Deepika Yadav

ITSM Process Transformation, Governance & Analytics

• Led ITSM account-level compliance audits end-to-end — reviewed ticket hygiene, SLA adherence, and process gaps; presented findings and corrective action plans to ITLT (CIO-level) stakeholders.
• Chaired weekly Change Management and Problem Management governance meetings — tracked open records, challenged owners to close overdue items, and drove MTTR reduction across 3 service towers.
• Built and owned daily Incident Backlog reporting — automated extraction, analysis, and distribution of backlog data to enable operations teams to prioritise and close aging tickets faster.
• Designed and implemented ServiceNow dashboards and SLA scorecards — improved SLA visibility and compliance by 75% across Incident, Change, and Problem Management processes.
• Developed Power BI and Celonis dashboards to track MTTR, ticket trends, and compliance KPIs; enabled leadership with real-time decision intelligence replacing manual spreadsheet reporting.
• Built automated ETL pipelines for data extraction and governance reporting — reduced manual effort by over 50% and eliminated data accuracy issues in weekly board packs.
• Led ITSM system migration from Plastic State to Gold State — ensured audit readiness, process stabilisation, and zero-defect handover during a high-risk transition period.
• Conducted ITSM maturity assessments and process mining analyses to identify optimisation opportunities; facilitated Value Stream Mapping (VSM) sessions with process owners.
• Led GenAI-driven automation initiatives to streamline service operations, including automated manager assignment — recognised by client for reducing manual assignment effort significantly.
• Created and standardized knowledge base articles in ServiceNow for the Infrastructure Team by migrating and enhancing existing documentation into a newly designed template, improving content structure, consistency, and usability.

• Performed complex data modelling and renewable energy optimisation using OSeMOSYS and GIS tools to identify sustainable opportunities in the Goa region.
• Developed Power BI dashboards and visual reports to support policy-level decision-making at the G-20 Summit.
• Applied statistical forecasting methods to large datasets to provide actionable insights for long-term, sustainable energy planning in Goa's district and villages.

• Drove end-to-end supplier onboarding — managed vendor selection, specification creation, and quotation analysis for 20+ components; reduced procurement cycle time by 30%.
• Automated procurement workflows and Engineering Change Note (ECN) processes — improved data traceability and reduced turnaround time, freeing up 10+ hours/week of engineering effort.
• Led root cause analysis (RCA) and poka-yoke implementation to resolve recurring customer complaints — achieved a 25% reduction in customer concern incidents within 6 months.
• Implemented predictive maintenance system using CNC machine data and data-driven techniques to detect failure patterns and proactively schedule maintenance, reducing unplanned downtime.
• Managed cross-functional teams across procurement, quality, and engineering; drove continuous improvement initiatives by saving 30 lakh as aligned with Lean and Six Sigma principles.