Navyashree P

Dynamic and results-oriented Associate Manager with over 11 years of progressive experience in the IT industry, with a background in operations, project management, and team leadership. Proven track record of leading teams, driving operational excellence, and achieving business goals. Leadership skills and expertise to contribute to the organization in a managerial role in the field of information technology. With diverse backgrounds in incident management, service management, change management, product management, and problem management. A highly motivated, ambitious individual, and having the ability to work with a team. Processing admirable management skills. Dedicated to providing excellent customer service, and making operational and procedural improvements.

Recognized for excellent communication, problem-solving, and stakeholder management skills, with a track record of exceeding performance targets, and implementing innovative solutions.

Successfully involved in the transition of the Change Management Team to the CPIS products.

Ticketing tool: ServiceNow and Jira Dashboard.

Plan and evaluate entire workflows with our IT Change Management solution. Updates to high-level management.

Defined the Change Management Process Document with respect to the products.

Identify, analyze, and prepare risk mitigation tactics.

Identify and manage anticipated resistance.

Planning, organizing, staffing, leading, and controlling all the changes.

Ensure a high level of customer focus (internally and externally), with due care and attention to customer priority issues, and appropriate levels of customer communications.

Develop and maintain customer satisfaction measurement metrics.

Handling day-to-day changes, reviewing, and approving the changes.

Part of CAB.

Involved in MUW's.

Develops and implements quality plans for the customer.

Sole point of contact and responsible for addressing and resolving customer issues for key and top revenue customer accounts, such as SBI, Standard Chartered Bank, Bharti Airtel, Kotak Mahindra, SBI Cards, TATA Sky, ADB, etc.

I was responsible for understanding the business criticality, driving the escalation with internal and external stakeholders until resolution. In turn, ensure the customer is happy and contribute to the renewal.

I was the point of contact for higher management (CIO/CFO) of the customer business, and I have been providing status updates over email and phone.

Have a good understanding of Oracle Fusion Cloud products, and have worked on different products like HCM and ERP.

I have undergone ERP training.

Conducts regular, quarterly business review meetings with the customer to discuss the service quality.

Delivers a quarterly balanced scorecard with KPIs to ensure overall customer satisfaction.

Was accountable during the onboarding and transition of projects and customers.

Creates and delivers monthly service reporting for customer active accounts.

Analyze the case; is it raised on the proper platform?

Escalate the critical cases and high-priority cases of change records and problem records with the respective team, and provide updates to high-level management.

Involved in a bridge call for P1 cases and major changes.

Assist with day-to-day Change Management administration activities.

Build and maintain an overall usage report for various systems, test environments, and scheduling.

Completely involved in major incidents. Monitoring critical incident SLA measurements and requirements regularly.

Ensure a high level of customer focus (internally and externally), with due care and attention to customer priority issues, and appropriate levels of customer communications.

Develop and maintain customer satisfaction measurement metrics.

Handling day-to-day incidents and escalating them as per the Incident Resolver Groups' escalation matrix, as required, to bring the resolution of the incidents back on schedule.

Successfully involved in the transition of the Global Service Desk for Rambus Chip Technologies.

Involved in the integration of acquiring new companies for Rambus.

Ticketing tool: ServiceNow.

Assign unresolved incidents to the appropriate Tier 2 Support Group.

Associate incidents with other records (i.e., incidents, changes, problems, knowledge articles, known errors, etc.).

Provide first-line investigation and diagnosis of all incidents and service requests.

Basic level of troubleshooting as L1 Support.

Worked on hardware provisioning for onboarding.

Worked on the configuration of Mobile Iron and RSA applications (VPN).

Key person from L1 to work in the Active Directory console.

Worked on updating the employee details in Oracle ERP.

Better knowledge about Oracle applications (worked on Oracle applications in both companies, TTNI and Rambus).

KB Articles Creation.

Created onboarding and relieving process documents.

Created Rpath account process document (time sheet).

Directed unresolved cases to the appropriate Tier 2 support team.

Handled preliminary diagnosis and investigation of various incidents and service requests.

Alerted management about major incidents promptly.

Communicate possible service level breaches to incident coordinator.

Addressed day-to-day issues and escalated according to the defined escalation matrix of Incident Resolver Groups.

Monitored SLA compliance regularly to meet commitment standards outlined in the SOW.

Oversaw change record follow-ups and analyzed Emergency Change for CAB approvals.

Examined patterns in change documentation.

Validated UAT case alignment with Change Management standards.

Addressed internal and external customer needs with diligence.

Handled online services for customer feedback management.

• Ticketing tool: Summit

Focused on Continuous Service Improvement.

KB Articles Creation:

Authored instructional manuals for addressing password-related challenges in different applications.

Authored numerous reports following a thorough examination of L1-resolvable Oracle and IE setting problems.