Chethana V
Bangalore
Summary
Experienced IT SM professional & dedicated Focal point for Incident management, change management & problem management. Leading Service Level Management team Experience in handling Service delivery operations for customers. Improved the Key Performance Indicators (KPIs) by diligent tracking and implementing process improvement initiatives
Overview
14
14
years of professional experience
1
1
Certification
Work History
Service Delivery Manager, Change Manager and PMO
kyndryl India Pvt
10.2022 - Current
- Coordinated with delivery teams and DPE/customers to improve service availability and meet client expectations.
- Owning and preparing monthly service reports on Incident Management, Change Management, and Problem Management and presenting it to DPE/Customers.
- Own end-to-end process for Incident Management, Change Management, and Problem Management to prioritize and implement process improvements.
- Communicated critical and sev1 incident updates in daily Operations Management meetings to ensure team awareness.
- Reporting and discussing projects and daily activities in Daily Stand-up Calls.
- Served as the main point of contact between Account Management, Service Delivery Management, and Operations teams.
- Pivotal in prioritising the RFC by studying the impact and risk involved and assessing the Failed, Unclosed, Emergency, Medium, and Low-Risk Changes according to the business impact and risk.
- Acquiring approval from the Owners/Change Manager at each stage and scheduling CAB meetings.
- Contributing to the Post-Implementation Review to analyze the success or failure of the change or release to IT Application or Infrastructure.
- Identifying, understanding requirements, and implementing ITIL best practices by interacting with the customers.
- Initiated Service Improvement Plan and led Daily Service Reports conference calls with clients and senior executives to align on performance and improvements.
- Monitoring utilization metrics, SLAs, and escalations and consolidating the teams to produce data monthly.
- Increase visibility and communication of changes to the Customers’ business and support staff.
- Improve ability to demonstrate to applicable regulatory authorities that the Customer is operating within specified requirements.
- Quality checking change requests at all approval phases, in particular reviewing the risk and impact analysis to verify this has been performed thoroughly.
- Verifying that appropriate actions have been planned to minimize both the risk of failure and the impact on users during change implementations.
- Verifying that the timing of planned implementations does not conflict with other planned changes or events.
- Verifying changes go through the correct approval stages and the final approval at the Change Advisory Board (CAB)
- Organised and chaired global and regional Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings to ensure effective change governance.
- Managing escalations in terms of a first point of contact during the agreed hours of support and taking responsibility until resolution.
- Rejected changes lacking complete requested information and actively sought additional details to support decision-making.
- Ensuring timely (SLA) coordination with queue managers technicians and completion of incidents, outages, alerts, and Requests.
- Ensured ticket escalations were conducted according to client guidelines to maintain service standards.
- Escalating high-priority tickets to the respective Line of Services. Service Delivery Managers to avoid SLA failure.
- Initiating and coordinating Service Restoration Teams through Chats or calls where applicable.
- Liaising with SDM and product lines to ensure customer experience minimal downtime and reviewing and sending out communications to the senior management and client as agreed upon by the client.
- Managed incident and outage processes by opening, documenting, tracking, and resolving issues promptly.
- Attending Daily and Weekly review calls to keep pace with the changes being implemented in the process.
- Evaluated process performance using KPIs and sought improvements for Service Management, integrating findings into the Service Improvement Plan.
- On-boarding NEW resources and off-boarding resources, Maintaining a tracker for future references and an organization chart.
- Worked on Contract Extension Request - Validation of resources.
MS Exchange and M365 Application (SharePoint, OneDrive, Teams) Administrator
kyndryl India Pvt
09.2021 - 10.2022
- Manage Exchange Online users, and manage recipients - create, modify, delete, shared mailboxes, Distribution lists, and recover deleted emails.
- Expertise in handling mail routing and mail-flow-related issues. Inbound/Outbound mail flow troubleshooting on all the versions of the Exchange server.
- Supporting Exchange infrastructure for Microsoft Professional Customers for US, UK & Asia Pacific region.
- Proven knowledge of O365, Microsoft Exchange and Active Directory.
- Knowledge of PowerShell and scripting to run and understand scripts to modify and add for message tracking and other administrative functions.
- Hands-on experience in MS Outlook configuration and troubleshooting of MS Exchange to Office 365 solution.
- Manage organizational settings and Resources. Plan and manage the mail transport architecture.
- Level II support for Mailbox access (share and functional mailbox) and delegations. Local account Display Name modifications Group membership/mail.
- Endpoint Support to resolve level 1 and 2 Office 365 issues.
- Cleaned up recoverable folder items by excluding mailboxes from default retention policies, addressing mailbox quota issues.
- Resolved common calendaring issues, calendar federation, SharePoint storage, external sharing authentication, and re-indexing issues across geo tenants.
- Worked on OneDrive data restore, ownership change, and sync issues.
- Worked on Teams bulk channel creation and connectivity issues on Teams.
- Administering SharePoint. Managing user permissions in SharePoint based on Active Directory roles and responsibilities.
- Conducted advanced troubleshooting, identified root causes of problems, led problem resolution by planning and implementing solutions, and escalated to support groups and vendors as necessary.
- Oversaw ServiceNow incidents and request workflows by prioritising tasks and ensuring timely service delivery.
- Analyses technical problems and creates solutions involving the use of existing techniques or tools.
- Managing User Accounts, security groups, Distribution groups, Permission assignments, creating, deleting /modifying Active Directory objects using PowerShell scripting.
- Level II support for Mailbox access (share and functional mailbox) and delegations. Local account Display Name modifications Group membership/mail.
Lotus Domino Admin
IBM India Pvt
Bangalore
07.2012 - 09.2021
- Lotus Domino Administrator/Security Analyst
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
Education
EMBA and PG Diploma -
Executive leadership
01-2014
B.COM -
Bangalore University
01-2006
Skills
- Project Management
- Change Management
- Agile Practitioner
- Process Improvement
- Resource Management
- Incident management
- Stakeholder Status Reporting
- Client / Management Interaction
- Cloud Computing
- Office 365
- Exchange Messaging
- Legacy Systems Management
Certification
- ITIL
- Microsoft Certified MS-203- Messaging Administrator Associate
- Microsoft Certified: Azure Fundamentals
- PRINCE2 Foundation & Practitioner Certified.
- IBM Certified Associate System Administrator - Lotus Notes and Domino 6/6.5 and 7.0
Languages
Fluent in English
Fluent in Kannada
Fluent in Hindi
Fluent in Tamil
Fluent in Marathi
Timeline
Service Delivery Manager, Change Manager and PMO
kyndryl India Pvt
10.2022 - Current
MS Exchange and M365 Application (SharePoint, OneDrive, Teams) Administrator
kyndryl India Pvt
09.2021 - 10.2022
Lotus Domino Admin
IBM India Pvt
07.2012 - 09.2021
EMBA and PG Diploma -
Executive leadership
B.COM -
Bangalore University