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
-
Education
Bachelor of Science - Computer Science And Engineering
Swami Vivekananda College of Science & Technology
Bhopal 09.2008 - 08.2012
Skills
Change Management
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
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