Anjali Singh
Stuttgart
Summary
•12 years of work experience in IT Service Management & IT Infrastructure. Sound knowledge in Change Management, Incident, Problem Management and Project Management Office(PMO).
•Certified in ITIL 4 and Agile
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
12
12
years of professional experience
Work History
PMO Lead
Accenture
Gurugram
04.2022 - 05.2024
- Manage the team and assign task to team members for smooth running of operations
- User management task: Creation of user id for server access
- Seat and capacity Management: Allocation of seats to new joiner
- Forecasting: Collecting the information on forecasting absence of all the resource and adding on the MME tool
- Demands Management: Creating and Backfilling the demands, validating the demand
- Client data protection: Access levels management (Roll on-Roll Off)
- Creating the DL/Mailbox and managing the SharePoint
- Workplace Management-Improving the overall employee experience and the various elements that influence it.
IT Service Management Specialist
Accenture
Gurugram
01.2020 - 03.2022
- Working as a lead to establish a connect with all concerned for improving the overall performance of the day-to-day operations.
- Use the communication bridge, monitoring to facilitate immediate attention from all required parties.
- Work with other Team to identify improvement opportunities and ensure end to end success of the incident management process
- Responsible for Managing Major incident situations
- Conduct periodic reviews with teams. Weekly and monthly status reports to higher management
- SLA’s, Project Monthly Reports, Issue/escalation, Service improvement plan, Knowledge sharing sessions, Documentation etc.
IT Change Management Specialist
Accenture
Gurugram
11.2017 - 12.2019
- Serve as Lead and Overall responsible for Change Management Team.
- End to End ownership of the Change Management Process
- Periodically audit the process to ensure compliance to policy and standards and updated the document
- Taken Responsibility of Transition from SNOW to Remedy
- Arrange and Lead the Change Advisory Board to approve or reject significant change projects
- Define list of pre-authorized changes with the coordination of technical teams
- Validation of Change Requests
- Primary focus of job is directing, coaching and mentoring team member/s along with achieving specified goals
- Given knowledge session on Processes to 100+ audiences
IT Operation Analyst
WIPRO
Gurugram
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
- Reviewing and auditing of the process and the documents
- Prepared Weekly/Monthly/Quarterly Reports
- Worked on TIBCO, Service Now and Remedy
- 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
- 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
Education
Master of Technology - Software Engineering
Birla Institute of Technology And Science
Pilani, India01-2016
Bachelor of Computer Applications -
CHHATRAPATI SHAHU JI MAHARAJ UNIVERSITY
Kanpur, India01-2012
Skills
- Program Management
- Key Performance Indicators
- MS Excel
- Agile Methodologies
- Team Engagement
- Service Management
- Escalation management
- Incident Management
- Root Cause Analysis
- Training and coaching
- MS Office
- Excellent Communication
Languages
English
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
PMO Lead
Accenture
04.2022 - 05.2024
IT Service Management Specialist
Accenture
01.2020 - 03.2022
IT Change Management Specialist
Accenture
11.2017 - 12.2019
IT Operation Analyst
WIPRO
07.2012 - 11.2017
Master of Technology - Software Engineering
Birla Institute of Technology And Science
Bachelor of Computer Applications -
CHHATRAPATI SHAHU JI MAHARAJ UNIVERSITY
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