Kalyan Ganta
Bengaluru
Summary
- An IT Service Management Professional with 11.5 years
- Of experience || SIAM Foundation Certified || ITIL V3 & V4 Foundation Certified || Well-versed with multiple ITIL practices such as Knowledge, Incident, Problem, Change and Service Asset and Configuration Management, Service Requests || Expert at building relationships and believe in the fact that "Great things in business are never done by one person, they are done by a team of people"|| I am flexible, reliable, organized, self-aware and creative.
Overview
11
11
years of professional experience
3
3
Certification
Work History
Senior Analyst, ServiceNow Knowledge Manager
Levi Strauss & Co
Bangalore
07.2023 - Current
- Part of HR People Service Delivery Team (Knowledge & HR Case Management, HRIT)
- Streamlined operations and processes for the organization's HR team by leading as Knowledge Process Owner for Global HR Operations
- Transformed the Knowledge Management Module by rebuilding it from scratch, bringing in a fresh design and reimaging the entire workflow.
- Implemented KPIs for evaluating the effectiveness of Knowledge Management practices.
- Collaborated with ServiceNow Developers to implement tool enhancements based on business needs
- Onboarded different teams and organizational locations onto the ServiceNow Knowledge Management Module
- Developed and maintained reports and dashboards to track and organize knowledge articles effectively.
- Supported upgrades of tools and HR case management as needed.
- Conducted thorough end to end testing of the tool post upgrades and changes.
- Managed Quick Messages, Response Templates, and Knowledge Articles effectively.
- Focused on implementing Self-service and promoting left shift of HR cases.
- Responsible for end-to-end implementation and operations of the knowledge management module for HR.
Tech Leader, Knowledge Manager
State Street Corporate Services Mumbai Private Limited
Bangalore
09.2021 - 07.2023
- Part of Service Availability Management Team (Knowledge, Incident, Change, Problem, CSI, Mission Control)
- Knowledge Process Owner for entire Production Management Team in the organization
- Managing different vendors and internal teams with the knowledge Management practice
- Monitoring KPI's to measure the effectiveness of Knowledge Management as a practice
- Working closely with SNow development team
- Managing knowledge managers/champions from all the areas in the organizations
- Conducting regular meetings and roadshows with all our stake-holders to bring in collaboration and help them with their queries and capture feedback
- Additional Responsibilities: Build up the entire CSI team and started CSI practice within the teams
- Deploying xMatters, to help MIM team to reduce human intervention.
SIAM Knowledge Manager
HCL Technologies
Bangalore
11.2020 - 08.2021
- Building up a new Knowledge base repository for all the knowledge documents across all the vendors
- Defining the parameters for knowledge Management (naming convention, formatting of articles, versioning, data protection, etc)
- Tracking of knowledge articles and making sure the knowledge base is up to date with the latest information
- Defining a process for creating, publishing, reviewing and retiring the articles based on ITIL Knowledge Management framework
- Building KPIs to measure the effectiveness of Knowledge management
- Onboarding new vendors to the multi-supplier environment transforming into a SIAM model
- Maintaining and tracking all the operational documents, SOW's from SIAM perspective
- Additional Responsibilities: Helping the Quality team with Incidents and SR spot checks for all the vendors
- Assisting the Audit team for Internal & External Audits
- Assisting the Incident Management team with Ageing ticket analysis and coming up with a plan to reduce the count
- Point of contact for Escalation Management.
PACK Analyst
BT e-Serve Pvt Ltd
Kolkata
08.2018 - 11.2020
- Checking the knowledge articles and following the knowledge management workflow
- Creating, approving, publishing and retiring the knowledge base articles
- Creating SOP's and publishing for different teams and responsible for the version controls of the same
- Assisting the transition team with all the Knowledge Management processes and knowledge documentation
- Using reporting and spot checks to identify areas of improvement from a process and user perspective
- Work with other teams to identify improvement opportunities and ensure end-to-end success of the Service Management processes
- Conducting training, workshops and technical assistance for division and support staff
- Helping different teams with the Knowledge Transfer and documentation of the appropriate knowledge
- Helping the teams with monthly reporting
- Taking a step ahead to bring in the concept of KCS (Knowledge Centered Services) within the organization.
