Summary
Overview
Work History
Education
Skills
Certification
Achievements Appreciations
Timeline
Generic
Aditi Shinde

Aditi Shinde

ServiceNow BA , ITSM practitioner, Scrum practitioner, ITSM Lead
Pune

Summary

  • Dynamic and detail-oriented service management professional with a strong foundation in information technology, equipped with an MSC in Computer Science. I possess a proven ability to develop and implement strategies that significantly enhance operational efficiency. With over a decade of comprehensive experience, I have excelled in overseeing vendor relationships and conducting audits to ensure robust compliance with industry standards. I thrive in fast-paced environments and am committed to fostering a culture of continuous improvement and learning within teams.
  • Results-driven service management specialist with a robust background in IT consulting, excelling in developing governance frameworks that align project objectives with business needs. Demonstrated expertise in leveraging analytics for informed decision-making, I have successfully guided teams through complex service delivery challenges. Known for my collaborative approach, I prioritize stakeholder engagement to ensure satisfaction and quality outcomes. Passionate about mentoring emerging talent, I strive to advance industry best practices and foster an environment of innovation and shared knowledge.

Overview

11
11
years of professional experience
9
9
Certifications

Work History

Sr Tech Specialist (M)

Cognizant Technology
Pune
02.2024 - Current
  • Developing and implementing service management strategies to enhance operational efficiency and performance metrics.
  • Facilitating training sessions and knowledge transfer workshops to educate team members on best practices in service management.
  • Conducting root cause analysis and implementing corrective actions to minimize service disruptions.
  • Overseeing vendor relationships to ensure quality of service delivery and alignment with organizational objectives.
  • Conducting audits to ensure compliance with PHC, SOC, SOX, and ISO27001 standards to maintain service quality.
  • Leading efforts to manage and resolve major incidents, coordinating resources and communication among stakeholders.
  • Developing and maintaining a knowledge management framework to capture and share best practices and lessons learned within the team. Maintaining all the towers of service management along with Central management, reporting, and tracking are also provided for the Services

Sr Consultant

Capgemini
Pune
05.2021 - 12.2023
  • Implementing governance frameworks to monitor project deliverables and performance metrics.
  • Utilizing data analytics to drive informed decision-making and optimize service management processes.
  • Conducting regular stakeholder engagement meetings to ensure alignment with business objectives and customer satisfaction.
  • Mentoring junior consultants to cultivate talent and promote best practices in service management.
  • Facilitating cross-functional collaboration to enhance service delivery and resolve complex issues.
  • Developing tailored customer engagement strategies to enhance relationship management and ensure alignment with service delivery expectations.

SW/Application Tech Support Sr Analyst

Accenture
Pune
02.2019 - 05.2021
  • Lead technical support efforts by diagnosing and resolving complex software application issues for end-users and stakeholders.
  • Collaborate with software development teams to facilitate software updates and patches, ensuring minimal disruptions to operations.
  • Analyze support metrics and trends to identify areas for improvement within application support and maintenance processes.
  • Establish and maintain effective communication channels with clients to provide timely updates on support inquiries and service requests.
  • Developing and implementing service management strategies to enhance operational efficiency and performance metrics.
  • Mentoring junior team members in technical support best practices and facilitating collaborative cross-functional efforts for effective service delivery.

Senior Project Executive

Infosys Ltd
10.2016 - 02.2019
  • Developing and executing strategic project plans to ensure timely delivery of high-value projects.
  • Establishing and tracking KPIs to measure project success and informing stakeholders of progress and risks.
  • Facilitating effective communication between stakeholders and team members to foster transparency and collaboration throughout project lifecycle.
  • Conducting post-project evaluations to identify lessons learned and areas for process improvement.
  • Spearheading major incident management processes to ensure swift resolution and minimal impact on service delivery.

Senior Process Executive

Principal global services
Pune
07.2015 - 09.2016
  • Analyzing performance data and preparing reports to drive accountability and continuous improvement in service management.
  • Managing change initiatives by assessing impacts and enhancing readiness across departments to achieve service excellence.
  • Developing and executing process improvement initiatives to enhance operational workflows and service outcomes.
  • Analyzing trends in service requests to identify areas for process enhancement and training needs.

Process Executive

Homeward residential Corporation
09.2014 - 07.2015
  • Providing L1 level support for Incident management
  • Customer response and CSAT/DSAT reporting review

Education

S.S.C -

L.A.T. E Capt Shivrampanta Damle Prashala
Pune, Maharashtra
04.2001 -

H.S.C. -

Muktangan School Jr. College
Pune
06-2009

Bachelor of Science - Comp Science

P.V.G College of Science
Pune
04.2001 -

Master of Science - Comp Science

P.V.G College of Science
Pune
04.2001 - 01.2014

Skills

  • Highly self-motivated and driven to succeed

  • Adaptable and an agile learner, brimming with energy and enthusiasm

Certification

ITIL V3 Foundation certified

Achievements Appreciations

  • Started career with Homeward in 2014 as a Process Executive.
  • Moved to Principal global services in 2015, got promoted as a Senior Process Executive in May 2016.
  • Received opportunity with Infosys in 2016 as Senior Process Executive got promoted as Senior Technology Support Executive in November 2017 managed team of 7 FTE’s and started working for WMO reporting of the team and providing training to the newcomers.
  • Received an Outstanding Performer award for a quarter from Telstra in Oct 2017
  • Completed ITIL Certification in 2017
  • Better together award from Telstra in 2018
  • Moved to Accenture in Feb 2019, joined as Incident manager, in initial phase received appreciations from management, stakeholder and customer continued till now
  • Top performer award in July (2019)
  • Received R&R award in Sept (2019)
  • Appreciation from DU head for enhancing major incident management process in Jan (2020)
  • Appreciation from Principal director in Sept (2020)
  • Successively served in all the towers of service management (Major incident management / Problem management /Change management)
  • Started with jeopardy management, single-handedly established the handover process within the project

Timeline

Sr Tech Specialist (M)

Cognizant Technology
02.2024 - Current

Sr Consultant

Capgemini
05.2021 - 12.2023

SW/Application Tech Support Sr Analyst

Accenture
02.2019 - 05.2021

Senior Project Executive

Infosys Ltd
10.2016 - 02.2019

Senior Process Executive

Principal global services
07.2015 - 09.2016

Process Executive

Homeward residential Corporation
09.2014 - 07.2015

S.S.C -

L.A.T. E Capt Shivrampanta Damle Prashala
04.2001 -

Bachelor of Science - Comp Science

P.V.G College of Science
04.2001 -

Master of Science - Comp Science

P.V.G College of Science
04.2001 - 01.2014

H.S.C. -

Muktangan School Jr. College

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Aditi ShindeServiceNow BA , ITSM practitioner, Scrum practitioner, ITSM Lead