DRISHTEE PANDEY
Bengaluru
Summary
Detail-oriented Technical Coordinator / Team Lead with 4+ years of experience managing enterprise-level IT changes in alignment with ITIL best practices. Proven ability to assess risk, facilitate CAB meetings, coordinate cross-functional stakeholders, and ensure successful change implementations. Experienced with ITSM tools such as ServiceNow and BMC Remedy, with a strong focus on compliance, audit readiness, and continuous improvement.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Coordinator / Team Lead
Hemmersbach
10.2022 - Current
- Oversaw complete Change Management lifecycle adhering to ITIL best practices for both infrastructure and application changes.
- Assessed change requests for risk, impact, and business readiness to mitigate service disruptions.
- Facilitated Change Advisory Board meetings, providing critical insights for decision-making processes.
- Collaborated with application teams, vendors, and stakeholders to ensure effective change execution.
- Guaranteed thorough documentation of changes, encompassing implementation plans and test outcomes.
- Conducted Post-Implementation Reviews to uncover root causes and suggest improvements.
- Sustained accurate change records to support compliance and audit needs.
- Engaged in continuous improvement efforts that enhanced change success rates while reducing emergency modifications.
- Coordinated technical support for global IT service projects.
- Managed communication between clients and technical teams.
- Developed project timelines and tracked deliverables for efficiency.
- Facilitated training sessions for staff on new software tools.
- Analyzed technical issues and provided effective solutions.
- Collaborated with vendors to ensure service quality and compliance.
- Supported project managers in resource allocation and planning efforts.
Global Operations Support Agent
Hemmersbach
09.2021 - 09.2022
- Supported Change Managers in daily change request processing and validation using ServiceNow/BMC Remedy.
- Performed initial risk and impact analysis for standard, normal, and emergency changes.
- Coordinated change schedules and maintenance windows to avoid conflicts and service outages.
- Communicated change status, approvals, and implementation outcomes to technical and business stakeholders.
- Assisted in preparing CAB dashboards, reports, and metrics for leadership review.
- Ensured adherence to SLA, governance, and internal control requirements.
Education
MBA -
FOSTIIMA Business School
12.2021
B.Com -
Awadh University
12.2019
Intermediate -
CBSE Board
12.2016
High School -
CBSE Board
12.2014
Skills
- IT Change Management ( ITIL 4)
- Change management
- ITIL framework
- Risk assessment
- Project coordination
- Change request processing
- Continuous improvement
- Data analysis
- Proactive problem solving
- Team collaboration
- Effective training
- Incident management
- Cross-functional coordination
- Customer support
- ITIL processes
- Stakeholder relations
- Adaptability
- Change Risk & Impact Assessment
- CAB Facilitation & Governance
- Stakeholder Management
- ITSM Tools (ServiceNow, BMC Remedy)
- Change Documentation & Audit Compliance
- Post-Implementation Reviews (PIR)
- Communication & Negotiation
- Analytical & Decision-Making Skills
Certification
- Project Management Basics - Hemmersbach
- Leadership Essentials - Hemmersbach
Timeline
Technical Coordinator / Team Lead
Hemmersbach
10.2022 - Current
Global Operations Support Agent
Hemmersbach
09.2021 - 09.2022
MBA -
FOSTIIMA Business School
B.Com -
Awadh University
Intermediate -
CBSE Board
High School -
CBSE Board