Amrita Varsini Nagarajan
Bangalore
Summary
ITSM professional with 7.5 years of experience in Incident, Problem, and Change Management. Skilled in operational reporting and analysis using Jira, ServiceNow, and Cherwell. ITIL v4 Foundation certified. Proven track record in process improvements and customer satisfaction.
Experienced in leading cross-functional teams, managing technical bridges, and conducting root cause analysis. Strong presentation skills and adept in audit and compliance environments. Available for 24/7/365 on-call support and managing global operations.
Overview
8
8
years of professional experience
Work History
Manager – Cloud & Infrastructure Services
Infinite Electronics
Bangalore
01.2021 - Current
- Planned work schedules for global service desk operations for incident management, change management, and problem management, and assigned staff to accommodate daily workload variations.
- Developed and maintained comprehensive IT operations reports for the Service Desk and technical support projects, providing real-time insights into system performance, network activity, and incident management.
- Monitored key performance indicators (KPIs), such as first contact resolution, average resolution time, and customer satisfaction, to optimize service delivery.
- Utilized data-driven analysis to identify trends, address issues promptly, and support strategic decision-making.
- Conducted weekly, monthly, and quarterly reviews with both customers and stakeholders.
- Successfully implemented MoveWorks automation, a real-time chatbot.
- Increased customer satisfaction (CSAT) from 93% to 95% by implementing process enhancements, improving ticket management, and conducting proactive callbacks.
- Developed and maintained ServiceNow dashboards, including P1/P2 dashboards, callbacks not done, tickets with customer updates, and untouched tickets.
- Successfully managed operations across EST and UK time zones, ensuring seamless support and coordination.
- Successfully implemented Smart IVR for account lockouts and password reset issues in more than five languages.
- Implemented off-business support via a virtual agent to trigger INC and SR forms based on user-provided keywords.
- Conducted continuous ServiceNow enhancements through periodic identification sessions and internal discussions.
- Maintained project-specific recurring documentation, such as SOW, Risk Registry, and SIPs. Utilized tools such as Jira, ServiceNow, and Cherwell to streamline operations and improve service delivery.
- Conducted post-mortem reports, root cause analysis to deep dive into major incidents, escalations, identify root causes, and have been part of the team implementing preventive measures, enhancing overall IT service resilience and efficiency.
- Analyzed tickets to identify areas for improvement for relevant teams. Confidently presented findings and strategies to senior leadership, facilitating informed decision-making.
- Expertly managed change and problem meetings, ensuring effective resolution and minimal disruption to services.
Team Lead – Cloud & Infrastructure Services
Dialog Semiconductor/Renesas
07.2019 - 01.2021
- Customer support and operational leader with a proven record of success in executing strategic plans to meet company objectives
- Numerous achievements improve customer support through enhancing existing technology and infrastructure
- Highly skilled in developing high-performing teams and collaborating cross-functionality to implement business initiatives and improve workflow efficiency
- Offer excellent communication and interpersonal skill to build strategic alliances
- Complete timely and meaningful performance reviews and development plans for direct reports
- Implemented Automation on several daily tasks that were earlier performed by help desk associates, such as 3 strikes, Identity and access management tasks, application troubleshooting, misroutes, K2 automation using various automation tools such as Automation Anywhere and Otto Heal saving several FTEs
- Worked closely with our clients and vendors like AT&T, IpSoft, Xalient, and Cognizant to successfully transition new projects, new technology, and new services into Mindtree’s environment.
- I identified 7+ activities from JIRA/Artifactory/SonarQube to automate & transform
- This reduced 5% of the SOP driven activity which used to take up to an hour of engineer’s time to complete
- Major resource & acted as Lead in transition & Knowledge acquisition while the company Dialog was merging with Renesas
- I am an agile practitioner, who has widely used agile practices to overcome operational challenges, backlogs, target metrics etc
- Complete monthly/yearly and meaningful performance reviews and development plans for direct reports
Knowledge Management Lead
WPP-IBM
01.2017 - 07.2019
- Manage information governance and compliance functions, reported work activity and performance to project managers, and oversaw day-to-day data requests and processes
- Established metrics and measurement processes to assess the value of department's knowledge assets and communicated progress to leadership
- Recommended methods to improve effectiveness
- Build Knowledge Article Creation User form in ServiceNow, implemented target Audience group for content views, implemented the K2I process (attaching knowledge used to Incident/Problem) & Needs Knowledge process
- Lead the Knowledge Management team for migrating Network knowledge from IPKM into ServiceNow Knowledge base
- Face to Face Interaction with clients on a fortnightly basis, wherein all the Knowledge Management reporting is produced to clients
- Performed quality assurance and advanced editing for knowledge content and design, metadata settings and user profiling for content in knowledge platforms
IT Analyst/SME
WPP-IBM
01.2017 - 07.2019
- Worked with team members, other Information Technology teams and clients to create, maintain and resolve complexities
- Estimated time required for case deliverables, performed system analysis, interpreted business requirements to technical issues applications, and identified and communicated risks as well as possible solutions
Education
Bachelor OF ENGINEERING - Anna University
Park college of Engineering & Technology
Coimbatore, Tamil Nādu, India07.2016
Skills
- IT Service Management (ITSM)
- Operational Reporting
- ITIL v4 Foundation Certified
- Technical Proficiency (Jira, ServiceNow, Cherwell)
- Analytical and Investigative Skills
- Process Improvement
- Cross-Functional Leadership
- Audit and Compliance
- Change and Problem Management
- Communication and Presentation
- Customer Satisfaction
- Global Coordination
- On-Call Support
Languages
English
First Language
English
Proficient (C2)
C2
Timeline
Manager – Cloud & Infrastructure Services
Infinite Electronics
01.2021 - Current
Team Lead – Cloud & Infrastructure Services
Dialog Semiconductor/Renesas
07.2019 - 01.2021
Knowledge Management Lead
WPP-IBM
01.2017 - 07.2019
IT Analyst/SME
WPP-IBM
01.2017 - 07.2019
Bachelor OF ENGINEERING - Anna University
Park college of Engineering & Technology
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