Megha Chanda
New Delhi
Summary
Enthusiastic IT professional with 11+ years of progressive experience, ready to contribute to team success through a strong work ethic, attention to detail, and exceptional organizational abilities. Deep understanding of Change Management Process and Application Support & Development cycle, with proficiency in various technologies. Well-equipped to handle diverse challenges. Driven by a desire for continuous learning, growth, and excellence. Excels in multitasking and thrives in dynamic environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Account Service Senior Specialist
NTT Data
05.2022 - Current
- Oversee, facilitates, and administers ITIL based service support for various accounts.
- Increased stakeholder satisfaction by effectively communicating changes, ensuring minimal disruption to daily operations.
- Built strong relationships with stakeholders at all levels, promoting a collaborative approach to managing change projects.
- Review the change requests and ensure changes are documented properly and have detailed implementation, backout and test plan in place.
- Conduct Change advisory board (CAB) meetings. Authority to approve or reject a change.
- Ensures that all the activities designed to implement the change are as per the standards. The policies and procedures should be well defined, recognized and reviewed.
- Maintained up-to-date knowledge about industry trends in relation to change management methodologies and best practices.
- Perform Post Implementation Review(PIR) for the failed changes.
- Publishing monthly missed schedule adherence change report and follow-up with the implementer to reduce such cases in future.
- Conduct weekly meeting for aging incidents and service requests.
- Perform monthly audit of closed incidents and changes to ensure same are closed with proper closing comments.
- Prepare monthly incident, change and request data and decks to identify the trends, scope of improvement and teams' productivity and present highlights and lowlights to higher management.
Senior Associate
PricewaterhouseCoopers Private Limited
11.2021 - 01.2022
- Execution and management of defined change management processes during development and production phases.
- Manage the workflow of change, track approval, and conduct follow up activities to complete processes
- Ensure timely implementation of new process and forms, as well as audit for compliance. Update forms and process documentation as needed
- Identify continuously improvement ideas for process and tool improvement.
Change Coordinator
WIPRO – HSBC (BFSI)
01.2018 - 10.2021
- Review change plans and schedules and approve/reject Unix & Linux Server OS patching change requests. Ensures that all the activities designed to implement the change are as per the standards.
- Scheduling people and resources for the approved change requests patching task.
- Address business and technical queries and issues from the change requesters.
- Work closely with technical teams to ensure proper resolution and closure of Incidents related to server issue.
- Work on Jira tickets for patching related queries and coordinate with the respective teams and accommodate Ad-Hoc patching requests based on server prechecks status and resource availability.
- Create blanket change requests and update the SharePoint with weekly blanket CRs for UNIX patching team and Service Owners to patch their development servers.
- Coordinate with Technical team, Server Owners and submit CRs to fix Tanium violations on the servers with vulnerable misconfigurations and compliance violations.
- Share weekly/bi-weekly server vulnerability and violation reports with the management.
- Project management, drive small projects like end-to-end agent upgrade on all the servers. Submitting change requests, sending email communication to all the stakeholders - Business and IT team, address queries from service owners, coordinate with the implementer team and sharing the progress report with the management in weekly meeting.
Data Warehouse Developer
WIPRO – Halliburton (ENU)
04.2016 - 01.2018
- Understand client requirements to develop new application/features.
- Develop new web-applications or adding new features/functionality to existing application based on client requirements using programming language PL/SQL, HTML, JavaScript.
- Complete testing and gather feedback to improve the quality and reduce operational risk of the developed application.
- Provide application support and problem resolution to minimize the impact of application related service outages.
- Conduct functional testing before migrating the code into the production environment.
- Troubleshoot and debug applications.
- Create plans and communicated deadlines to ensure projects were completed on time.
Critical Support Engineer/Team Lead
WIPRO - IT Management Group
03.2015 - 03.2016
- Monitoring the High priority tickets and act accordingly
- Provide trend analysis on the incidents
- Follow ITIL procedure for effective quality delivery and ensuring restoration of service as per the agreed SLA
- Sending Communications / Notifications to End users informing them about the Critical incident and the impact and workaround
- Details of respective location conference/ VCON rooms& equipment's with status(Weekly)Details of all communication equipment in respective location and review (Monthly)
- Maintain location data and review every 15 day and upload in img.wipro.com. All IP/subnet/VLAN details project wise (Monthly)
- MIS report (Monthly)
- Pending call analysis(Incidents & SR) (Daily)
- Location asset count reconciliation (Monthly)
- SLA deviation analysis (Incident & SR)(Daily)
- Employee/ODC connect (Weekly)
- Proactive compliance Checks for all location systems and corrective action (Weekly).
- Coached team members in techniques necessary to complete job tasks.
IT Support Engineer
WIPRO - IT Management Group
03.2013 - 03.2015
- Provide L1 IT support in the areas of computer hardware, software, network infrastructure (data, voice, and video) management,network security and messaging.
- Resolve system, hardware (Laptop, Desktop, Printer) and mobile device issues within SLA timelines, improving efficiency among departments.
- Properly escalate unresolved issues to appropriate internal teams.
- Work on incident and service requests and ensure timely closure to meet SLA norms and achieve more than 95% CSAT.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and modems
- Performed Root Cause Analysis for L1 tickets to minimize the incidents.
Education
M. Tech - System Engineering
Birla Institute of Technology And Science
12.2017
Bachelor Of Science - Information Systems
Birla Institute of Technology And Science
02.2016
Diploma - Electronics And Communications Engineering
Meera Bai Institute of Technology
06.2012
10th -
Kendriya Vidyalaya
05.2009
Skills
- ITIL Change Management
- Change Management Expertise
- IT Service Management
- IT Operations and Services
- PL-SQL
- JavaScript
- Application development & support
- Maintenance and troubleshooting
- Desktop Support
- Ticketing Tools: Service Now, Jira, BMC Remedy
- Web technologies: HTML 5, CSS
- Database : Oracle
- Operating System: Windows
Certification
· Information Technology Infrastructure Library ITIL V4 Certified
Accomplishments
- Received appreciation from the management for efficiently managing end-to-end Agent Upgrade project with high success rate, meeting the deadlines, addressing queries from Service Owners promptly and coordination with technical teams for timely resolution of issues during the implementation.
- Recognition received Start performer for best performance on the year 2015. Appreciated by the Senior Management for having shown Improvement in Team’s performance by identifying the root causes of various failure and have taken corrective & preventive action plans to combat the errors.
- Appreciated by the Client for having helped in suggesting Process Improvement Plans and the same have been implemented.
Timeline
Account Service Senior Specialist
NTT Data
05.2022 - Current
Senior Associate
PricewaterhouseCoopers Private Limited
11.2021 - 01.2022
Change Coordinator
WIPRO – HSBC (BFSI)
01.2018 - 10.2021
Data Warehouse Developer
WIPRO – Halliburton (ENU)
04.2016 - 01.2018
Critical Support Engineer/Team Lead
WIPRO - IT Management Group
03.2015 - 03.2016
IT Support Engineer
WIPRO - IT Management Group
03.2013 - 03.2015
M. Tech - System Engineering
Birla Institute of Technology And Science
Bachelor Of Science - Information Systems
Birla Institute of Technology And Science
Diploma - Electronics And Communications Engineering
Meera Bai Institute of Technology
10th -
Kendriya Vidyalaya