Archana Neradi

• Ensure all services were provided according to contract, while driving continuous service improvements. Implemented CSIP like software currency upgrades, Z14 migrations.
• Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
• Coordinated and led internal and external site team meetings.
• Established excellent client and vendor relationship. Handled complex and critical issues and escalations related to MPLS which involves multiple third-party vendor and Clients.
• Performed monthly internal and external account reviews with client.
• Worked on ServiceNow Maximo Integration Project. Was leading it from IBM/ Kyndryl. With this project Service desk support was no longer needed as tickets are auto routed. Service desk team/support eroded saving 45k $ per year cost to account.
• Worked with vendors to schedule daily pickups, weekly and monthly deliveries.
• Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
• Facilitated completion of deliveries and verified documentation
• Lead PWC and ISAE audits related to account.
• Performed risk assessment for gaps identified.
• Supervised operations of 24-hour service desk/Service Management and Technical service line teams staffed by 20 team members.
• Served as primary interface for onboarding new personnel, maintained proper staffing levels to guarantee timely and accurate deliveries.
• Maintained proper staffing levels to guarantee timely and accurate deliveries.
• Coordinated new hire recruitment, training and development.

Project : IAG – International Airlines Group – Major Incident manager.

• Handled highly critical incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
• Own, Drive and coordinate all P1 and P2 Incident bridges.
• Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements.
• Conducted post-resolution reviews with team members.
• Identifying underlying issues or process gaps and work with service lines and SDM to fix them.
• Primary focal for IPC for IAG account.
• Interviewed, hired and trained staff, leading performance reviews and offering constructive feedback.

• Project : Velocity (Latin America)
• Worked as Lead Change Manager for MEXICO Change Management account.
• Worked with transition team for Project Velocity – LA region (Mexico, Peru, Chile, Colombia and Brazil) for Service Management (Incident, Problem, Change, Configuration and release). Handle all transition related activities and issues (KT, shadowing, reverse shadowing and go live sign off).
• Governing process flow, finding out bottle necks (as project being very new), tracking performance of team by reporting and auditing, designing service improvement plans accordingly.
• Formally authorizing changes at agreed points in change lifecycle.
• Establishing regular meetings to evaluate changes (Change plans, Schedules, Defining & Sequencing of tasks, Classification, Categorization and Risk & Impact Assessment).
• Planning, scheduling, managing and chairing CAB meetings.
• Conducting post-implementation reviews to validate the results of the change request.
• Ensure all changes follow the global change management process and highlight those that are not, Implement corrective actions like - education, toolset changes, process changes, and trainings to technical teams.
• Determining requester satisfaction with change request.
• Preparing and driving daily, weekly and monthly Change status reports and calls with the stakeholders.
• Supporting SLM teams in preparing monthly KPI, SLA reports and Deck.
• Conducting refresher trainings for all service lines.

• Worked as Technical Lead / Team Lead – IT Infrastructure Services for clients (Wells Fargo and UBS) as Change and Release Manager, Incident and Problem Manager, Feedback Management.

• Role involves in handling influx of customer queries related to IT, Customer base: HSBC Global (Internal).
• Troubleshooting issues related to Business Applications, Email Clients, Networking software’s: Ipass, Cisco VPN, Citrix, Juniper, Safe boot, RSA Secure Manager and Remote Connectivity Applications. 3G data card, Blackberry devices, supporting Broadband cabled and wireless Networks.

• This process involved troubleshooting for internet connectivity and e-mail issues for dial-up (EarthLink) customers based in US