Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Bhavya Jayaramareddy

Bhavya Jayaramareddy

Process Consultant @ Hewlett Packard Enterprise

Summary

A seasoned Service Management Professional with demonstrated expertise in ITSM process management, excelling in leading and driving cross-functional teams to achieve improvements through the application of Lean Six Sigma quality management principles. Highly skilled in stakeholder management, customer-focused process delivery, process consulting and design, as well as effective people management.

Overview

14
14
years of professional experience
4
4
Certifications

Work History

Process Consultant

Hewlett Packard Enterprise
11.2023 - Current
  • Assess the Statement of Work (SOW) to identify potential risks and outline the design and development of the ITSM process in alignment with the agreed terms.
  • Ensure adherence to industry standards by addressing deviations and promptly educating teams to enhance process awareness.
  • Oversee end-to-end program management, ensuring effective stakeholder engagement and driving initiatives toward successful completion and closure.
  • Leverage expertise in ISO 27001 and ISO 20000 auditing processes to maintain compliance and quality standards.
  • Analyze and implement process improvements to capitalize on opportunities for continuous enhancement, while staying updated on industry trends and advancements.
  • Drive consistent improvements using data-driven methodologies and Lean Six Sigma principles to support informed decision-making.
  • Contribute to operational excellence by conducting regular process audits and implementing strategies to optimize performance.

Lead - Cross Function Services

Wipro Limited
07.2022 - 11.2023
  • Managed and led a team of 10 members responsible for overseeing key ITIL process areas, including Incident Management, Change Management, Problem Management, Capacity and Risk Management, Asset and Knowledge Management, and Service Level Management.
  • Collaborated closely with the ServiceNow team and the Problem Manager to streamline the Problem Management process, enhance Corrective and Preventive Actions (CAPA) and Root Cause Analysis (RCA) reporting, and drive proactive problem management initiatives.
  • Ensured effective identification and mitigation of risks highlighted through Problem and Capacity Management processes.
    Optimized the Change Management process by reducing the occurrence of failed, emergency, and unauthorized changes, thereby improving overall efficiency.
  • Leveraged Lean Six Sigma methodologies to refine Incident Management processes, achieving significant improvements in operational efficiency and reducing Mean Time to Resolution (MTTR) and Backlogs.
  • Revamped infrastructure availability calculations to ensure alignment with the agreed setup and requirements.
    Enhanced Capacity Management through targeted up-skilling, improved forecasting, and refined reporting, enabling proactive capacity procurement planning and contributing to a reduction in service outages.
  • Redesigned and improved Service Level Management (SLM) reporting and calculations to ensure compliance with the agreed Statement of Work (SOW) requirements.
  • Maintained accountability for critical service level and KPI reporting, ensuring accuracy, consistency, and adherence to compliance standards.
  • Conducted training sessions for teams on ITIL process areas, Lean principles, and Six Sigma methodologies to foster operational excellence and drive continuous improvement..

Servicenow Process Expert

Tata Consultancy Services
08.2020 - 07.2022
  • Extensively worked on various ITSM modules within ServiceNow, including Incident Management, Change Management, Problem Management, Service Catalog, Availability Management, Knowledge Management, SLA Configuration, among others.
  • Played a pivotal role in reporting and verifying CSL and KPI metrics for multiple subsidiaries on behalf of the client.
  • Conducted monthly and quarterly audits to analyze low-performance indicators and implemented service improvements to enhance various performance metrics using Kanban boards and Scrum calls.
  • Utilized Lean and Six Sigma principles (DMAIC methodology) to analyze and improve the quality of process backlogs, ensuring service levels were consistently met.
  • Operated in an integrated environment that leveraged support from both private and public clouds.
  • Provided training for new members of the CFS team, developing essential training materials and process documentation.
  • Ensured operational rigor at the corporate level by adhering to established guidelines and standards.
  • Participated in project transitions, team building, documentation, report standardization, and training initiatives.
  • Regularly audited existing processes to ensure compliance with established procedures while identifying opportunities for improvement.

Location Asset Manager

Tata Consultancy Services
11.2018 - 12.2019
  • Managed the end-to-end lifecycle of IT hardware assets, from procurement to disposal, ensuring effective allocation for a workforce of 12,000 employees and overseeing 24,000 IT assets.
    Implemented barcode systems for streamlined asset tracking and ensured compliance monitoring for all hardware assets.
  • Oversaw vendor management processes and generated detailed reports to support decision-making.
  • Maintained configuration and database management for accurate asset records and operational efficiency.
  • Conducted physical verification of assets and ensured adherence to audit compliance requirements.
  • Collaborated with the centralized asset team to coordinate asset movements and transfers effectively.
  • Facilitated change management and incident management processes to address operational challenges and ensure smooth transitions.

Audio Visual Support Lead

Tata Consultancy Services
11.2011 - 10.2017
  • Extensive experience in IT Infrastructure Services (IT IS), encompassing a wide range of support and maintenance activities, including vendor management, quality control, audio/video communication support, incident management, and more, for both internal TCS operations and TCS clients.
  • Expertise in training, process documentation, and driving process improvements.
  • Conducted project-specific requirement analysis, support optimization, and service enhancement initiatives.
  • Managed shift scheduling and performance evaluations effectively.
  • Led process migration and transition efforts for audio conferencing and Webex services across TCS.

Education

Bachelor of Science - Computer Science

Vivekanandha College For Women
06.2008 - 2011.04

Skills

Process Design and Definition

undefined

Certification

Lean Six Sigma Black Belt Certified from KPMG.

Timeline

Process Consultant

Hewlett Packard Enterprise
11.2023 - Current

Lead - Cross Function Services

Wipro Limited
07.2022 - 11.2023

Servicenow Process Expert

Tata Consultancy Services
08.2020 - 07.2022

Location Asset Manager

Tata Consultancy Services
11.2018 - 12.2019

Audio Visual Support Lead

Tata Consultancy Services
11.2011 - 10.2017

Bachelor of Science - Computer Science

Vivekanandha College For Women
06.2008 - 2011.04

Similar Profiles

CREATE PROFILE
Bhavya JayaramareddyProcess Consultant @ Hewlett Packard Enterprise