Deepa Christopher
Bangalore
Summary
20 + years of experience as an information technology professional in Service Management, ITIL Lead and Consulting. Looking for a project, where my in-depth knowledge of ITIL and Service Management skills can be used to contribute in handling projects efficiently adhering to the strategic goals of an organization. Have an understanding and performed the gamut of activities like leading IPC Team and maintaining SLA's, Migrating process for clients, Gap Assessment, Continual Maintenance of ISO 20000 Certification, Conducting training on ITIL V4 modules and HP Service Manager for end users, Internal Audits, Defining Process for ITIL processes and identifying Improvements in the processes. Excellent communication, presentation and team building abilities. An efficient and strong leadership qualities Skilled in SNOW reporting
Overview
27
27
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
IPC (Incident, Problem and Change) Lead
KYNDRYL
Bangalore
10.2020 - Current
- Leading and Managing IPC Team
- Developing ServiceNow Dashboards to keep track on all IPC tickets
- Reviewing the performance of IPC team on a daily basis
- Handling escalations
- Developed and enforced incident management processes, from detection to resolution, maintaining a focus on SLA adherence and customer impact.
- Directed the Problem Management process, leading a team to analyze recurring incidents, identify root causes, and implement long-term solutions to eliminate service disruptions.
- Managed the Change Management process, leading the team to ensure changes were reviewed, approved, and implemented with minimal impact to operations.
- Driving Proactive Problem Management
- Contributing towards customization of new tools
- Developing internal process / procedure documents to make sure the team follows the defined processes without fail
- Ensured all incident, problem, and change management processes complied with internal policies, industry standards (e.g., ITIL), and regulatory requirements.
- Conducting internal training for the team
- Conducting audits to improvise ticket documentation
Service Knowledge Management Lead
EY
Bangalore
12.2017 - 10.2020
- Managing SKM process
- Maintaining Knowledge articles
- Managing operations team
- Improvising the SKM process
- Creating dashboards using Power BI to present it to management
- Co-ordinating with Transition Management to have all the knowledge articles in place before go-live.
- Co-ordinating with portfolios to make sure the knowledge articles data is up-to-date
ESM Consultant
EY
Bangalore
12.2017 - 10.2020
- Manage all aspects of the customer relationship and interfaces along with the portfolio lead
- Provide overall process guidance
- Engage in problem solving and resolution
- Conduct monthly Production reviews and drives action thereof
- Communicate with key stakeholders (management, peers)
- Drive down high priority Incidents, identify systemic issues and drive to closure
- Facilitate and enable value/outcome and experience
PM Manager
EY
Bangalore
12.2017 - 10.2020
- Drive the following initiatives
- Building a dashboard in Power BI to get data on top searched articles by portfolio and study their trend to raise proactive records
- Follow up of Known error record closure and tracking it through Power BI dashboard
Training Service Now
MPHASIS PVT. LTD.
Bangalore
09.2010 - 12.2017
- ServiceNow Administration
- Creating Update set, Transform map and Import set
- Creating, monitoring, modifying, and publishing service catalog workflows with approvals
- Creating new applications, modules, and tables
- Personalizing and creating forms and fields
- Creating Groups, Roles and assigning Roles and responsibilities
- Workflow administration, Reporting, Form/UI configurations, Notifications
FLM
MPHASIS PVT. LTD.
Bangalore
09.2010 - 12.2017
- Handling the team
- Providing feedback
- Handling issues and escalations
- Planning trainings for the team members
- Guiding the team members
- Arranging team outings, which helps in team building
- Motivating the team members
- Maintaining relevant trackers and updating the Managers on the performance of the team
Training Coordinator - HP Global Learning Solutions
MPHASIS PVT. LTD.
Bangalore
09.2010 - 12.2017
- Liaising between the training requirements and the trainers
- Arranging the schedule for trainers as per the client requirements
- Motivating other team members to become trainers
- Coordinating with other teams, during crisis and addressing the client requirements
- Motivating the existing trainers to take up higher responsibilities and to get trained in latest technologies
Process Consultant - Incident and Problem Management and Reporting
MPHASIS PVT. LTD.
Bangalore
09.2010 - 12.2017
- Managing Incident and Problem process
- Training the Operations Team on process Adhering to SLA's defined
- Leading Internal and Client calls for SLM reporting on daily basis
- Creating the SLM report on daily basis
- Collecting all the required data for Incident and Problem and updating client on timely basis
- Handling the SharePoint
Process Consultant
MPHASIS PVT. LTD.
