Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Hobbies and Interests
Timeline
Generic
KOMAL BARUAH

KOMAL BARUAH

Bangalore

Summary

Dynamic IT Service Manager with 10 years of expertise in Information Services, specializing in HR and finance applications. Proven success in driving operational efficiency, SLA compliance, and continuous improvement. Skilled in ServiceNow, data analysis, project management and Quality Assurance, leading to a 25% improvement in team performance and operational efficiency. Proficient in incident, problem, and change management, with significant reductions in incident recurrence and unauthorized changes. ITIL V4 certified with a solid understanding of ITSM, Large Language Models, and Generative AI.

Eager to transition into Customer Success Management, Product Management, and Service Delivery roles. Passionate about enhancing customer satisfaction, optimizing product performance, and ensuring seamless service delivery. Strong in stakeholder management, strategic planning, and cross-functional team collaboration. Committed to continuous learning and adapting to meet evolving business and customer needs.

Overview

10
10
years of professional experience
1
1
Certification

Work History

IT Service Manager - HR and Finance Applications

Capgemini India Pvt Ltd
12.2021 - Current
  • Spearheading service management for HR and finance applications, achieving improvement in service level agreement (SLA) compliance.
  • Implementing KPIs and metrics tracking, resulting in increase in overall service efficiency.
  • Implemented proactive problem management strategies, reducing recurring incidents.
  • Utilized data analysis techniques to identify trends and patterns in service requests and incidents.
  • Developed and implemented service strategies, policies and procedures to ensure IT services met customer needs.
  • Orchestrated incident management processes, ensuring swift and effective resolution.
  • Identified opportunities for improvement in existing IT processes and systems, then developed and deployed new solutions.
  • Monitored the performance of all IT services to ensure SLAs were being met or exceeded.
  • Provided guidance on best practices for incident management, problem resolution and change control.
  • Collaborated with vendors to negotiate contracts and purchase necessary equipment or materials needed for project completion.
  • Ensured compliance with company policies, procedures and standards regarding the use of IT services.
  • Tracked user requests using ticketing systems such as ServiceNow or JIRA; created reports on incidents resolved, open tickets.
  • Coordinated with other departments within the organization to ensure successful delivery of projects on time and budget.
  • Participated in meetings with senior executives to discuss strategy and plan future initiatives related to IT services.
  • Reviewed customer feedback surveys regularly in order to determine satisfaction levels with existing services provided by the company.

People Manager (Vendor Management)

PayPal India Pvt Ltd
11.2019 - 11.2021
  • Delivered value-based services to clients, focusing on continuous improvement and customer satisfaction
  • Implemented Quality Assurance (QA) procedures, reducing call and work error.
  • Successfully led a team of 20 resources, emphasizing coaching and mentoring, resulting in increase in team performance
  • Conducted performance reviews to ensure team members were meeting expectations.
  • Provided guidance and coaching to team members on how to improve their job performance.
  • Created policies and procedures to ensure consistent application of standards across the organization.
  • Analyzed data from various sources to identify areas of improvement within the department.
  • Established and monitored key performance metrics, enhancing team productivity and efficiency
  • Acted as the Single Point of Contact (SPOC) for clients, ensuring high-quality service delivery.

Associate Manager / Senior Team Lead

Tech Mahindra
01.2019 - 11.2019
  • Utilized ServiceNow for efficient ticket management and transition from Clarity
  • Applied Green Belt Six Sigma methodologies to minimize ticket backlog and enhance service delivery
  • Directed rewards and recognition activities, fostering career advancement and motivation for team members.
  • Developed and implemented strategies to ensure cost-efficient operations.
  • Created monthly reports outlining progress on key initiatives.
  • Implemented customer service standards across all departments in the organization.
  • Scheduled meetings with internal stakeholders to review departmental objectives.

