Pooja Lajurkar

Experience

• 

  XECUTE HR SOLUTIONS PRIVATE LIMITED

  Mar 2014 - Aug 2015

  Technical Support Executive

  •Interacting with the US Client & giving technical assistance.•Troubleshooting done based on Network issue. Technical queries related with VPN & wireless.•Single point of contact for ITO level one support.•Meet the SLA (service level agreement) set by the clients.•Create an incident ticket and change request ticket depending on the issue.•Working on emails and remedy queue tickets.

• 

  Tata Communications Transformation Services (TCTS)

  Aug 2015 - Dec 2018

  Incident Manager

  •Opening a bridge call and co-ordinate with technician, customer and internal management until the issue is resolved. Escalating the issue to proper team/technician to have the issue resolved within the SLA.•Follow the escalation process, involving senior delivery team and management, both within FIS and customer side.•To make sure all Critical and Major Incidents are addressed within SLA response and sending out the Critical Alerts notifications for such Incidents.•Following up on Critical/Normal incidents with the customers and the technical teams to get the resolutions. •Arranging troubleshooting calls and coordinating with the customer and the appropriate people required on the call for the resolution.•Manage customer communications and set appropriate expectations (i.e., Delivery date). Provide regular feedback to the customer on outstanding requests.•Actively manage the monitoring alerts generated for CPU, Space & Memory usage, Server down & Server reboot, Network issues and direct them to the appropriate groups. Notify customers for alerts and outages.•Identification of necessary changes to the system (hardware/software) having frequent issues.•Co-coordinating critical changes on customer systems starting from taking necessary approvals, following up with technician to complete the change in the given change window, notifying customer after the change completion.•Taking ownership of specific situations/tasks & instruct/ direct team accordingly•Active participation in daily Incident meeting.Provide monthly/weekly Incident reports to onsite manager.•Responsible for daily Conference Call with clients on daily Status & progress of tickets.•Contribution to ongoing process & operational improvements. •Chair bridge calls for effective coordination, incident resolution and service restoration.Represent the team and the company while leading a major incident.•Update Incident tracker with activities completed during the incidents. Show less

• 

  Atos

  Feb 2019 - Jul 2022

  Change & Incident Manager

  •Currently seeking experience in ATOS as Change & Incident Manager along with managing client relationship with business for Netherland region.•Manage / assess all activities necessary to control, track and audit Changes in the environment.•Create and issue the Change Advisory Board (CAB) agenda.•Schedule and Chair CAB meetings and ECAB when necessary. •Follow up on actions placed at the CAB to ensure that they are completed within the agreed-to timescales.•Post CAB Meeting, preparing, and publishing Change Advisory Board agenda to the stakeholders.•Assess validate and accept/reject changes.•Ensure Change status, progress and issues are communicated to the appropriate groups.•Evaluate performance metrics and plan accordingly to correct shortcomings or further streamline the process as necessary•Maintain a Forward Schedule of Changes (FSC) to give an actual status of all changes planned and in execution. •Perform PIR activities for changes.•Maintain Standard Change Catalog.•Provide trainings and guidance to users on •Change Management process.•Regularly interact with clients regarding satisfaction issues, expectations. •Experience in continual service improvement process, planning, and reporting requirements.•Conduct weekly, monthly customer meetings to review incident reports, new events, and satisfaction issues.•Participate & represent customer in weekly change review meetings & daily Incident review meetings.•Act as customer advocate during critical incidents and manage customer communications on Critical 1/Crisis bridges for customer.•Ensure service requests are managed to meet committed delivery schedules.•Ensure customer incident records are updated appropriately.•Managing/tracking the incidents assigned to Vendors. •Responsible for Vendor management in case of dependency. Show less

• 

  Wipro

  Jul 2022 - now

  Service level manager