Bangalore
09.2010 - 12.2017
- Analyze current support processes to understand how they may be mapped to new process templates
- Regular workshops with the client to understand their current infrastructure
- Planning for the migration from current tool to HP Service Manager
- Understand the current integrations between different tool sets
- Gathering the information on existing Services, Assignment Groups, CI and their relationship, Contacts, SLA's
- Involved with the technical team during the Migration of data using LDSS
- Analyzing the reports used by the client and help the technical team in migrating / developing the reports as per the client requirements
- Develop level 4 process instructions specific to the clients. Develop new process to address any gap in tool functionality
- Work closely with support teams to ensure the transformation gets done effectively on time. Interact with clients when necessary to work their touch points into the new process. Deliver orientation sessions to prepare customer and support teams with the specifics for employing the deliverables
- Regular status update on the migration
- Training on Process
- Involved in UAT Testing
- Prepare a Guideline or Procedure document/ checklist that provide input to Tool Design Development activities
- Training the Team on HP Service Manager.
Process Consulting
ACCENTURE SERVICES INDIA PVT. LTD.
Bangalore
09.2006 - 08.2010
- Developing processes/procedures in line with the given RFCs, ISO 20000, and ITIL best practices for existing projects and new projects
- Handling Incident, Availability and Problem Management (as backup) across India location so that process compliance is maintained
- Initiated and successfully completed Continual Service Improvement (CSI) programme for service delivery and service support process
- Conducting internal audits based on ISO 20000, eSCM standards and assist during external audit
- Providing guidance to operations teams on Key Performance Indicators
- Developing documentation style guide as per MSTP standards to write processes and procedures
- Training the operations team on ISO 20000 process awareness
- Creating technical / presentation material for the support/process team members (Knowledge Exchange)
- Creating standard templates to document the processes
- Formatting documents
- Conducting trainings on the processes and on documentation guidelines to other relevant team
- Attending periodical review meetings with Peers/SMEs/Process Owners/Other stakeholders to collect feedback for the respective process area
- Improving the process depending on the feedbacks
- Working with other teams within Process and Quality and helping them achieve their target
- Ensure that all escalations are appropriately recorded and monitored. Follow the SLA with timely resolution
Project Coordinator
SIFY LTD.
Chennai
03.2005 - 09.2006
- Coordinating with the team
- Creating a Project Plan
- Allocating Resources
- Creating SMR, PEP reports
- Approving timesheet
- Handling multiple projects
Instructional Designer
SIFY LTD.
Chennai
03.2005 - 09.2006
- Dealing with client at all levels and analyzing their needs
- Adapting to new clients requirements quickly
- Learning and applying new applications for documentation
- Developing clear documentation for training, by using the best method
- Creating quality hardcopy and online documentation with graphics
- Co-ordinating with Graphic Designers and Developers in the organization
- Providing solutions to problems, such as identifying organizational and/or system improvements
- Handling multiple projects.
Software Engineer
SPEARHEADS SOFTWARE SOLUTIONS
Bangalore
01.2001 - 12.2001
- Analyzing the Software
- Designing and Developing the Software
- Documentation of the Software
Support Executive
KINFOTECH PRIVATE LTD.
Bangalore
05.1999 - 06.2000
- Providing online support to customers for Anti-Virus software
- Sending Virus Alerts and the removal procedures through mails and CD's
- Organizing executives' calls and maintaining other related document
Education
Bachelor of Engineering - Electrical And Electronics
BMSCE
Bangalore 09.1993 - 12.1997
Skills
- ServiceNow
- Microsoft Visio
- Agentic AI
Certification
- Agile Safe 6.0 certified
- DevOps Foundation Certified
- Trained in Service Now
- ITIL V3 - Expert Examination Certified
- ITIL V4 - Expert Examination Certified
- Certified ISO 20000 Lead Auditor from BSI
- Prince 2 Foundation Certified
- Microsoft Power BI
Trainings Imparted
- ITIL V3 Foundation
- ITIL V3 Service Strategy and Service Design
- New process improvement trainings to Operations Team
- ISO 2000k for Tools and Process Team
- HP Service Manager - End User Training
Languages
English
Proficient
C2
Timeline
IPC (Incident, Problem and Change) Lead
KYNDRYL
10.2020 - Current
Service Knowledge Management Lead
EY
12.2017 - 10.2020
ESM Consultant
EY
12.2017 - 10.2020
PM Manager
EY
12.2017 - 10.2020
Training Service Now
MPHASIS PVT. LTD.
09.2010 - 12.2017
FLM
MPHASIS PVT. LTD.
09.2010 - 12.2017
Training Coordinator - HP Global Learning Solutions
MPHASIS PVT. LTD.
09.2010 - 12.2017
Process Consultant - Incident and Problem Management and Reporting
MPHASIS PVT. LTD.
09.2010 - 12.2017
Process Consultant
MPHASIS PVT. LTD.
09.2010 - 12.2017
Process Consulting
ACCENTURE SERVICES INDIA PVT. LTD.
09.2006 - 08.2010
Project Coordinator
SIFY LTD.
03.2005 - 09.2006
Instructional Designer
SIFY LTD.
03.2005 - 09.2006
Software Engineer
SPEARHEADS SOFTWARE SOLUTIONS
01.2001 - 12.2001
Support Executive
KINFOTECH PRIVATE LTD.
05.1999 - 06.2000
Bachelor of Engineering - Electrical And Electronics
BMSCE
09.1993 - 12.1997