JENEPA DHANAPAL
Chennai
Summary
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Seasoned specialist offering several years of comprehensive experience interpreting and implementing quality assurance standards and investigating customer complaints and non-conformance issues. Practiced and knowledgeable professional possessing excellent problem solving and analytical skills paired with strong knowledge of qa terms, tools and methodologies. Committed to improving overall business processes.
Overview
13
13
years of professional experience
2010
2010
years of post-secondary education
Work History
ITSM SPECIALIST
Vodafone India Service Ltd
Chennai
08.2022 - 08.2024
- Coordinated project timelines by managing task assignments and deadlines.
- Managed end-to-end Incident, Problem, Change, and Service Request Management (ITIL aligned)
- Acted as Major Incident Coordinator, driving bridge calls, stakeholder communication, and service restoration
- Ensured SLA, KPI, and OLA compliance by monitoring queues, priorities, and escalations
- Performed Root Cause Analysis (RCA) and supported Problem Management to reduce repeat incidents
- Prepared and published daily/weekly/monthly service performance reports
- Drove Continual Service Improvement (CSI) initiatives to improve quality and turnaround time
- Built and maintained SOPs, workflows, and knowledge base articles
- Improved service stability through trend analysis and proactive monitoring
- Coordinated with Service Desk, L2/L3 support teams, vendors, and business stakeholders
- Supported CAB meetings, change risk assessments, and post-implementation reviews
- Managed customer inquiries and resolved issues effectively.
- Managed high-priority escalations and customer communications
- Strong hands-on experience with ServiceNow / Remedy / ITSM tools
- Ensured audit-ready documentation, ticket quality, and process compliance
- Analyzed service trends to recommend process improvements.
ITSM Process Lead
Accenture
Chennai
04.2018 - 11.2019
- Analyzed operational data to identify trends and improve processes.
- Led ITSM process improvement initiatives across diverse client projects.
- Collaborated with cross-functional teams to enhance service delivery frameworks.
- Developed and documented IT service management processes and workflows.
- Implemented tools to automate ITSM processes and improve efficiency.
- Facilitated meetings with stakeholders to discuss current issues related to ITSM processes.
- Performed root cause analysis activities when investigating production incidents.
- Trained team members on ITSM procedures and policies.
- Developed and implemented ITSM Processes to ensure compliance with Service Level Agreements.
- Provided guidance to teams on best practices related to IT Service Management processes.
- Prioritized each incident based upon its impact on business and escalated issues considered major threats.
- Improved SLA compliance by proactively monitoring ticket queues, prioritizing incidents, and driving timely escalations.
- Successfully coordinated multiple major incidents, reducing service downtime through structured bridge calls and clear stakeholder communication.
- Delivered accurate daily, weekly, and monthly service reports, enabling leadership to track KPIs and service trends.
- Coordinated major incidents with minimal business impact
- Reduced repeat incidents through RCA support
- Strengthened audit readiness and ITSM process compliance
- Drove continual service improvement initiatives
Project Manager in Network Config & Provisioning
Tata Communications Transformation Service Ltd
Chennai
10.2011 - 08.2017
- Understanding the Project charter, Stake holder register and Roll-out plan.
- Organizing a kickoff call during the project kickoff to ensure overall understanding of the rollout plan among the project team members.
- Main contact for Customers/ Project team members/ Account team.
- Leading, scheduling, and monitoring activities for all stakeholders.
- Interacting with relevant cross-functional teams and the customer for respective dependencies based on the project plans, and managing activities until the commissioning of the order.
- Ensuring a smooth transition of service delivery at each stage, and handling escalations when service is not delivered within the SLA.
- Identifying and implementing continuous process improvements to reduce cycle time.
- Scheduling weekly calls with the client to discuss the status of service delivery.
- Managed project timelines, ensuring adherence to schedules and milestones.
- Forecasted, scheduled and monitored project timelines, personnel performance, and cost efficiency.
- Monitored progress of each project to ensure timely delivery of deliverables in accordance with established quality standards.
- Managed multiple projects with competing deadlines simultaneously.
- Facilitated meetings to discuss progress and address challenges faced by teams.
Education
Bachelor Of Computer Science - Computer Science
Periyar University
Skills
- Incident Management
- Problem Management
- Change Management
- Service Requests
- Major Incidents
- SLA Management
- KPI Tracking
- Escalation Handling
DISCLAIMER
I hereby declare that all the details given above are true to my knowledge and I assure you that if I placed in your esteemed concern, I would do my job with utmost sincerity and to the best satisfaction of my superiors.
Education and Training
other
TOOLS
- Amdocs CRM
- ServiceNow
- Remedy
- Classic Clarify
- GTOMS
- MORI & COMS
- Cramer
- Putty
- MS Office
Timeline
ITSM SPECIALIST
Vodafone India Service Ltd
08.2022 - 08.2024
ITSM Process Lead
Accenture
04.2018 - 11.2019
Project Manager in Network Config & Provisioning
Tata Communications Transformation Service Ltd
10.2011 - 08.2017
Bachelor Of Computer Science - Computer Science
Periyar University