Hemlata Pardeshi
IT Professional
Pune,Maharashtra
Summary
- Ready for a new position where attention to detail and a wide knowledge of technology can be utilized. Results-driven Service Delivery Manager known for high productivity and efficient task completion.
- Specialize in strategic planning, client relationship management, and process optimization to ensure smooth service delivery. Excel in leadership, communication, and problem-solving skills, enabling successful team collaboration and customer satisfaction.
- Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
13
13
years of professional experience
Work History
Service Delivery Manager |PMO
Bajaj Allianz Life Insurance
Pune
01.2022 - Current
- Managed communications between internal teams and external customers regarding product updates or changes in services offered.
- Monitored team performance, identified areas for improvement, and provided feedback and coaching.
- Coordinated activities between departments to ensure smooth service delivery process.
- Championed customer service excellence, instilling a client-focused culture within the team.
- Collaborated with internal teams to develop best practices for service delivery processes.
- Negotiated contracts with vendors to ensure cost-effectiveness of services provided.
- Created reports on service delivery metrics, such as response time, resolution rate.
- Established relationships with external stakeholders to support service delivery operations.
- Conducted regular meetings with customers to discuss their requirements and expectations.
- Resolved escalated customer issues in a timely manner according to established procedures.
- Provided technical guidance and training to the team members on new tools or technologies used in the organization's services.
- Developed operational policies and procedures related to service delivery management.
- Collaborated with business executives to discuss and understand IT problems negatively affecting operations.
Senior Technical Support Specialist
Raw Engineering
Mumbai
01.2021 - 01.2022
- Provided technical support to customers via phone and email, troubleshooting hardware and software related issues.
- Developed scripts to automate routine tasks and processes.
- Created knowledge base documents for frequently asked questions.
- Tested new products prior to their release into production environment.
- Collaborated with stakeholders from different business units when necessary.
Technical Support Engineer
Tech Mahindra
Pune
07.2019 - 01.2020
- Performed root cause analysis for application issues and developed solutions to prevent future occurrences.
- Provided technical guidance on system upgrades, enhancements, and patching activities.
- Developed automation scripts using shell scripting languages to improve the efficiency of operations.
- Analyzed customer data to identify areas of improvement for the migration process.
- Developed and documented detailed test plans, test cases and scripts for various migration projects.
- Implemented structured procedures to manage, monitor and track all aspects of data migrations.
Sr Technical Support Manager
Amdocs
06.2011 - 07.2019
- Ensuring service solutions are operable, recoverable and maintainable and are transitioned into service with the minimal disruption
- Leadership and oversight of the Configuration and Release Management across the function
- Accountable and in control of Changes and Releases to the Prod environment and ensuring the integrity and stability
- Provide clear and concise communication of Change and Release issues and risks to relevant stakeholders across the organization, including pre and Post implementation reviews
- Ensure appropriate governance, assurance and risk management is in place in order to protect integrity and stability of services, including upgrade and rollback procedures
- Ensuring that releases are properly assessed, approved and released successfully into the operational environment
- Ensure that adequate testing has been carried out on all relevant releases before they are deployed to prod, to include that all back out plans have been checked and approved and resources are available to carry out any changes
- Support the Incident and Problem Management processes to ensure that fixes and changes are applied to the Production environment safely and in a controlled manner.
Education
MSc in Computing Science -
Dublin
Ireland12.2009
Bachelor of Computer Engineering -
NMU
India12.2006
Skills
- Solutions Development
- Operations Support
- Client Relationship Management
- Workload Management
- Incident Management
- Mentoring and training
- Project Implementation
- Client Relationships
Affiliations
- Consistent performer and RNR winner multiple times
- Team Leader in extra curriculum activities
- Member of Emergency Rescue team of Floor.
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Service Delivery Manager |PMO
Bajaj Allianz Life Insurance
01.2022 - Current
Senior Technical Support Specialist
Raw Engineering
01.2021 - 01.2022
Technical Support Engineer
Tech Mahindra
07.2019 - 01.2020
Sr Technical Support Manager
Amdocs
06.2011 - 07.2019
MSc in Computing Science -
Dublin
Bachelor of Computer Engineering -
NMU
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