Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic
Aruna Rani

Aruna Rani

IT Specialist
Chandigarh

Summary

An ITIL V4 certified Service management professional with proven record of 8+ years in optimizing service operations (Change , Problem, Delivery, Document Management and Process Improvement) and enhancing client satisfaction. Known for effective problem-solving and consistently contributing to team success. Reliable team player with strong skills in communication and adaptability.

Overview

12
12
years of professional experience
7
7
years of post-secondary education
2
2
Certifications

Work History

Service Management – Specialist

BirlaSoft Limited
09.2021 - Current
  • Working as a Specialist for consulting and implementing of ITIL best practices for the client engagement in manufacturing business
  • Preparing and chairing the Daily, Weekly and Monthly Operations review meetings with the stakeholders and sending out weekly SLA performance report
  • Providing end to end support for the change management, problem management, service management and ad- hoc activities related to project management.
  • Conducting the risk, impact and priority assessments and developing the mitigation plans to address to the potential issues
  • Working as Maintenance coordinator for the planned critical monthly activities and ensuring that all the activities have been performed successfully with 100% deliverance.
  • Managed vendor relationships to optimize collaboration, leading to improved service quality and cost savings.
  • Implemented change management methodologies to minimize disruptions during critical system updates or organizational shifts in strategy direction.
  • Developed strong relationships with clients through proactive communication and timely resolution of issues, fostering trust and loyalty among customers.
  • Developed comprehensive reporting mechanisms for tracking key performance indicators, improving overall efficiency in service delivery.
  • Collaborated with cross-functional teams to ensure seamless integration of service management processes across departments.

PMO Project Coordinator

Coforge Limited
03.2021 - 09.2021
  • Developed the On-boarding & Off-boarding program for the new resources.
  • Leading On-boarding, transition team, and coordinating with cross-functional teams
  • Scheduled necessary workshops with the customer SMEs and with Vendor
  • Sending out MOMs with their respective action owners and updating into the governance DAIR Logs
  • Tracking and reporting of Projects and Service Management SLAs (Support Incidents, Performance) as per MSA
  • Following-up with technical-writer for the run-book status review, has been done thoroughly
  • Proactively participating in ad hoc activities aligned by Servicer Delivery Manager/Transition Manager
  • Understanding of all the documents related to project transition i.e. RACI Matrix, RFP, SOW, MSA, LOI etc.
  • Prepared handover mechanism of transition elements for Service Delivery Manager
  • Resolving cross-program issues and strategic issues with senior stakeholders
  • Asset management, procurement & order management
  • Diligently updating Risk and Issues tracker, consolidating and sharing with the required stakeholders

System Support Analyst

NTT Data Services
Noida
02.2016 - 12.2018
  • Monitored Incidents/Requests and managed workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
  • Following up with technical team for closing the tickets those are going to be SLA breached
  • Handling emails of the clients from overseas & providing them relevant answers to their queries
  • Formulating daily reports on Incident Aging/Suspend End/Change tickets along with the SLA status of different towers and uploading the same reports on SharePoint site
  • Creating monthly productivity reports from various tools i.e OPAS V2 Explorer, OPAS V3 Explorer, Service Now and presented them to tower leaders
  • Developed, managed and maintained the major incident process associated procedures
  • Proactively maintaining Shift Handover to next Queue Manager
  • Performing monthly audit checks on the incidents resolved by technical team and creating a report for the same

Compliance Analyst

StarStone Insurance
Gurugram
03.2013 - 09.2015
  • Processed submissions, quotes, binders & invoices for US General Property Lines of business considering 100% SLA in terms of turned around time along with accuracy & managed and maintained mailbox folders and MIS database
  • Notified Underwriter’s problems with policies and request information from the agents
  • Proficiently performed all activities of OPUS application i.e., Skeleton creation, data entry, quote taken up, binder processing, premium state split
  • Marked queries to the underwriters on missing of any mandatory information/calculation in the policy and handled the queries from overseas centers and sellers pertaining to cancellation & re-instatement
  • Covered almost all line of businesses within the organization including Casualty, Property, Specialty, claims regarding their respective requests and queries of their notices received
  • Participated in various ad hoc tasks assigned by managers and delivered with 100% of precision

Education

MBA - Marketing & Finance

ICFAI National College
Dehradun
01.2007 - 01.2009

M.Com/B. Com - Commerce

Kurukshetra University
Ambala Cantt
01.2002 - 01.2007

Skills

Change Management

Process Improvement

Service Now

BMC remedy

MS Office

Service level management

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Certification

ITIL V4 Foundation

Accomplishments

  • 07/01/16, Honored with BRONZE award for meeting expectations and delivering assigned work before the timeline.
  • 09/01/16, Recognized for the best individual performance.
  • 01/01/15, Received Spotlight award for clearing off 400 accounts high volumes.
  • 01/01/13, Received Spotlight award for exceeding strict timelines.

Timeline

Service Management – Specialist

BirlaSoft Limited
09.2021 - Current

PMO Project Coordinator

Coforge Limited
03.2021 - 09.2021

System Support Analyst

NTT Data Services
02.2016 - 12.2018

Compliance Analyst

StarStone Insurance
03.2013 - 09.2015

MBA - Marketing & Finance

ICFAI National College
01.2007 - 01.2009

M.Com/B. Com - Commerce

Kurukshetra University
01.2002 - 01.2007

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