Subject Matter Expert / Team Lead

IBM India Pvt Ltd
08.2014 - 12.2018
  • Utilized Citrix tools and managed end user issues, showcasing technical expertise
  • Administered D-SAT Survey analysis, ensuring high customer satisfaction
  • Supervised a team of 55 End-User Support Analysts, achieving targets and resolving escalated client calls.
  • Drafted technical documents, such as user manuals and training materials, to ensure accuracy of content.
  • Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
  • Created detailed reports on project progress, metrics, and results for stakeholders' review.
  • Facilitated daily scrum meetings, sprint planning sessions, sprint retrospectives and release planning sessions.
  • Coached team members in Scrum methodologies to improve productivity.
  • Assisted in resolving conflicts between stakeholders by identifying root causes and developing solutions.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.

Education

Master of Computer Applications (MCA) -

Dayananda Sagar College of Engineering (V.T.U)

Bachelor of Computer Applications (BCA) -

Dayananda Sagar College of Engineering (V.T.U)

Skills

  • Business Analysis
  • Problem Solving
  • Effective Communication
  • Strategic Thinking
  • Client Relationship Building
  • Adaptability
  • SLA management
  • Incident Management
  • Service Strategy
  • ITIL Expertise
  • IT Governance
  • Application support
  • IT service management
  • Change Management
  • Team Development
  • Problem-solving abilities
  • Project Coordination
  • Agile work processes
  • Self Motivation
  • Lean Six Sigma
  • Operational Reporting
  • ServiceNow, Jira
  • Microsoft Azure Fundamentals
  • Data Analysis Tools
  • ITIL V4 Certified
  • Scrum SAFE Product Owner
  • Product Management
  • Project Management

Certification

  • Prompt Engineering Certified, 2022
  • Product Management, 2021
  • ITIL V4, 2020
  • Azure AZ-900: Microsoft Azure Fundamentals, 2019
  • Lean Six Sigma Green Belt, 2018

Accomplishments

  • Received commendation for integrating Six Sigma methodologies within IT operations, showcasing exceptional execution and tangible operational benefits.
  • Led successful scrum meetings, significantly advancing process improvement, and enhancing efficiency strategies for team growth.
  • Facilitated and tested disaster recovery plans, ensuring business continuity in critical situations.
  • Conducted root cause analyses, addressing underlying issues to prevent future problems.
  • Implemented data-driven decision-making, resulting in a 15% improvement in overall service quality.
  • Achieved a 25% reduction in mean time to resolve (MTTR) through streamlined incident workflows.
  • Reduced the number of unauthorized changes by 20% through stringent change control measures.
  • Utilizing expertise in Service Now for streamlined IT service management.
  • Spearheaded comprehensive CMDB mapping, ensuring accurate and up-to-date configuration data.
  • Implemented robust change management processes, ensuring minimal impact on services during changes.
  • Implemented Lean methodologies, enhancing workflow and minimizing bottlenecks.
  • Improved incident resolution time by 20% through effective CMDB utilization.
  • Managing end-to-end service operations, ensuring timely query resolution, and maintaining excellent client relations.
  • Successfully managed transition from Clarity to ServiceNow, leading to improved ticket management and service delivery.
  • Established and monitored key performance metrics, enhancing team productivity and efficiency.
  • Acted as the Single Point of Contact (SPOC) for clients, ensuring high-quality service delivery.
  • Led a significant reduction in ticket backlog by 40% through the implementation of Lean Six Sigma Green Belt methodologies.

Languages

  • English
  • Hindi
  • Assamese

Hobbies and Interests

  • Painting
  • Life coaching
  • Volunteering in Tech seminars
  • Learning new technology trends

Timeline

IT Service Manager - HR and Finance Applications

Capgemini India Pvt Ltd
12.2021 - Current

People Manager (Vendor Management)

PayPal India Pvt Ltd
11.2019 - 11.2021

Associate Manager / Senior Team Lead

Tech Mahindra
01.2019 - 11.2019

Subject Matter Expert / Team Lead

IBM India Pvt Ltd
08.2014 - 12.2018

Master of Computer Applications (MCA) -

Dayananda Sagar College of Engineering (V.T.U)

Bachelor of Computer Applications (BCA) -

Dayananda Sagar College of Engineering (V.T.U)

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KOMAL BARUAH