Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Deepa Verma

Deepa Verma

Summary

To utilize my skills and abilities that offers professional growth while being resourceful, innovative and flexible, offering an opportunity. My talent and experience will enhance the productivity and performance of the Organization. Experienced and enthusiastic Consultant with track record of success across wide range of industries. Possesses exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to client organizations improving business performance. Experienced in all aspects of operations, strategy and finance.

Overview

9
9
years of professional experience
2
2
Certifications

Work History

Consultant /Change Manager

Capgemini
Bangalore
  • Daily dashboard reports preparation for taking count of CRs within SLA or out of SLA, Status of CRs, to whom bucket the CR
  • Ensure that all the required Approvals are in place before the submission of Changes
  • Partners with Change Coordinators to review all changes and ensure that risk and impact assessment are done according to our defined procedures
  • Makes decisions regarding risks and changes that could have Business impact
  • Need to manage high volume on day-to-day basis
  • To provide operational support ensuring KPIs and SLA are achieved
  • Take ownership of various tasks and work within the team for betterment of process
  • Relevant Experiences
  • Monthly basis auditing of no of users in the network
  • Track and reports against activities to ensure progress
  • Daily dashboard reports preparation for taking count of CRs within SLA or out of SLA, Status of CRs, to whom bucket the CR
  • Contacts clients/users to raise queries and provide information, entering details on to the client/user database where appropriate
  • Circulates change documentation to a defined distribution of clients/ users
  • Assists with the provision of awareness material to clients/users to explain the importance of a structured change management process
  • Sends notification to our customers for all traffic affecting maintenance
  • Participates in process improvement
  • Coordinate with internal and external stallholders, to ensure the project delivery on time
  • Release user communication for project release
  • Participation in Cost and Hour review with RMO team and seek quote approval from customer.

Change Manager

Colt Technology
Bangalore
10.2019 - 09.2022
  • Assists with the production of schedules of requests for change (RFC) for managing changes to the live infrastructure
  • Transcribes data on to the change management database, ensuring accuracy and consistency of data
  • Carries out simple enquiries on the status of changes, using the change database where appropriate
  • Contacts clients/users to raise queries and provide information, entering details on to the client/user database where appropriate
  • Circulates change documentation to a defined distribution of clients/ users
  • Assists with the provision of awareness material to clients/users to explain the importance of a structured change management process
  • Sends notification to our customers for all traffic affecting maintenance
  • Answers all customer question related to a specific maintenance
  • Participates in process improvement
  • Orientation on how to handle all kind of dispute, Customer data management and other commercial/ technical related enquiries
  • Has flair to perform complex tasks and ability to find solutions self-contained in a timely manner
  • Ready to work within a team with full responsibility of fixing the issues that are impacting customers on regular basis
  • This includes ownership, coordinating and managing the issues on daily basis
  • Other Responsibilities: Part of different process:
  • Planned work Advisor: Level -1
  • Reason for Outage Team: Level -1
  • Participation in different infrastructure Project and IT Go live Projects
  • To release user communication for intermittent outage.

Project Coordinator/Service Delivery Manager/Change Manager

TCTSL
Pune
09.2017 - 09.2019
  • Execute project management administrative tasks
  • Prepare and manage project management documents
  • Create project schedules that include materials estimates and manpower needs to be submitted to management
  • Monitoring project progress and creating project status reports for project managers and stakeholders
  • Assisting with resource scheduling so that team members have the resources they need to complete their tasks
  • Scheduling stakeholder meetings and facilitating communication between the project manager and stakeholders throughout the project life cycle
  • Managing project management documents such as the project plan, budget, schedule or scope statement, as directed by the project manager
  • Works closely with the project team to maintain a continuous knowledge of project status to identify potential issues and/or opportunities within or related to the project
  • Maintain high performing service support functions including and IT Service Desk, Desktop Support.

Change Manager/Senior Process Executive

Infosys
08.2015 - 08.2017
  • Implementing change requests with minimum number of network outages, minimum risks
  • Providing access to the implementer for performing activity in different domains
  • Approving change requests with proper justification so that it will be approved accurately
  • Attending CAB and ECAB meeting for upcoming changes with technical team, change manager and customer
  • Coordinating with technical team for implementing Normal/Emergency change requests for proper resources, trying to complete the activity within proper mentioned downtime
  • Trying to get a proper follow up on CRs to close it within SLAs
  • Preparing reports for weekly basis CAB reports, on the basis of this reports CAB meeting will be arranged
  • Running CRs report we are preparing for taking count of how many CRs are in running state on daily basis
  • Daily dashboard reports preparation for taking count of CRs within SLA or out of SLA, Status of CRs, to whom bucket the CR
  • Pending CRs preparation for giving information to the stakeholders for which the CRs is pending within their buckets
  • Troubleshooting on daily basis incidents like site binding, errors in giving access etc
  • Monthly basis auditing of no of users in the network
  • Keeping the network healthy by doing health checkup activities on the network
  • Preparation of daily CR tracker for daily basis activities.

Customer Support Associate

Tech Mahindra
Pune
02.2014 - 07.2015
  • Responsible for all client communications, conflict resolution, and compliance on client deliverables to ensure quality standards and client expectations are met
  • Responsible for the SLA adherence
  • Responsible for driving process compliance within the program
  • Works closely with the project team to maintain a continuous knowledge of project status to identify potential issues and/or opportunities within or related to the project
  • Provides regular two-way communication between the client and project team in order to provide strong team representation and set proper client expectations
  • Maintain high performing service support functions including and IT Service Desk, Desktop Support
  • As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
  • Owner of the Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
  • Tech Mahindra
  • Project:, To resolve customer’s request, complaint and query via Email
  • To take follow up to resolve the issues.

Education

PG Diploma - Embedded system

ICIT)Pune University

BE - Electronic & Instrumentation

S.G.S.I.T

Skills

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Certification

Foundation Certification IT Service Management.

Timeline

Change Manager

Colt Technology
10.2019 - 09.2022

Project Coordinator/Service Delivery Manager/Change Manager

TCTSL
09.2017 - 09.2019

Change Manager/Senior Process Executive

Infosys
08.2015 - 08.2017

Customer Support Associate

Tech Mahindra
02.2014 - 07.2015

Consultant /Change Manager

Capgemini

PG Diploma - Embedded system

ICIT)Pune University

BE - Electronic & Instrumentation

S.G.S.I.T

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Deepa Verma