Arpita Bhaduri
Gurugram
Summary
Dynamic and results-driven professional with over 11 years of diverse experience in IT Service Management, Change Management, Asset Management, and PMO operations. Proficient in optimizing service delivery, managing large-scale projects, and driving operational excellence. Skilled in German translation, enhancing communication and collaboration in multilingual environments. Leading high-impact projects and fostering strong client relationships. Currently working on the GSM project as a process consultant.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Service Management Specialist
Accenture
Gurugram
03.2020 - Current
- Contributed to end-to-end modification and enhancement of SRM, CTSD, and RMS processes.
- Supported internal and external audits to ensure compliance and operational excellence.
- Directed and mentored service delivery professionals, promoting continuous improvement culture.
- Served as primary liaison between Accenture and high-profile clients to ensure alignment.
- Identified service delivery risks through comprehensive assessments, ensuring uninterrupted service continuity.
- Developed documentation and process maps to maintain compliance standards.
- Implemented ITIL best practices, achieving 25% reduction in incident response times and 30% decrease in operational costs.
- Managed service delivery processes to enhance customer satisfaction and operational efficiency.
NOC and Change Engineer and German Translator
Ericsson
07.2018 - 03.2020
- Managed German calls and emails for Germany Project, ensuring efficient communication and resolution of issues.
- Conducted technical translations to facilitate clear understanding between English and German languages.
- Handled tickets and ensured SLA compliance, maintaining high standards of customer service.
- Collaborated with German technicians to troubleshoot issues and ensure timely resolution.
- Led the development and implementation of comprehensive change management strategies, resulting in successful adoption of IT changes.
- Defined scope, objectives, and deliverables for change initiatives, aligning with organizational goals and priorities.
- Coordinated with IT teams to schedule and execute changes, minimizing disruptions to business operations.
- Ensured all changes adhered to organizational policies and regulatory requirements, mitigating risks and ensuring compliance.
- Identified opportunities for process improvements within the change management framework, leading to enhanced efficiency and effectiveness.
Education
German Language -
Max Mueller Bhavan
01.2015
B.A -
Moti Lal Nehru College
Delhi01.2014
Skills
- Communication skills
- German language
- Service delivery
- Change management
- Asset management
- PMO
- CMDB
- ITIL framework
Certification
- German language A1, A2, B1, B2.1
- ITIL Foundation, 06/01/26
- Azure fundamentals
Timeline
IT Service Management Specialist
Accenture
03.2020 - Current
NOC and Change Engineer and German Translator
Ericsson
07.2018 - 03.2020
German Language -
Max Mueller Bhavan
B.A -
Moti Lal Nehru College
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