Anju Sidha

Experience

• 

  Wipro

  Oct 2011 - Jan 2015

  Associate Network Engineer

  Roles and Responsibilities  Responsible for designing and implementation of customers network infrastructure and Core Network solutions. Involved in installation of CISCO Routers and router configuration, Configuring VLANs and Back up of IOS image Scheduled proposed network changes and worked with customers’ major business units to identify their impact. Ensuring maintenance of complete network, inclusive of performance monitoring, day to day network operations. Responsible for migrating the routers of Cisco routers (2800, asr1200, cisco7606, ASR9k), Switches (2960, 3750, 3800, 4900) including the validation, configuration, planning and end-to-end testing. Other assignments include Network monitoring and management using various Network Performance Monitoring tools such as MRTG (Multi Router Traffic Grapher), Whats UpGold, Spectrum , eHealth, CA and Cisco Works. Conducting installation & troubleshooting of networking equipment’s, thereby maintaining computer architecture.Timely execution of activities through effective planning and time management Show less

• 

  BT

  Feb 2015 - Dec 2021

  • Developed and integrated the service strategy within the overall Account Development Plan by working closely with the Account Team and all Sales & Service personnel aligned with the account• Managed all end-to-end service management activities on a day-to-day basis including customer advocacy, preparing, and leading customer Monthly Service Reviews, acting as escalation contact for incident, change and problem management• Helped avoiding churn of Global Customers through service improvement and continuous improvement programs as per Lean Six Sigma methodologies, helping improve NPS significantly• Built and maintained a good working relationship with the Account Team, Customers, Operational Management, and vendors.• Working on Service Level Availability to ensure all the services deliver agreed levels of availability to meet the needs of customers and users.• Regular meeting with customer to discuss future business problems and their solutions. Show less • Created and maintained central repository of documents such as standard operating procedures, process onboarding modules for new hires• Attended weekly CAB calls to record and highlighting the major and wrong changes that caused incidents• Managed workflow by equally distributing work amongst all team members in the shift• Roster Management and keeping a check on the adherence of the same• Prepared incident summary to facilitate the RCA and the gaps that caused the delay in resolving an incident• Oversaw corrective action policies and procedures, employee performance evaluations and training schedules• Was responsible for the end-to-end management of all IT major incidents by leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls• Managed the process to restore normal service operation as quickly as possible to minimize the impact to business operations by matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution Show less

  • Service Management Professional

    May 2018 - Dec 2021

  • Subject Matter Expert

    Feb 2015 - Apr 2018
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  Accenture

  Dec 2021 - now

  Customer Success Specialist