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
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