Ajeeta Sharad Rikhi
Ghaziabad
Summary
Dynamic and accomplished IT Service Management professional with 11+ years of extensive experience spanning Service Transition, Change Management, Incident & Problem Management, ITIL Process Consulting, Risk Analysis, Agile/SAFe Delivery, and HighSeverity Incident Governance. Proven expertise in leading multi-supplier environments, managing IT operations for large-scale enterprise programs, and enhancing service performance through automation, process optimization, and strong stakeholder engagement. Adept at driving organizational readiness, reducing service failures, enabling smooth transitions, and mentoring cross-functional teams to deliver service excellence.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Consultant (Service Management Lead)
TATA Consultancy Services
Noida
05.2023 - Current
- Lead Service Management operations ensuring seamless delivery of programs, projects, and managed services.
- Manage Service Transitions, ensuring operational readiness, service acceptance criteria, and BAU handover.
- Drive iSmart assessments, training initiatives, and capability uplift across multiple support teams.
- Strengthen client relationships through governance, communication, and proactive service support.
- Build and implement KPI-driven dashboards for monitoring performance, SLA governance, and service quality.
- Lead risk assessments, root-cause identification, mitigation planning, and escalation handling.
- Deliver WSR/MSR reports covering KPIs, SLAs, risks, and performance gaps across the client ecosystem.
- Mentor, guide, and develop Service Management teams to improve delivery excellence.
Assistant Manager (ITSM – Change, Problem, Knowledge)
KPMG Global Services
Gurugram
12.2022 - 04.2023
- Managed onshore process build and optimization for Change, Problem, and Knowledge Management.
- Led CAB, TAB, RCA and ECRCAB meetings ensuring governance, approvals, and compliance.
- Oversaw complete Change Management lifecycle ensuring proper documentation and deployment readiness.
- Created Knowledge Base articles and ensured process alignment across multiple teams.
- Managed dashboards, performance reporting, and critical incident reports.
- Collaborated with vendors, technical teams, and stakeholders to ensure seamless operations.
- Trained new hires on ITIL best practices, process documentation, and transition procedures.
- Delivered WSR, MSR, and executive-level governance presentations.
Change Manager / Incident Manager
Ericsson Global India
Noida
01.2018 - 11.2022
- Performed detailed impact and risk assessments for all changes ensuring production stability.
- Chaired CAB & TAB meetings involving multiple suppliers for coordinated change execution.
- Ensured thorough pre-implementation testing, validation, and backout planning.
- Executed CMDB audits ensuring data integrity and configuration accuracy.
- Led automation initiatives aligned with Ericsson’s digital transformation strategy.
- Led CSI programs driving process maturity, waste elimination, and agile alignment.
- Handled P1/P2 incidents ensuring quick resolution, stakeholder communication, and recovery actions.
- Created RCA documentation and worked closely with Problem Management teams for permanent fixes.
- Delivered structured training sessions for global suppliers, teams, and internal resources.
IT Analyst (Critical Incident / Problem / Release Manager)
HCL Technologies
Noida
07.2014 - 01.2018
- Conducted quality audits on IT infrastructure and monitored adherence to process excellence.
- Managed critical P1/P2 incidents and drove major incident bridges with global teams.
- Performed RCA validation, trend analysis, and implemented long-term corrective actions.
- Created and updated runbooks, process documents, and operational workflows.
- Implemented ITIL processes across multiple global projects ensuring compliance.
- Worked on virtual desktop infrastructure (VDI), VMware, Cisco, and SaaS environments.
- Handled AD account lifecycle management, configuration updates, and change approvals.
- Generated performance reports and KPI dashboards for leadership review.
Education
B.Tech - Electronics & Instrumentation
BBDNITM
01.2014
Skills
- Service Transition Leadership
- Change Management Governance
- Incident & Problem Management
- Risk & Impact Assessment
- Service Delivery Operations
- Agile & SAFe Framework Execution
- ITIL Process Consulting
- Service Integration & Management (SIAM)
- Automation & Continuous Improvement
- Stakeholder & Vendor Management
- CMDB Integrity & Validation
- Dash boarding
- Reporting & KPI Management
- ServiceNow
- BMC Remedy ITSM
- Nagios
- Orion
- Moogsoft
- TrueSight BMC
- SAP Solman
- Active Directory
- Tableau
- Automation & Monitoring Tools
- Service management
- ITIL process implementation
- Change management
- Performance reporting
- Service delivery optimization
- Client relationship management
- Training and mentoring
Certification
- ITIL V4 Foundation Certified
- ITIL V4 – Create, Deliver & Support (CDS) Trained
- ITIL V3 Trained
- SIAM Professional & Foundation Certified
- SAFe 4 Agile Scrum Certified
Personal Information
Date of Birth: 12/10/90
Tools And Platform Expertise
- ServiceNow
- BMC Remedy ITSM
- Nagios
- Orion
- Moogsoft
- TrueSight BMC
- SAP Solman
- Active Directory
- Tableau
- Automation & Monitoring Tools
Timeline
Assistant Consultant (Service Management Lead)
TATA Consultancy Services
05.2023 - Current
Assistant Manager (ITSM – Change, Problem, Knowledge)
KPMG Global Services
12.2022 - 04.2023
Change Manager / Incident Manager
Ericsson Global India
01.2018 - 11.2022
IT Analyst (Critical Incident / Problem / Release Manager)
HCL Technologies
07.2014 - 01.2018
B.Tech - Electronics & Instrumentation
BBDNITM