ARCHANA SRIVASTAVA

• • Delivered 100% SLA & KPI Compliance by Successfully managing the SLA milestones as per the Expected Service Level and Met Service Level at project level.
  • Centralized Risk Register post risk assessments and implemented mitigation strategies to minimize potential issues during project execution to mitigate risks.
  • Responsible for all Financial activities for the account managing Project Budgeted System(PBS), Revenue Transfer(RMS), Best Estimates and Effort correction.
  • Accountable for creating Master/Child Project codes for FP and T&M Projects as per SOW requirement.
  • Delivered internal CCAT and CMMI Audit for the account and ISO 20K external audit at Organization level.
  • Responsible for maintaining Project management Quality parameters through PROPEL maintaining the Platinum Rating.
  • Maintain Compliance tracing System(CTS) for all obligations in Master Service agreement(MSA) signed with the Customer.
  • Drive Lean and Automation for Cost and FTE optimization with Improved Performance.

• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Analyzed service reports to identify areas of improvement.
• Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
• Reduced downtime during incidents by proactively identifying potential risks and mitigating them in advance.
• Provided immediate emergency response and incident management.

• Provided immediate emergency response and incident management.
• Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
• Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
• Conducted post-resolution reviews with team members.
• Streamlined IT service management processes by implementing ITIL frameworks.
• Enhanced customer satisfaction by establishing effective communication channels for incident reporting and resolution.
• Reduced downtime through efficient problem management and root cause analysis.