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

Aruna Rani

Noida

Summary

ITIL V4 certified Service Management professional with over 8 years of experience in optimizing service operations, including Change, Problem, Delivery, Document Management, and Process Improvement. Demonstrated ability to enhance client satisfaction through effective service delivery and strong interpersonal skills. Recognized for high productivity and efficient task completion, specializing in ITIL frameworks and process improvement strategies. Proven problem-solver and reliable team player with excellent communication and adaptability skills.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Service Management – Specialist (ICTS)

Birla Soft Limited
Noida
09.2021 - Current
  • Served as Specialist for consulting and implementing ITIL best practices in manufacturing sector.
  • Analyzed service performance metrics to identify areas for improvement.
  • Managed service requests and incidents using ticketing systems effectively.
  • Collaborated with cross-functional teams to improve service delivery processes.
  • Provided comprehensive support for change management, service requests, and configuration management.
  • Ensured all changes recorded and approved prior to implementation according to defined processes.
  • Prepared and chaired CAB meetings, distributing minutes of meetings to stakeholders.
  • Conducted risk, impact, and priority assessments while developing mitigation plans for potential issues.
  • Implemented change processes according to plan, incorporating four-eye reviews and audits to prevent errors.
  • Executed post-implementation reviews, validating change status against established success criteria.
  • Coordinated planned critical monthly maintenance activities, achieving 100% successful completion.

PMO Project Coordinator

Coforge Limited
03.2021 - 09.2021
  • Developed the On-boarding & Off-boarding program for the new resources
  • Leading the On-boarding, transition team, and coordinating with cross-functional teams
  • Scheduled necessary workshops with the customer SMEs and with the Vendor
  • Populating emails for all the action items of the meeting with their respective action owners and updating into the Governance DIAR 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
  • Coordinating the development of the client current mode of operation due diligence includes process, people and technology
  • Understanding of all the documents related to project transition i.e. RACI Matrix, RFP, SOW, MSA, LOI etc.
  • Prepared a 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
02.2016 - 12.2018
  • Monitored Incidents 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
  • Routing the tickets which are out of scope to Service Desk/Other Teams
  • Handling emails of the clients from overseas & providing them relevant answers to their queries
  • Building and running macros on remedy tools to generate immediate report
  • 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
  • Keep on discussing with TL/Shift lead for taking action against bounce tickets
  • Performing monthly audit checks on the incidents resolved by technical team and creating a report for the same

Compliance Analyst

StarStone Insurance
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
  • In Q2-2016 (July) honored with BRONZE award for meeting expectations and delivered assigned work before the timeline
  • In Q3-2016 (September), have been recognized for the best individual performance
  • Spotlight award in 2015 for clearing off 400 accounts high volumes in the month of January
  • Within short span of time as per my accountability considered by the peers, I've been chosen for the role of SPOC/Shift Lead
  • Received Spotlight award in 2013 for exceeding the strict timelines and voluntarily participated in ad hoc tasks

Education

MBA - Marketing & Finance

ICFAI National College
Dehradun

B. Com - Commerce

Kurukshetra University
Ambala Cantt

Skills

  • Change management
  • Incident management
  • Problem management
  • Service request handling
  • Configuration management
  • SLA and KPI tracking and reporting
  • Stakeholder management
  • Continuous improvement
  • ServiceNow
  • Reporting and dashboards

Accomplishments

  • Recognized within the B Applaud Program in the category of say-do ratio
  • Recognized within the Manager Select Program for demonstrating responsibility
  • Recognized within the Manager Select Program in the category of Customer Centricity,
  • in July 2016, I was honored with a bronze award for meeting expectations and delivering assigned work before the timeline
  • 09/2016, recognized for the best individual performance
  • In January 2015, I received a Spotlight Award for clearing off 400 accounts with high volumes in the month
  • In 2013, I received the Spotlight Award for exceeding the strict timelines and voluntarily participating in ad hoc tasks

Certification

  • ITIL V4 Foundation
  • Siam training

Timeline

Service Management – Specialist (ICTS)

Birla Soft 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

B. Com - Commerce

Kurukshetra University

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Aruna Rani