Aarthi Kumar
Coimbatore
Summary
Dynamic and results-oriented professional with extensive experience in ITIL service management and operations management, notably with Tata Consultancy Services and Wipro Technologies. Excelled in enhancing service levels, conducting risk assessments, and leading quality assurance initiatives, achieving significant improvements in incident resolution times. Demonstrates exceptional problem-solving and analytical skills, ensuring operational excellence and stakeholder satisfaction.
Overview
11
11
years of professional experience
Work History
Service Management Analyst
Tata Consultancy Services - LSEG Account
Chennai
09.2020 - Current
- Service Governance on incident, change, and problem management processes, SLAs, and KPIs for the account.
- Collaborated closely with support teams to achieve contractual SLAs, KPIs, and work on identifying the gaps that affect the targets.
- Service Level Reporting on the operational review/performance (SLAs, KPIs, focus areas, PMR, SDR, risks) to clients and required stakeholders. Hands-on dashboard creation in ServiceNow and Power BI for reporting purposes.
- Major Incident Management. Monitoring major incidents and sending the MIM communications to the required stakeholders regarding the status.
- Risk Management SPOC. Logging of identified risks in risk register portal, updating & tracking it by coordinating with the concerned teams to ensure it gets closed in system on time.
- Service Operations handling. SOP tracker quarterly validation, Onboarding & Offboarding initiations, Exception handling, Audit reports, SIP tracker.
- ServiceNow Migration. SPOC for UAT testing on SLA definitions, processes with provided use cases to identify defects in the process workflow or the SLAs.
Transition Coordinator
Tata Consultancy Services - Refinitiv Account
Chennai
06.2020 - 09.2024
- Service Transition SPOC. Handling the KT readiness plans, transition documents, models, schedules, creation and presenting of review slides, KT exit reports, stats, cutover readiness & SCD reports to clients and required stakeholders.
Quality Analyst
Tata Consultancy Services - Thomson Reuters Account
Chennai
06.2019 - 06.2020
- Perform Weekly Incident Failure Analysis by collaborating with the respective teams.
- Using the 5 Whys analysis method to understand the root cause of the failure, and preventive actions to be taken to avoid similar failures. Capturing it in the problem records in the system, and driving towards closure of the problem.
- Incident, Change, Request, Catalog Tasks Quality Analysis feedbacks provided to teams for any improvements and backlog closure follow ups done.
- Managing Master analysis tracker & providing reporting views on the analysis done.
- Operational level reporting on Migration-related details, KPIs & failure analysis.
Major Incident Manager
Wipro Technologies - Roche Account
Coimbatore
03.2018 - 03.2019
- Opening a Bridge call involving all relevant teams and coordinating with multiple stakeholders, technical tower leads, customer leaders, vendors, TSG SME's, GMIM.
- Developed communication plans for informing stakeholders about major incident status updates.
- Continued monitoring on the status of the Major incident and make use of escalation processes to ensure resolution SLAs are met without any gaps.
- Documented all major incidents, including details such as timeline, key players involved, root cause analysis.
- Conducting a thorough analysis and submission of Major Incident Report MIR and monthly reports related Major Incidents.
Operations Lead
Wipro Technologies - Global Shared Services
Chennai
01.2015 - 03.2017
- Conducting the daily operations call for all the accounts and check for latest updates from the PRG's on their queue status and backlogs.
- Daily ticket audit done to check on the quality of tickets handled by PRG's, and updating the audit findings in the colossus tool.
- Identify repeated incidents/issues and collaborate with teams to get a problem recorded in system and the root cause analysis are performed and the complete details are documented.
- Knowledge Management. Managing central repository of documents & reports.
- Ensuring process adherence across the accounts and supported for the Internal/External process audits and assessments.
- Organized client meetings to provide project updates.
- Worked with cross-functional teams to achieve goals.
- Reportings on operational activities, performance metrics & customer feedback.
IT Service Desk Analyst
Wipro Technologies
Chennai
09.2013 - 01.2015
- Handled incoming calls, emails & tickets from users seeking technical assistance.
- Handled user issues by providing L1 support or escalating for advanced support.
- Monitored system performance in order to detect any potential issues.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Education
Bachelor of Engineering - Electronics And Instrumentation
Panimalar Engineering College
Chennai04-2012
Diploma - Computer Science
Murugappa Polytechnic College
Chennai04-2009
Skills
- ITIL service management
- Service level management
- Problem management
- Incident management
- Change management
- Quality assurance
- Risk assessment
- Operations management
- Reporting analysis
Timeline
Service Management Analyst
Tata Consultancy Services - LSEG Account
09.2020 - Current
Transition Coordinator
Tata Consultancy Services - Refinitiv Account
06.2020 - 09.2024
Quality Analyst
Tata Consultancy Services - Thomson Reuters Account
06.2019 - 06.2020
Major Incident Manager
Wipro Technologies - Roche Account
03.2018 - 03.2019
Operations Lead
Wipro Technologies - Global Shared Services
01.2015 - 03.2017
IT Service Desk Analyst
Wipro Technologies
09.2013 - 01.2015
Bachelor of Engineering - Electronics And Instrumentation
Panimalar Engineering College
Diploma - Computer Science
Murugappa Polytechnic College
Similar Profiles
Naveen AlakunteNaveen Alakunte
Program Manager at TATA Consultancy Services for AXA AccountProgram Manager at TATA Consultancy Services for AXA Account
RIVU SENGUPTARIVU SENGUPTA
Diagnostics Data Analyst / Lead IT Analyst at Tata Consultancy Services, Account: General MotorsDiagnostics Data Analyst / Lead IT Analyst at Tata Consultancy Services, Account: General Motors
Aditya PoluruAditya Poluru
Technical Lead at Tata Consultancy Services Ltd - USAA AccountTechnical Lead at Tata Consultancy Services Ltd - USAA Account