Sangita Sukant Padhi

Problem Management:

• Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
• Resolved more than 40 customer Problem tickets with RCA in month
• Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
• Perform problem management following enterprise process of detection, isolation, cause, and resolution of application system and infrastructure faults
• Identify underlying root cause of problems
  Perform predictive modelling and trend analysis activities to anticipate future service degradation or disruption
  Develop solutions, including requirements and interface definitions, to implement corrective actions and resolve complex technical issues and problems
• Ensure end to end problem management processes are coordinated and performed according to agreed processes
• Formally close problem records. Plan, execute and document appropriate follow up activities relating to Major Problem reviews
• Supported clients with business analysis, documentation, and data modeling.
• Analyzed problematic areas to provide recommendations and solutions.

Change Management:

• Collected, validated, and distributed information to employees.
• Entered and maintained departmental records in company database.
• Published KPI reports and dashboards to Management and clients with inferences for discussion during weekly and monthly review meetings
• Reviewing request for change form submitted by technical team to check if they are authorized and ensure proper plan is attached including test and back out plan
• Ensuring reduction in number of unplanned changes
  Making templates for Standard changes and ensuring standard changes are logged through them
• Preparing forward schedule change for next 24 hours and ensuring all approvals are in place
• Chairing Change Advisory board meeting on weekly basis and ensuring approvals are taken and documented on tool
• Chairing ECAB when emergency change request is submitted and ensure approval is secured
  Reviewing changes, post implementation and ensuring proper documents are attached to support and change tasks are closed
• Ensuring changes are implemented within change window and are in proper state before implementation
• Performing post implementation review for any failed change and ensuring reduction of percentage of failed changes
• I have handled multiple Major incidents adhering to service level agreements.
• Planned schedules of changes analyzing conflicts, understanding risk and impact in environment, coordinated significant ones while communicating about activities to relevant stakeholders.
• Continuous-Service-Improvements for reducing human efforts and cost optimization.
• Monitored Ticket quality, audited and communicated necessary improvements to Management.
• Published KPI reports and dashboards to Management and clients with inferences for discussion during weekly and monthly review meetings

I have been a part of daily, weekly, and monthly meetings with clients to understand their demands and expectations and feedback.

• Educated stakeholders on data protection tactics to reduce breaches.
• Provide detailed timelines, list of participants and summary of incidents for problem management.
• Handle client contacts and engage as & when required.
• Handle client contacts and engage as & when required
• Engaging corresponding support to mitigate issues within SLA.
• Enhanced interfaces to promote better functionality for user
• Act as central communication point for major incidents – all Priority 1 issues and Priority 2 issues as required.
• Ensures creation of a resolution plan for P1 & P2 incidents
• Co-ordinate Bridge calls, sending communication to management and business unit.
• Major Incident management of high severity incidents.
• Major Incident management of high severity incidents.
• Major Incident management of high severity incidents.
• Handling transition of process from client to service management team. Suggesting feasible process flow as per requirement.
• Provided process training to teams across project to improve quality of incident and changes
• Enhanced interfaces to promote better functionality for users.