Dhanashree Samson

Assistant Shift Lead - Service Desk

• Manage a team of 20-25 members in a shift.
• Monitor day to day activities, including weekly roster, SLA management, tickets closure, escalations.
• Conduct induction training for new joiners about project, client profile, ticketing tools , policies and processes.
• Drive critical / escalated issues to resolution.
• Attend client meetings.
• Periodic presentations to clients to evaluate Service Desk performance .
• Conduct regular team meetings to discuss their performance, expectations, areas for improvement.
• Conduct performance appraisals.

CMDB and Incident Process Manager

• Work along with a ServiceNow App development team and CMDB Process Owner (Client) to create strategies, roadmap, policy documents to set up functional CMDB with real time data.
• Coordinate with the Datacenter team to gather asset inventory maintained manually, understand its scope, connectivity within classes.
• Define classes, attributes, connectivity based on the data shared.
• Verify records available in CMDB classes and cross verifying with real time data.
• Educate tech support teams, process teams about the CMDB, its need, benefits and train them about CMDB data population,reports, dashboards.
• Validate CRs for CI addition, deletion, modification and post verification of the same.
• Validate requests for creation of new classes and attributes in CMDB.
• As an Incident Manager, handle Major Incidents in rotational shifts.
• Create and drive a MI bridge with relevant teams to resolve an issue.
• Sharing timely updates to stakeholders about progress on major incidents.
• Train new team members about Incident Process, work structure,tools, report generation.
• Periodic reports generation, share with stakeholders, internal team.
• Follow up on open incidents and make sure its closure within defined TaT.
• Work with ServiceNow tool for Incident, Service request process.
• Audit the ticket quality in terms of communication, SLAs, updates made, reasons for on hold tickets.
• Participate in daily scrum meetings to discuss ongoing issues, blockers, and open tickets.
• Handle escalated issues from client and management.
• Induction training new team members about the project, clients, tools, process, soft skills.

• Hardware Asset Management - From purchase to disposal and its compliance through out life cycle.
• Coordinate with HR to check about new hirings to forecast assets requirements.
• Conduct internal audits to maintain compliance.
• Maintain a database with accurate information and updates about assets.
• Coordinate with service providers,vendors to get quotations for assets, spares, and repair.
• Initiate claims and Coordinate with Asset insurance company for lost and damaged cases.
• Produce and share periodic reports to management regarding Asset inventory.
• Attend IT related queries raised by users through phone, emails and ticketing tool.
• First Level troubleshooting and resolutions for incidents raised.