ANKITA KONER

• Supported service delivery management and ITSM reporting activities.
• Prepared daily, weekly, and monthly SLA and compliance reports.
• Monitored ServiceNow incidents, requests, changes, and problems.
• Supported incident, lifestyle management, and escalation.
• Automated SLA and compliance reporting using Microsoft Excel.
• Analyzed ticket trends to support continuous service improvements.
• Coordinated with internal teams and stakeholders for issue resolution.
• Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
• Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
• Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
• Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.

Supported creation of detailed, technical financial models to value potential acquisition targets.

• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Managed end-to-end IT Service Management (ITSM) operations using the ITIL framework.
• Handled Incident Management, Problem Management, and Change Management.
• Managed SLA monitoring, KPI tracking, and SLA breach analysis.
• Performed Root Cause Analysis (RCA) to reduce recurring incidents.
• Coordinated Major Incident Management (MIM) and escalation handling.
• Managed the ServiceNow ticket lifecycle and daily ticket monitoring.
• Ensured service delivery and operational governance for enterprise clients.
• Supported IT operations for 10,000+ users with 99.9% SLA adherence.