Ramya Kashyap

Experience

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  IBM Global Services India Pvt Ltd ITPL

  May 2003 - Nov 2005

  Senior Customer Service Associate

  Creating & Developing MIS Reports.Created & Developed Excel Macros for various data operations.Created web (HTML) based learning tools for various data operations project.MIS data Analysis & reportingData Operations Support & Training

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  IBM Daksh Business Process outsourcing India Pvt ltd

  Dec 2005 - Nov 2006

  Senior Executive

  Single point of contact for transition on the accountManagement of delivery in day-to-day operations for Service Management.Develop and implement effective and efficient IT Service Management (ITSM) process solutions.Performing process maturity / effectiveness assessments.Ensuring process compliance to applicable internal & external standards (e.g. ISO20000) Ensure KPI compliance.Ensure reporting requirements for ITD, DPE and Customer.Provide DPE with single point of contact and be the advocate between Service Delivery and the DPESupport of the DPE in Major Incidents and drive major changes and releases.Initiate and track activities in case of degrading services (e.g. increasing numbers of Sev. 1 problems).Escalation of service problems/shortages to DPE/management.Ensure correctness and actuality of all operational documentation (e.g. operating manual) Member of the account team and responsible for SLA delivery for client.Review and approve all changes.Assist with the processing of customer service requests as required.Attend regular & adhoc customer meetings. Present results/actions as required.Prepare weekly reports for the customer.Act as the point of contact for all customer escalations.Drive process improvements within the Service Management.Drive/participate and coordinate audit readiness and security standard.Manage day to day Client relationship.Lead India service management team.Drive Root cause analysis as part of Problem Management process. Ensure account compliance requirements are met.; Bangalore IN; Created & Developed MIS Reports on MS Access.Created Excel Macros & SQL scripts on Reference Databases to Equip team with better tools to manage the data operations.I was IT focal point for the team wrt to system/Application related issues Show less

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  IBM India Pvt Ltd

  Nov 2006 - Apr 2010

  Service Delivery Manager

  As an SDM, I manage over 50 people under different technical teams who support SAP (Basis, BW, and XI), UNIX, Storage, Intel etc.Knowledge and exposure to SAP environment

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  Tata Consultancy Services

  Apr 2010 - Oct 2010

  IT Analyst

  Exposure to few Aris Global set products (ArisG, Agxchange)Client engagement & transition.Responsibilities undertaken : People Management Activities:Manage day to day escalations & team conflictions, undergone training on Team management, Motivations & Team conflicting.Build credible and lasting relationships with prospects and customers for repeat business.Motivating team members in order to get the work done in tight timelines.Responsible for people development and coaching.Support recruiting and educating of new employees according to agreed plan.Delivery Enablement activitiesEnsure team operates according to the globally defined ITIL Processes. Implementation of Service Delivery Plan.Reviewing of the Service Review report with the customer and managing Service Level deficiencies and initiating Service Improvement ProgramAnalyzing metrics data for trends, performance issues and opportunities for service improvement. Conducting reviews of Performing Suppliers on a regular basis to validate deficiencies have been corrected.Coordinating, facilitating and supporting the necessary governance sessions to review metrics and measures reports and present findings and recommendations for Customer approval. Practice activitiesResponsible for creating reusable assets like standard assessment kits/templates and Maturity models, ITIL Process Standardization across the company and process design review for other projectsResponsible for performing due diligence.Assessments and draw roadmap on Service Management as part of Transition and Transformation plans.Customization of Service Desk tools in line with the ITIL process.Achievements:Have successfully implemented service desk function which intern resulted in improvising services & C-SAT.Have trained the IT service teams on ITIL framework.Functionally manage a technical team (mix of expertise level) of over 10 members. Show less

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  Synowledge PV Services

  Jan 2011 - Mar 2013

  Service Delivery Manager

  • Lead IT service team in short term projects (both implementation & support project) achieving the on time deliverables with quality with help of Project management practices.• Working with application consultants on day to day deliverables to clients.• Plan & monitor project timelines, progress, communication & resources.• Monitor & control project on boarding & documentations.• Set up ITIL processes such as Service Desk.• Taking care of all the Agreements like SLA‘s, OLA’s and UC’s between client and Synowledge.• Service Reviews with the customer and managing Service Level deficiencies and initiating Service Improvement Program.• Conducted internal audits & facilitate QA in customer audits.• Have successfully setup timesheet tool (quick base) to track & report resource utilization to senior management enabling capacity planning & decisions.• First point of escalation for customer on services.• In charge of PMO activities such as project billing etc...• Develop intimate knowledge of the client's business and industry to drive usage and value-added transactions (i.e. on boarding, use of inquiry, events attendance, etc.).• Identify opportunities to connect the client to the Synowledge community through Inquiry, Events as appropriate to ensure that the client is exposed to, and experiences, the full Synowledge Value Proposition.• Through a solid working relationship, understand current as well as future client projects along with key milestones and measures of success. Show less

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  Oracle

  Mar 2013 - Dec 2018

  Sr Technical Engineer

  • Providing Technical Support in Argus Application (Argus main module, LAM & Admin) to both external and internal customers.• Integration of Argus with OBIEE 12c and support• Integration of Argus with Oracle B2B and support• Support internal instances (for support/dev/QA teams)• Assist on demand Argus team with issues & RCA, Client auditing.• Loading and Recoding MedDRA as and when new MedDRA version has been released.• Co-ordinate with development, testing teams with bugs/patches.• Assists customer with patch releases/updates.• Assists customer with Argus upgrades. • Good knowledge of Argus Architecture.• Assist customer with out of box report creation. Show less

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  IQVIA

  Jan 2019 - Jun 2019

  Senior Product support tech advisor
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  Oracle india pvt Ltd

  Aug 2019 - now

  Principal Technical Support Engineer