Kirti Gupta

Experience

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  Bharti (Bharti Airtel Limited)

  Dec 2013 - Nov 2016

  Senior Network Engineer

  Served as a Sr. Engineer (Network), leading the end-to-end service delivery for WAN and LAN networks across 23 circles nationwide. Collaborated with cross-functional teams to troubleshoot customer issues, configured and optimized routing protocols—including static routing and BGP4 (with EBGP for PE-CE routing)—and efficiently managed order logging through the Metasolv Tool. Additionally, provisioned and tested ISP links on PE routers while ensuring network security by configuring CE routers and implementing secure password protocols. for a couple of seconds. Show less

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  British Telecom Global Communications India Limited

  Nov 2016 - Mar 2022

  Sr. Change Manager (Service Transition)

  𝗚𝗿𝗼𝘄𝘁𝗵 𝗣𝗮𝘁𝗵:𝗡𝗼𝘃'𝟭𝟲 – 𝗗𝗲𝗰'𝟭𝟴: 𝗦𝗿. 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗥𝗲𝗹𝗶𝗮𝗯𝗶𝗹𝗶𝘁𝘆 𝗘𝗻𝗴𝗶𝗻𝗲𝗲𝗿𝗝𝗮𝗻'𝟭𝟵 – 𝗠𝗮𝗿'𝟮𝟮: 𝗦𝗿. 𝗖𝗵𝗮𝗻𝗴𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗿 (𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗧𝗿𝗮𝗻𝘀𝗶𝘁𝗶𝗼𝗻)𝗖𝗵𝗮𝗻𝗴𝗲 𝗚𝗼𝘃𝗲𝗿𝗻𝗮𝗻𝗰𝗲 & 𝗥𝗶𝘀𝗸 𝗠𝗶𝘁𝗶𝗴𝗮𝘁𝗶𝗼𝗻Managed the full change lifecycle, ensuring compliance, risk mitigation, and seamless execution. Enforced process adherence, validated approvals, and conducted ICAB reviews for risk analysis and rollback readiness.𝗖𝗵𝗮𝗻𝗴𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 & 𝗔𝘂𝘁𝗼𝗺𝗮𝘁𝗶𝗼𝗻Handled change requests via HPSM and ServiceNow, streamlining approvals and automating follow-ups to improve efficiency. Led training initiatives to enhance request accuracy and reduce delays.𝗖𝗔𝗕 𝗙𝗮𝗰𝗶𝗹𝗶𝘁𝗮𝘁𝗶𝗼𝗻 & 𝗦𝘁𝗮𝗸𝗲𝗵𝗼𝗹𝗱𝗲𝗿 𝗘𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁Advised on change assessments in CAB meetings, optimizing execution and reducing RFC rejections from 90% to 0%. Developed strategies for impact evaluation and organizational readiness.𝗦𝗿. 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗥𝗲𝗹𝗶𝗮𝗯𝗶𝗹𝗶𝘁𝘆 𝗘𝗻𝗴𝗶𝗻𝗲𝗲𝗿 – 𝗘𝘃𝗲𝗻𝘁 & 𝗜𝗻𝗰𝗶𝗱𝗲𝗻𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 (𝗡𝗼𝘃 𝟮𝟬𝟭𝟲 – 𝗝𝗮𝗻 𝟮𝟬𝟭𝟵)𝗡𝗲𝘁𝘄𝗼𝗿𝗸 𝗠𝗼𝗻𝗶𝘁𝗼𝗿𝗶𝗻𝗴 & 𝗢𝗽𝘁𝗶𝗺𝗶𝘇𝗮𝘁𝗶𝗼𝗻Monitored network performance using NPM, Orion, and NetFlow, optimizing database and traffic analysis. Ensured compliance by configuring SNMP, ICMP, and WMI polling.𝗜𝗻𝗰𝗶𝗱𝗲𝗻𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 & 𝗥𝗲𝗽𝗼𝗿𝘁𝗶𝗻𝗴Managed incidents within SLAs, provided real-time updates, and designed custom alerts and reports. Maintained SNMP-enabled backups and ensured clear communication during critical events. Show less

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  Cognizant Technology Services

  Mar 2022 - now

  Infra Technology Specialist – IT Service Management

  As an Infra Technology Specialist, I drive IT Service Management excellence by optimizing client service delivery, ensuring compliance, and leading process improvements. I conduct monthly service reviews, identify operational gaps, and implement action plans to enhance CSAT scores. I perform ITSM process audits to strengthen compliance, SLA adherence, and best practices across Incident, Problem, Service Request, and Change Management. Additionally, I manage risks, escalations, and SLO breaches, implementing corrective actions to improve service quality.𝗪𝗮𝗹𝗺𝗮𝗿𝘁 𝗚𝗹𝗼𝗯𝗮𝗹 𝗧𝗲𝗰𝗵 | 𝗖𝗵𝗮𝗻𝗴𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗿 (𝗝𝘂𝗻 𝟮𝟬𝟮𝟯 – 𝗣𝗿𝗲𝘀𝗲𝗻𝘁)In my current role, I lead change management strategies that improve adoption rates and minimize resistance to IT transitions. I oversee the assessment and prioritization of Change Requests (CRs) in ServiceNow, mitigating risks and enhancing IT service stability. By implementing proactive monitoring and risk mitigation strategies, I reduce critical change failures and change-induced incidents. I also facilitate weekly CAB meetings, ensure governance compliance, and drive automation initiatives to enhance operational efficiency.𝗢𝗻𝗲 𝗔𝗺𝗲𝗿𝗶𝗰𝗮 | 𝗖𝗵𝗮𝗻𝗴𝗲 & 𝗠𝗮𝗷𝗼𝗿 𝗜𝗻𝗰𝗶𝗱𝗲𝗻𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗿 (𝗠𝗮𝗿 𝟮𝟬𝟮𝟮 – 𝗠𝗮𝘆 𝟮𝟬𝟮𝟯)Previously, I managed end-to-end Change, Incident, and Problem Management processes, ensuring 99.9% uptime for critical IT services. I led Major Incident Management (MIM) efforts, driving swift resolution of high-priority incidents to minimize business impact. I reinforced governance compliance by reviewing and prioritizing Change Requests, enforcing stringent policies, and ensuring 100% adherence to KPIs. Additionally, I conducted CAB meetings, published SLA/KPI reports for transparency, and provided training to enhance process adoption across teams. Show less