Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Other Interests
Timeline
Generic

Divyansh Dhunna

Gurgaon

Summary

Service Management expert with 9 years of extensive experience working with large organisations to design, implement, and optimise IT service delivery processes. Highly proficient in Major Incident, Change, and Problem Management, with progressive team leadership and mentorship skills. Experienced in fostering collaboration with product teams to successfully implement ITIL processes, and helping deliver services effectively. Recognised for a results-driven approach, continuous process improvement initiatives, and a strong commitment to cross-functional teamwork to achieve organisational goals.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Senior Services Operations Analyst

McKinsey Knowledge Center
03.2020 - Current
  • As part of the Service Management Team, supporting McKinsey's tech environment with ITIL processes - Incident, Change and Problem Management, ensuring efficient IT Service Delivery.
  • Supporting as a Change Process Lead. Implementing Change Management Process for the Infrastructure and Application Teams by setting up the required logistics and providing tailored training sessions.
  • Working as a product onboarding lead ensuring the defined processes are well followed and exploring continuous improvement opportunities.
  • Preparing RCAs for high-priority cases in coordination with the technical support teams, and delivering to the senior leadership.
  • Handling and leading Major Changes, which involves coordinating with multiple stakeholders, facilitating risk assessment calls, ensuring pre & post-checks, communications, etc.
  • Effectively playing the role of Team Lead which involves task allocation and workload distribution, validating communications, handling escalations, updating leadership and helping the team manage impact situation
  • Taking part in internal and external Change Management audits, assisting my leaders in gathering evidence during the audits and actively working on the audit findings, to achieve the requirements
  • Training, coaching, and mentoring new team members and helping them acclimate to our systems and processes. Also, making sure to provide regular and constructive feedback to achieve team goals.

ITSM Analyst

Accenture
05.2019 - 03.2020
  • Worked during the transition phase of a project. Took part in testing and configuring ServiceNow as per Client's requirement before making it operational-ready
  • Chaired daily operational meetings with all the support teams reviewing and following up on open Incidents to prevent breaching of SLA.
  • Provided ITSM training sessions to the internal technical teams to ensure a proper understanding and adherence to the defined processes
  • Driven MIM bridge calls and sharing communications within the defined SLAs.
  • Prepared SOPs for the ITSM processes for internal use.
  • Monthly reporting (Highlighting - monthly and quarterly ticket trends, backlog and aged tickets and downtime for high priority applications (MTTR)). Also, Summarizing the key achievements and scope of improvement.

Service Management Analyst

HCL Technologies
08.2016 - 05.2019
  • Involved in multiple projects within the organisation.
  • Also, worked as a Problem and Knowledge Manager for other APAC projects. I was responsible for reviewing problem tickets and optimizing incident counts through proactive PM. As a Knowledge Manager, worked on drafting and publishing KB articles. Providing KB compliance and Monthly Audit reports to clients.
  • Worked on Incident Quality Management for an Australia-based client, responsible for maintaining the quality of all the incidents through regular audits.
  • Developed a rating system to evaluate ticket quality, which resulted in marked performance improvements and captured appreciation from senior management. This also played a role as one of the essential factors leading to our organisation's top ranking in the client's Service Provider list.
  • Also worked as a Release coordinator in another Australian government project. This involved end-to-end resource coordination and stakeholder management during critical releases.

Education

Bachelors of Technology - Computer Engineering

Arya Institute Of Engineering & Technology
Jaipur, India
08-2016

Skills

  • Major Incident Management
  • Change Management
  • Problem Management
  • Communications
  • Stakeholder Management
  • Reporting
  • Collaborations
  • Mentorship
  • Process Improvement
  • Audits
  • Tools (ServiceNow, Tableau, Miro)

Certification

ITIL Foundation V3

AWS Certified Cloud Practitioner

Azure Foundation

Accomplishments


  • Hands-on experience in delivering RCAs for High Severity cases to the firm Leadership
  • Handled Major Activities related to Company Code mergers, and migrations, involving multiple stakeholders.
  • Delivering Change Management training sessions, performing Emergency Change audits
  • Conducting regular Communication dry runs for the team to keep them familiar with the defined processes and logistcs

Other Interests

Reading

Music Instruments

Sports


Timeline

Senior Services Operations Analyst

McKinsey Knowledge Center
03.2020 - Current

ITSM Analyst

Accenture
05.2019 - 03.2020

Service Management Analyst

HCL Technologies
08.2016 - 05.2019

Bachelors of Technology - Computer Engineering

Arya Institute Of Engineering & Technology

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Divyansh Dhunna