Deepthishree Venugopal

1)Define the overall mission of the process
2) Establish and communicate the process mission, goals, and objectives to all stakeholders
3) Document and maintain the process and procedures
4) Resolve any cross-functional (departmental) issues
5) Ensure proper staffing and training for execution
6)Direct the IT Change Management roles
7) Ensure consistent execution of the process across the organization
8) Monitor, measure, and report on the effectiveness of the process to senior management
9) Continually improve the process

10) Chair Global change advisory board calls and Post implementation review calls.

Managing two large accounts on the Quality and Compliance aspects end to end and helping team to follow the organization standards and stay compliant.

• Bringing about change in work practices & procedures, I was involved in setting-up and maintaining SOPs, Critical to Process targets to facilitate excellent service delivery.
• Managing Tools Usage (Project Management, Automation, Ticketing) I was accountable for reviewing potential risks in accounts for prevention & detection of failure mode.
• Conducting Periodic Audits to identify and mitigate risks and financial impacts.
• Participating in Strategic Review Meetings for monitoring revenue recognition, margin, and costs, mitigating open risks.
• Designing & implementing new processes and ensuring effectiveness through regular Audits.
• Monitoring overall functioning of processes, identifying gaps and implementing improvement measures & outcomes in productivity/ profitability, customer delight, cost savings.
• Focusing on upstream processes like Delivery Assurance, Transition, to mitigate potential risks Facilitating Governance, Process Audits as per Contract/ MSA.
• SOW Audits to improve Commitment Compliance and Deliverables quality. Status Reporting to Stakeholders through Dashboards for critical decision-making.
• Maintaining a high-quality customer experience, elevating customer satisfaction, while adhering to SLAs and work processes. Leading efforts for keeping TAT commitments, handling escalations and monitoring quality standards of team.

• POC for Service Delivery Managers to perform capacity management, billing/show back operations, and cost optimization activities across multiple cloud environments.
• Responsible for the delivery of, Incident, Problem, Change Configuration Management by coordinating with multiple teams across various domains.
• Point of contact for the Clients, Service Delivery Managers and Delivery teams.
• Monitor, manage and prioritize all service aligned queues ensuring service levels are maintained and eliminating backlogs.
• Ensure processes are followed as defined.
• Point Of Contact for driving Severity 1 incidents including internal and client communications.
• Create Major Incident Reports MIR/RCA Technical Experience : Expertise in understanding of Cloud environment.
• Experienced in managing Client transitions and working in multi client environment.
• Engage and drive Automation initiatives.
• POC for Reporting.

BUSINESS EXCELLENCE ROLE:

• Process Adherence audits and prepare audit trend and circulate to stakeholders
• Driving ITIL & ISO requirements as per Industry standards
• Perform ITSM trainings
• Service Improvement plans coordination with ADM
• Risk Management. – Identification and Remediation
• Customer Experience Management
• Coordinate AMR, QBR reviews with Delivery
• Implement go to green (GTG) plans

CSI & SERVICE LEVEL MANAGEMENT ROLE:

• Ownership to oversee the day to day operations relating to Service Level Management & Service Level Compliance
• Understand the overall setup of IT Services and roles played by various Service Providers
• Understand the Supplier SOWs, SLAs, exceptions, exclusions and ensure suppliers are delivering work as agreed in SOW
• Ensure interdependencies between suppliers to deliver SLAs are understood and documented
• Manages the performance reporting and monitors the compliance of the Supplier against Services Agreement Service Level Agreements (SLA). This includes regular performance reporting, monitoring service level infractions and developing new SLAs and metrics as needed
• Develop required methodologies to ensure suppliers performance is evaluated in a consistent and professional manner
• Ensure Service Improvements plans are identified, documented, communicated, agreed and tracker for improvement in performance
• Identify needs to change/modify Service Level Agreements, Contracts which improve Service Level performance
• Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements
• Setup required Governance to ensure process & operations performance is reviewed at various levels e.g. Operations resources, Process Managers, Process Owners, Service Delivery Managers across Service Providers, at an agreed frequency e.g. Daily, Weekly, Monthly, Quarterly
• Regular review of SLAs, OLAs and underpinning contracts; ensure regular monitoring of SLAs & intervention if SLAs are endangered

• Engagement Health Assessment for all accounts
• SLA Configuration
• CMMI coordination and Implementation
• Risk Management
• CII, CSI Implementation
• LSS Analysis
• Effort overrun and validation
• Metrics report validation and approval
• Track the closure of audit findings effectively to avoid hit in delivery metrics

• Contract Management and Project Management
• Proactive Problem Management and MTTR analysis
• Process Adherence, Compliance Checks, ITSM audits
• Continual Service Improvement
• Risk Mgmt. – Identification and Remediation
• Customer Experience Mgmt
• Organizing PMR & QBR reviews

• Responsible for planning and coordinating all activities required to perform, monitor, and report on process
• Remediate deviation of process
• Responsible for communicating with Incident Process Owner
• Identify, initiate, schedule and conduct incident reviews and also to ensure respective SLA's are met
• Establish continuous process improvement cycles where process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable

• Capacity management & planning, change management
• POC for DBA, CAB and E-CAB calls
• Ensure Change status, progress and issues are communicated to appropriate groups
• Responsible to review Change Schedule (CS) for conflicts
• Chairs the CAB
• Report Change Management activities to upper management
• Produce management reports
• Responsible for education of Change Management process

Primary role of Application support and production support analyst is providing first level of support all end users

• Providing support for basic incident resolution and requests reported to division service desk
• Queue Monitoring - Tickets, Calls and Emails
• Ensure that Project meets all stipulated SLA and report deviations to concerned
• Service Improvements and facilitation
• Training/ Refresher training to team members
• Reporting
• Prepare KEDB's, SOP and manage team repository
• Perform audits
• Managed over 50 calls per day with 100% SLA coverage