Aakanksha Kumari
Service Assurance Analyst
Bengaluru, Karnataka, India
Summary
An experienced Change Manager who is excellent at building communication bridges between departments based on a common language towards shared goals. ITIL Certified
Responsible for managing the day-to-day activities of the Change Management and overseeing the Global standardization of these processes and involved in a lot of Transition activities, Service Improvements & training.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Service Assurance Analyst
Shell
Bengaluru, Karnataka, India
01.2021 - Current
- Ensure standardized methods and procedures are used for efficient and prompt handling of all changes to controlled IT infrastructure, to minimize number and impact of any related incidents upon service
- Chairing CAB and CAB/Emergency committee
- Managing communications with all stakeholders; Establishing and maintaining strong relationships with internal and external customers.
- Driving practice area for change management in team by actively educating, coaching and supporting projects and other team members.
- Designing, coordinating and executing communication plan and change management related activities (e.g., stakeholder mapping, change impact analysis, training needs) within project
- Establishing strong relationships essentially, across set of global stakeholders with effective communication skills.
- Ensure to track, measure, report and evaluate vendor performance via SLA and KPI management
- Prepared variety of different written communications, reports and documents
- Participated in team-building activities to enhance working relationships
- Worked with customers to understand needs and provide excellent service
Associate Consultant
Wipro
Bengaluru, Karnataka, India
09.2018 - 01.2021
- Worked on one or multiple change programs, with oversight or leadership.
- Build and manage change management deliverables and activities to business-ready standard
- Ensure that appropriate change management tools and methods are applied to IT projects
- Facilitate knowledge sharing and capturing of good practice.
- Operate, with support where needed across change management, communications
- Review and track various project activities of ongoing production changes
- Advise stakeholders of granted, rescheduled or cancelled change windows
- Assist stakeholders in planning and organizing complex events involving different resource teams including third parties.
- Maintain and improve change process and Service Manuals while staying in compliance with customers established processes and Service Level Agreements (SLAs).
- Responsible for communicating with Incident Process Owner
- Responsible for effective implementation of process "Incident Management" and carries out respective reporting procedure.
- Represent first stage of escalation for Incidents
- Interviewed, recruited and trained new onboarding candidates
Senior Operations Professional
IBM
Bengaluru, Karnataka, India
03.2016 - 09.2018
- Owner of Incident, Problem, Change, and Escalation processes, ensuring prominent levels of performance in these processes, accurate reporting, and establishing service improvement activities when required.
- Skilled in collaborative management environment succeeding through regular, meetings and clear formal and informal communication with members of local and remote management teams.
- Participate in process automation, analysis and tool improvement initiatives in support of reduced time to resolution for all incident types.
- Successful in Transitioning several accounts within IBM
- Carry out PIR activity to ensure successful completion of change
- Reviewing Major Project Roll outs (Failover/DR and Infrastructure Upgrade Activities).
- Initiated change Audit process as service improvement.
- Drafted Change Management Process document and cheat sheet for extracting reports for all Monthly Metrics.
- Defined Standard change to enable Low Risk High Volume change
- Reduction in manual effort (Reporting & Change Tracking)
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines
- Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics
- Introduced new methods, practices and systems to reduce turnaround time
- Reviewed operations reports to understand numbers and trends
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies
- Identified and resolved unauthorized, unsafe or ineffective practices
Service Management Analyst 3
Unisys Global Services
Bengaluru, Karnataka, India
08.2015 - 02.2016
- Monitor upcoming changes on multiple tools and maintain queue up to date.
- Review risk and impact analysis to ensure that appropriate actions have been planned to minimize risk and failure on changes during implementation.
- Document all reports and agendas for various change management meetings and monitor all metrics impacting business
- Prepared variety of different written communications, reports and documents
- Created dashboards using ServiceNow for daily, weekly and monthly reporting
Senior Systems Executive
Cognizant Technology Solutions
Bengaluru, Karnataka, India
05.2013 - 07.2015
- Monitoring of tickets and taking necessary actions
- Handling Conference Bridge calls on Severity 1 & 2 incidents to minimize the impact of any outage and find resolution within the SLA for reduced impact on business
- Act as single point of escalation for all application support issues.
- Ensures that Customer has timely and accurate production information necessary to make key strategic decisions.
- Prepared Change Audit Template for effective feedback that best fits our Change Process & action plan for people to adhere to quality parameters and preparing Score card for change tower wise.
- Reviewing change SOPs periodically and update if any changes
- Part of External and Internal Audit
- Worked with PE team to get features enabled in SNOW to reduce manual effort
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Education
Bachelor of Science - Computer Science And Engineering
Swami Vivekananda College of Science & Technology
Bhopal 09.2008 - 08.2012
Skills
Change Management
IT Service Management
Business Process Improvement
Ability to work independently
Training and Development
Dependable and Responsible
Communication skills
Flexibility
Certification
ITIL (v4) Foundation certified
Timeline
Service Assurance Analyst
Shell
01.2021 - Current
Associate Consultant
Wipro
09.2018 - 01.2021
Senior Operations Professional
IBM
03.2016 - 09.2018
Service Management Analyst 3
Unisys Global Services
08.2015 - 02.2016
Senior Systems Executive
Cognizant Technology Solutions
05.2013 - 07.2015
Bachelor of Science - Computer Science And Engineering
Swami Vivekananda College of Science & Technology
09.2008 - 08.2012