Senior System Engineer
Cognizant Technology Solutions
Kolkata
10.2016 - 08.2018
- Subject Matter Expert for the Global Service Desk
- Managing a team of 30+ Service Desk Analysts and assisting them with knowledge transfer and trainings
- Being the point of contact for colleagues seeking support, guidance, training and information
- Helping the incident management teams solving the P1 tickets and getting involved in the bridge calls
- Helping the problem team with RCA's and handling 1st level escalations
- Helping the team with the latest knowledge and making sure the SLA's is being maintained for Incidents and Service Requests
- Performing tasks such as queue management, managing breaks, leaves management.
System Associate
Capgemini India Pvt Ltd
Kolkata
07.2015 - 10.2016
- Handling calls emails and chats
- Managing Active Directory and creating Generic mailbox, Distribution list and users network profiles
- Helping user with the technical issues related to internal tools and applications
- Effectively exceeded issue-resolution targets and achieved exemplary customer satisfaction score and consistently scoring between 95% and 100% on all calls
- Following up with support teams
- Ensuring to give on call resolution to user, keeping in mind the process parameters and targets
- Creating and publishing knowledge articles for the L1 service desk analysts.
Senior Associate
Wipro BPO
Kolkata
12.2013 - 07.2015
- Assisting customers with their land-line and broadband related queries
- Diagnosed the circuits remotely and solved queries online via calls chats and emails
- Diagnostics connection issues and also helped them set-up new connections
- Assisting them with the wired and wireless broadband connectivity issues
- Designed many training modules for the project
- Handled L1 and L2 level escalations and gave resolutions with in SLA
- Assisting new joiners with the process related trainings
- Followed up with clients to ensure optimal customer satisfaction
- Generating reports on a daily, weekly and monthly basis
- Trained batches as a temporary trainer.
Education
Executive Masters of Business Administration - Business Analytics & Digital Transformation
PES University
BengaluruBachelor of Computer Applications -
Andhra University, Visakhapatnam
Skills
- ITSM Tools: ServiceNow, BMC Remedy, IT Direct, HP ITSM
- Office 365: MS Word, MS Excel, MS PowerPoint, MS Publisher, MS Teams, Skype for Business, Outlook, SharePoint, OneNote
- ITIL Framework: Knowledge, Incident, Change, Problem, SACM, Service Request fulfillment, Continuous Improvement, HRSD
- Remote Desktop Support: Windows Administration, IT Technical Support, Active Directory Management
Websites
Certification
- ITIL V3 Foundation Certificate in IT Service Management, 02/2019 - Present
- ITIL V4 Foundation Certificate in IT Service Management, 07/2020 - Present
- EXIN SIAM Foundation, 01/2021 - Present
Accomplishments
- Reached Quarter-final for a inter BT Global competition 'Challenge- Cup' which gives us the platform to bring changes to the organization (10/2019 - 02/2020).
- Received monetary award for involving Knowledge Management into the transitions of new projects in BT (06/2019).
- Promoted as an acting Knowledge Manager Capgemini with in a tenure of 6 months into the project (02/2016).
- Awarded as Best Process Knowledge Executive at Wipro (05/2015).
- Awarded as 'Rising Star' award for best on job Performer at Wipro (03/2014)
Disclaimer
I hereby declare that the above information is true and correct to the best of my knowledge and belief.
Timeline
Senior Analyst, ServiceNow Knowledge Manager
Levi Strauss & Co
07.2023 - Current
Tech Leader, Knowledge Manager
State Street Corporate Services Mumbai Private Limited
09.2021 - 07.2023
SIAM Knowledge Manager
HCL Technologies
11.2020 - 08.2021
PACK Analyst
BT e-Serve Pvt Ltd
08.2018 - 11.2020
Senior System Engineer
Cognizant Technology Solutions
10.2016 - 08.2018
System Associate
Capgemini India Pvt Ltd
07.2015 - 10.2016
Senior Associate
Wipro BPO
12.2013 - 07.2015
Executive Masters of Business Administration - Business Analytics & Digital Transformation
PES University
Bachelor of Computer Applications -
Andhra University, Visakhapatnam
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