infosys bpo, pune

  Jul 2008 - Nov 2009

  Product data administrator

  Was working for P&G process creating Barcodes on Live Sap /MM systems realted to Procurement and supply chain

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  Tech mahindra

  Jan 2010 - Jul 2012

  Teir ii - sme

  People Management & Product Knowledge Expert

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  Csc

  Oct 2012 - Dec 2014

  Slm & quality analyst

  Have got good opportunity to work with Service desk, Incident management, SLM and Quality team in CSC.

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  Capgemini

  Mar 2015 - Dec 2017

  Service operations consultant

  • I/P/C service management Process Owner for the project.• Focusing on SLA compliance, Client relationship management and continuous service improvement.• Preparing daily, weekly and monthly Dashboards for Senior Management and Client reference.• Preparing Process Documents & work instructions for proper documentation & knowledge sharing among the team members.• Prepare PowerPoint presentations & build Dashboards/ templates to help report generation & presentation with more accurate & convenient way• Conduct Audits & publish reports to teams to follow action plan to meet their goals & help client satisfaction.• Working for multiple clients & handling their Priority incidents• Assess business impact and urgency, declare Major Incident or trigger business continuity procedures or disaster recovery invocation scripts.• Manage the process of the service restoration or impact reduction.• Act as escalation point for SDMs where resolution ownership is disputed• Guide and assist SDMs to ensure a globally consistent approach to operational processes.• Provide consistent communications in scope of the process and services.• Facilitate and lead operational and management oriented meetings.• Own end-to-end outage and business notifications.• Suggestions on service improvement and performance improvement• Planning all changes through stakeholder engagement, analysis and participation.• Increasing operational efficiency.• Establishing points of resistance and then developing plans to address those areas of concern.• Developing project initiatives that improve performance.• Act as a further escalation manager for customers and internal IT Support teams.• Handle day to day activities of Problem and change management processes, host Change Advisory Board meetings (CAB), Problem review meetings.• Conduct online / classroom trainings sessions for support users and stake holders, Introduced I/P/C dashboard Show less

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  Mondelez india foods private limited

  Jan 2018 - Dec 2021

  Service management specialist
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  Mondelēz international

  Jan 2022 - now

  Hosting infrastructure finops & governance consultant