Anupama Ramamoorthy
Bangalore
Summary
A dynamic IT Service Manager with 12 years of experience seeking to leverage extensive background in incident management, project leadership, and robust process improvement to deliver exceptional support and strategic organizational advancements. Driven by opportunities to champion service performance enhancements, I aim to align with a forward-thinking company that values innovation, efficiency, and dedication, contributing to projects that drive growth and client .To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Account Service Operations Analyst
NTT Data
03.2022 - Current
- Attending client service review meetings and addressing complaints and service improvement initiatives
- Managing the escalations and interaction with clients on daily basis
- Analyzing trends and implementing continuous improvement measures, resulting in improved SLA adherence and customer satisfaction
- Managing the day-to-day operations of the 24/7 IT service, ensuring accurate prioritization and management of incidents and service requests
- Group policy implementation, Changes as per requirement
- Ensuring timely and effective resolution of incidents to minimize downtime and impact on operations
- Maintaining clear and transparent communication with internal and external stakeholders during incidents
- Developing and documenting service management standard operating procedures, driving efficiency and service improvements.
- Established strong relationships with key stakeholders, fostering a collaborative environment conducive to achieving shared goals.
- Reduced risk exposure by conducting thorough risk assessments and developing mitigation strategies.
Account Service Operations Sr. Associate
NTT Data Information Processing Services
11.2020 - 03.2022
- Improvement in mean time to resolution (MTTR), directly contributing to heightened business continuity and lower downtime costs
- Instrumental in defining and implementing IT service management procedures that resulted in a notable 30% increase in customer satisfaction ratings within a 12-month period
- Spearheading the onboarding process for new service management employees
- Conducting in-depth incident analysis to identify root causes and implement preventive measures
- Managing and leading incident response teams of 7 members, providing guidance, training, and mentorship to team members
- Monthly security patch installation on local workstations using Automox tool
- Coordination with Field Services on IT related issues for BAU and requests
- Conducting ticket audit for Field Services
- Deliver Regional Dashboards (Weekly, Monthly & Quarterly)
- Initiating Continuous Service Improvement (CSI) based on previous outcomes
- Conduct Process Audit for SOP Adherence
- Escalation of Incidents at risk of SLA breach to the Incident Process Coordinator
- Knowledge of Microsoft Excel for analysis and reporting
- Handling Daily Basis IT Operations for the APAC region and EMEA
- Running Transition & Transformation Audits as part of Internal Audit Team
- Agent/SME level TNI preparation for all required quality parameters
- Timely escalations on non-compliance, issues, and risks to senior management
- Defect Tracking Analysis and CAPA based on Request Aging Status Reports
- Use of Incident or Service request management tools, Service Now & Remedy Tool
- Maintain RAIL for Audit Findings & Open Actions
- Daily Transactional Reports, Ageing & Coverage Reports to TLs and Project Managers
- Primary POC & Escalation Management SME
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Established robust reporting systems that provided accurate data for informed decision-making at all levels of management.
Systems Support Senior Associate
NTT Data Services (Formerly Dell Services)
03.2016 - 11.2020
- Analyze data and propose improvement activities
- Perform Audits and provide coaching sessions
- Assign mentorship for new hires and track their performance
- Assist the agents and take escalation calls as required
- Handle the business by managing contacts offered
- Conduct Briefing and team huddle sessions
- RCA for the escalations and preparation of CLCA
- Increase KBA usage and track the usage
- Participation in customer calls for changes or service introduction
- Engage KM team for knowledge & process gaps identification
- Document issues with resolver team if out of the service desk's scope
- Act as backup trainer and mentor.
- Developed comprehensive training programs, resulting in improved employee skillsets and increased productivity.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
Help Desk Representative
Dell International Services
06.2012 - 03.2016
- Enhanced team productivity by collaborating effectively with colleagues to resolve complex issues quickly.
- Consistently met performance metrics, prioritizing and managing incoming support requests.
- Managed inventory of IT equipment and supplies, ensuring availability for necessary repairs or replacements.
- Identified areas for improvement within the help desk department, implementing strategies to enhance service quality.
- Streamlined help desk processes for increased efficiency with clear communication and thorough documentation.
Education
10th -
Bhavans Sri Ramakrishna Vidyalaya
Hyderbad12th -
Narayana Junior College
HyderabadB. Tech. - Electronics and Communications
Vathsalya Institute of Science And Technology JNTUH
Hyderabad Skills
- Soft Skills
- Effective Communication
- Problem-Solving Adaptability
- Leadership Time Management
- Technical Skills
- ITIL Framework Knowledge
- Service Now
- Remedy ITSM Application
- Advanced Microsoft Excel
- Microsoft Office Suite
- Core Competencies
- Strategic Planning
- Incident & Crisis Management
- Continuous Improvement
- Team Leadership & Mentoring
- Client Relations & Stakeholder
- Team Engagement
- Microsoft Office Specialist 2016
- Forecasting skills
- Process updates
- Reporting abilities
- Trend modeling
Accomplishments
- Supervised team of 5 staff members.
Certification
- Core Project Management Certification, NTT Data Internal - 2024
- Certified ITIL Foundation, NTT Data Internal - 2022
Languages
English
Upper intermediate (B2)
Hindi
Elementary (A2)
Tamil
Beginner (A1)
Telugu
Beginner (A1)
Timeline
Account Service Operations Analyst
NTT Data
03.2022 - Current
Account Service Operations Sr. Associate
NTT Data Information Processing Services
11.2020 - 03.2022
Systems Support Senior Associate
NTT Data Services (Formerly Dell Services)
03.2016 - 11.2020
Help Desk Representative
Dell International Services
06.2012 - 03.2016
10th -
Bhavans Sri Ramakrishna Vidyalaya
12th -
Narayana Junior College
B. Tech. - Electronics and Communications
Vathsalya Institute of Science And Technology JNTUH
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