Apoorva Agarwal

Service Level & Reporting Manager | Process Lead

Capgemini

Mumbai

08.2018 - Current

A Professional, Innovative, Creative and self-motivated Service Management Lead who can guide/lead projects independently.
Managing, tracking and reporting SLAs for RUN & Projects for one of the biggest account of Capgemini engaging 4.5k+ resources.
Preparing daily/weekly/monthly intensive reports for incidents and service requests like Early Warnings, Backlog, timely Updation reminders and other adhoc reports as per ongoing SLA status.
Establishing reports and setting up a process to follow the same depending on the requirement to meet the SLA.
Managing and leading the dispatching team following 24*5 support window and is responsible for allocating tickets based on its category to the respective support team member within the project.
Creating dashboards in ServiceNow (SNOW) for powerful and smart view using Business Intelligence to have an overall SLA statistic at a single go to represent and showcase to Sr. Management.
Establishing various processes to ease the workflows of SLA leading to being compliant and saving penalties month on month.
Being the Process Lead, ensuring process adherence for all the SLA compliance.
Drive the efficiency and effectiveness of the Service Management processes.
Ensure all tickets are correctly prioritized, categorized, routed, restored/resolved and closed by the respective support team as per the process defined and agreed with the Customer.
Regular communication updates to the End-Users and other higher Management Stakeholders during the entire ticket cycle.
Performing breach analysis for identifying improvement areas and submitting rectification plans if SLA is not met.
Bring in Service improvements, extending support and close the Gaps as per the Process Audits and Assessments.
Conduct Service management trainings and spread awareness.
Monitor the effectiveness of the IT Service Management tool and ensure it is aligned to the process execution.
Defining service improvement plans, supporting business cases for change and promoting best practices in the project.
Regularly review tickets to ensure process adherence as proposed and asked by clients and educate team members in case of any process deviations.
Identification and remediation of risks in relation to the service, quantifying and prioritizing risks and appropriate mitigations.
End-to-end responsible for creation and tracking of OTT/PSO (Order Tracking Task/Project Service Order – demands), ensuring its completion and managing OTT/PSO lifecycle.
Ensuring iSOW creation and approvals, invoicing of OTT/PSO and maintaining tracker for the overall activities.
Co-ordinating with project team members for proposals, submitting for reviews to Contract & Commercials Team and tracking of the same.
Maintaining Resource billability and headcount file for resource optimization activities.
Preparing Yearly budget and resource baseline file.
Managing and arranging end-to-end Events, Workshops and offsites for the Sr. Management and project.
Assisting the Project Leader to develop detailed work plans, schedules and forecasts, project estimates, resource plans and project status tracking/reporting.
Derive and monitor metric used on project to promote a data driven approach to managing deliverables and leading the team.
Guiding and mentoring the team and analyzing their performance to achieve the benchmarks.
Responsible for analytical work like Cost Analysis, Ad-hoc Reporting Analysis, Score Card preparation & Analysis.
Forecasting of resources on a monthly basis as per the project requirements.
Anchoring client meetings, higher management meeting and internal meetings etc.
To prepare monthly deck/presentation for different clusters of the Project.