Gitika Puri

Customer Service Manager

Sopra Steria

08.2000 - Current

Held multiple roles across diverse projects and clients over 24 years, delivering expertise in Service Management, ITSM, SharePoint, Power BI, Power Automate, Power Apps, Oracle Applications, and Project Management.
Yorkshire Water (Apr 2022 – Present): Managing service delivery, incident/problem/change management, and continuous service improvement.
Supporting reporting, automation, and SharePoint/Power Platform solutions to enhance business processes.
HR Access (Jan 2022 – Mar 2022): Provided application support and enhancements for HR systems.
Ensured compliance with SLA-driven service requests and incident resolution.
N. Brown (Jun 2019 – Dec 2021) delivered service management and technical support across business applications.
Implemented automation solutions using Power Automate, and enhanced data insights with Power BI.
Fendi (Central Europe) (Sep 2018 – Apr 2019)
Supported ERP and business applications.
Collaborated with global teams to deliver seamless service delivery.
Large Central Government Organization, UK (Sep 2015 – Jun 2019): Provided application and service management for government systems.
Focused on compliance, security, and process optimization.
TSR – Telecom Service Review (Phase 2 Development) (Jul 2019 – Sep 2019). Contributed to system development and testing activities.
Applied Agile practices to accelerate delivery timelines.
NHS SBS (UK) (Dec 2009 – Aug 2018): Played a key role in managing business-critical applications and BAU support.
Delivered enhancements, reporting solutions, and process improvements.
MIS Project (Aug 2002 – Aug 2015): Led the development and support of MIS systems for reporting and analytics.
Implemented Oracle PL/SQL enhancements, and managed data processes.