Anjali Singh
IT Service Management Professional
Gurugram,Haryana
Summary
9 years of work experience in IT Service Management & IT Infrastructure. Sound knowledge in Incident, Problem, Service level & Change Management. My value add to an organization is always a quick, proactive and an effective response to any requirement of the process and taking initiative to make things better
Overview
2
2
Languages
2
2
Certifications
6
6
years of post-secondary education
9
9
years of professional experience
Work History
IT Service Management Senior Analyst
Accenture
Gurugram, Haryana
11.2017 - Current
- End to End ownership of the global Incident and Problem Management.
- Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.
- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
- Monitor the incidents to ensure that the Service Level Agreement are respected
- Periodically audit the process to ensure compliance to policy and standards
- Use the communication bridge, monitoring to facilitate immediate attention from all required parties
- Keep appropriate stakeholders up-to-date with latest information on priority incidents through timely and regular written and verbal communications.
- Drive continued improvement on incident management across geographically dispersed operations teams
- Working on the aging tickets by driving the calls with respective teams
IT Service Management Analsyt
Wipro
Gurugram, Haryana
07.2012 - 11.2017
- Responsible for Managing Major incident situations
- Conduct periodic reviews with teams. Weekly and monthly status reports to higher management
- Reviewing and auditing of the process
- Resource Management: Skills identification in concurrence with project needs, Hiring of resources, resource deputation and working on TNI’s(Training Need Identification) to get the decided KPIs, shift management
- Track team progress on high priority incidents and provide daily updates
- SPOC for Internal and External Service Management Audit(ISO 20000)
- Closing the Non-Compliant Findings as per the Audit Findings
- Brainstorming and Implementing SIPs to streamline the procedure for Incident and Problem Management
- Delivering Proactive Reactive Problem Investigations solution within timelines
- Mentor to team members & colleagues to improve the knowledge, attitude and competency for assigned delivery
- Manage the overall process for a specific problem. Coordinate and direct all facets of the problem management effort, including bringing the right teams, tools, and information together
- To monitor the effectiveness of the change management process and make recommendations for improvement
Education
Master of Technology - Computer Engineering
BITS
Pilani 03.2013 - 02.2016
Bachelor of Computer Applications -
CHHATRAPATI SHAHU JI MAHARAJ UNIVERSITY
Kanpur, UP 07.2009 - 07.2012
Skills
Incident Management
Problem Management
Change Management
Service Level Management
People Management
IT Operation Management
Certification
ITIL 4
Timeline
ITIL 4
02-2021
AWS Solution Architect
09-2019
IT Service Management Senior Analyst
Accenture
11.2017 - Current
Master of Technology - Computer Engineering
BITS
03.2013 - 02.2016
IT Service Management Analsyt
Wipro
07.2012 - 11.2017
Bachelor of Computer Applications -
CHHATRAPATI SHAHU JI MAHARAJ UNIVERSITY
07.2009 - 07.2012