Open To Work
Arpita Arora
Noida
Summary
Results-driven IT Service and Service Management professional with 12 years of experience in IT operations, service delivery, application management, and stakeholder handling within global enterprise environments. Proven expertise in Incident Management, Major Incident Handling, Problem Management, Escalation Management, Change Management, and ITIL-based service operations. Strong ability to lead technical recovery bridges, drive end-to-end ownership, and ensure timely service restoration while maintaining high customer satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Group Manager / Service Manager
Tata Consultancy Services Ltd.
Noida, India
03.2014 - Current
- Managed 24x7 incident management operations for global pharmaceutical clients under Medicine Development & Research portfolio, ensuring high availability and minimal business disruption across critical applications and services.
- Led major incident recovery bridges involving cross-functional technical teams, stakeholders, and leadership groups, driving end-to-end incident ownership and improving restoration efficiency through timely resolution coordination.
- Acted as the single point of contact (SPOC) during emergency and high-priority incidents, handling stakeholder communication, escalation management, event updates, and service restoration confirmations with global clients including Eli Lilly.
- Performed problem management and RCA coordination for recurring incidents, collaborating with support teams to improve service stability and optimize operational processes across multiple enterprise applications.
- Successfully analyzed and optimized enterprise infrastructure utilization, leading the decommissioning of 40+ servers, resulting in approximately $1.2 million cost savings for UK based leading Shipping company through resource optimization and operational efficiency improvements.
- Worked as Application Lead for AMS projects, managing incident queues, technical escalations, application support, and service delivery operations using ServiceNow, Jira, and Oracle SQL Developer.
- Contributed to UI development and bug fixing activities using AngularJS, Backbone.js, HTML5, and CSS3, ensuring successful project delivery within timelines and quality expectations.
- Developed operational dashboards and reports using Power BI and Advanced Excel to support management decision-making, SLA tracking, and service performance monitoring.
- Led cross-functional teams to drive strategic initiatives and improve operational efficiency.
- Mentored junior managers, fostering skill development and enhancing team performance.
- Managed resource allocation effectively to optimize project outcomes and performance metrics.
- Identified areas of improvement through regular performance reviews, providing constructive feedback and coaching for team members.
- Implemented training programs to improve staff skillsets, enhancing overall productivity and job satisfaction.
Education
Bachelor of Technology - Computer Science
Govt. Engineering College Ajmer
Ajmer, India06-2013
Skills
- Operations & Service Management
- Stakeholder Management
- ITIL Framework
- Application Management
- Cross-Functional Team Coordination
- Power BI
- ServiceNow
- Jira
- Advanced Excel
- PowerPoint Presentation
- PLSQL
- AngularJS
- Backbonejs
- HTML5
- CSS3
- SRM
- VROps
- Operations management
- Staff development
Accomplishments
- Achieved operational excellence by managing critical incidents, coordinating cross-functional teams, and ensuring timely issue resolution.
- Used Microsoft Excel and reporting tools to create service tracking dashboards, incident reports, and performance metrics analysis.
- Resolved major service and operational issues through proactive coordination, root cause analysis, and continuous improvement initiatives.
- Supervised and mentored team members while driving collaboration, knowledge sharing, and performance improvement across projects.
- Achieved recognition through effective mentoring and people development, earning Silver and Gold Certified Mentor awards.
- Received multiple “On The Spot” and “Team Appreciation” awards for outstanding contribution, leadership support, and commitment to organizational goals.
- Recognized as a “360 Degree Feedback Champion” for demonstrating strong collaboration, leadership behavior, and positive stakeholder feedback.
Achieved high customer and stakeholder satisfaction by leading incident management and service delivery operations with improved response efficiency.
Certification
ITIL Foundation Certified
Languages
English
Hindi
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Group Manager / Service Manager
Tata Consultancy Services Ltd.
03.2014 - Current
Bachelor of Technology - Computer Science
Govt. Engineering College Ajmer