PALLAVI PRIYA SINHA
GURGAON
Summary
IT Service Management professional with 13 years of experience specializing in ITIL/ITSM processes, team leadership, and client relationship management. Skilled in trend analysis, adept at developing, implementing, and optimizing processes to enhance service delivery efficiency. Proven ability to communicate effectively with stakeholders, leveraging strong verbal and written communication skills to foster collaborative relationships and achieve organizational goals. Passionate about delivering customer-focused IT solutions aligned with business objectives.
Overview
13
13
years of professional experience
3
3
Certifications
Work History
Infra Managed Service Specialist
Accenture Solutions Pvt Ltd
12.2021 - Current
- Leading a diverse team of individuals catering to projects across different geographical locations and varied sectors
- Participate in end-to-end transformation projects, solving most pressing needs of our clients with key focus on delivering significant outcomes and values within defined timelines
- Coordination, agenda management and action tracking for regular performance governance
- Conducting Service Reviews and driving Service Improvement plans for client projects
- Stakeholder management, collaborating with leaders to ensure consistency of delivery, enforcing adherence of to standard ITIL practices
- Managing CMDB transition and run for multiple clients by gathering requirements as per SOW, creation of MAL, designing Configuration Management Plan, structuring the complete CMDB, checking readiness before handing over to run and operations
- Responsible for drafting policies and standards for regular updates on Configuration Items, defining audit parameters and metrics to ensure availability and accuracy of records
- Preparing ServiceNow dashboards and reporting standards to account for Billing of a project
- Ensuring CMDB process correctly support other ITSM functions like Incident, Change, Problem and Availability
- Conducting Process Awareness sessions and workshops with various teams and performing periodic Audits and Reporting to support Governance in run and operation projects
- Defined and created Service Management Plans for client projects as per the contract requirements.
IT Service Management Senior Analyst
Accenture Solutions Pvt Ltd
12.2017 - 11.2021
- Managed a leading Ecommerce client, acting as single point of contact for SLA Governance, Monthly Business Review meetings and driving CSAT
- Managing the IO related Vendors, driving monthly Vendor Governance calls, escalating Vendor issues, maintaining a vendor scorecard, and providing regular feedbacks to vendor as well as the project
- Handling on-premises Capacity Management, providing approvals for additional Capacity, creating Capacity forecast based on the usage to ensure additional Capacity was purchased timely, monitoring utilizations to check for any threshold breaches, providing monthly presentations to client and other stakeholders for capacity reviews
- Contributed to infrastructure readiness for peak sale period for the E-commerce client by sharing Capacity forecast based on the Current usage and monitoring utilizations, thus highlighting need for additional resources for the Peak season
- Setting up Cloud Capacity Management Process, post transition of services from on-premises to cloud
- With no reference available, inputs were taken from client and other technical teams and after self-study, process flow was created based on the inputs
- Managed documentations based on Accenture Delivery Methodology (ADM); prepared the project for Internal as well as External Delivery Excellence Audits
- Represented the project for ISO 2000 External Audit
- Handled various Daily, Weekly and Monthly Reports for Accenture Leadership as well as for the client
- Conducted Trend Analysis of Incident and Change Tickets, thus providing the trend chart to the management as well as the teams
- Managing Proactive and Reactive Problem Management process, thus contributing to Improvement measures
- Contributed to Continuous Improvement Plans, thus helping in reducing manual efforts with automation.
IT Service Management Analyst
Accenture Solutions Pvt Ltd
02.2016 - 11.2017
- Leading the Change Management process, defining and supporting all activities involved in Change Management, facilitating cross-functional collaboration necessary to drive the process effectively
- Responsible for initial approval of Change Requests by screening the documentation (RFC, Implementation Plan etc) and ensuring necessary standard of readiness before presenting to the CAB (Change Advisory Board) for final decision
- Performing periodic Change Audits and driving change process awareness sessions for Project and BAU Teams
- Proactive Problem Management by analyzing Incident trends and reporting technologies/devices contributing to maximum number of incidents
- Coordinating with technical teams to create RCA (root cause analysis) documents and log known error records
- Creating and maintain of Knowledge Articles in ServiceNow.
ITSM Consultant
Quess Corporation - Accenture 3rd Party Payroll
01.2015 - 01.2016
- Member of Cross Functional Support, working with global team and coordinating between different technologies, client, and other stakeholders to drive Service Management Process'
- Setting up of Incident Management and MIM process', Change and Problem Management a Retail client
- Effectively driving Incident, Change and Problem management after the project go live
- Trend Analysis, Service reporting, documenting risk and issues, running periodic audit reports to drive compliance towards ITSM process'.
Aricent Technologies
09.2011 - 10.2014
- Using ITIL principles to support post-sales support activities for Cisco clients
- Coordinating with Cisco System Engineers/Account Managers to ensure customer satisfaction with Cisco products and services, maximizing same account growth opportunities
- Ensuring any issues reported post sales were addressed through the right channels
- Ensure effective communication to the relevant stakeholders on timely basis
- Rigorous follow ups with Cisco and customer's top management to ensure that we are on the right track in resolving the reported issue
- Create Executive Summary based on the case study and information collected from clients, Cisco Presales, and Post-Sales Team.
Education
BACHELOR OF ELECTRICAL & ELECTRONICS ENGINEERING -
COLLEGE OF ENGINEERING, TRIVANDRUM
CLASS 10TH CBSE: 83.2% CLASS 12TH CBSE: 92.6% - undefined
CARMEL SENIOR SECONDARY SCHOOL, PORT BLAIR
Skills
IT Service Management
Service Portfolio
ServiceNow
Team Handling
Cross-functional collaboration
Stakeholder Management
Project Management
Change Management
Problem Management
CMDB
Continuous Service Improvement
Trend Analysis
Communication and Presentation
Microsoft (Excel, PowerPoint, Visio, Project Plan)
Hardware Asset Management
Certification
ITIL4 Foundation
Profilesynopsis
IT Service Management professional with 13 years of experience specializing in ITIL/ITSM processes, team leadership, and client relationship management. Skilled in trend analysis, adept at developing, implementing, and optimizing processes to enhance service delivery efficiency. Proven ability to communicate effectively with stakeholders, leveraging strong verbal and written communication skills to foster collaborative relationships and achieve organizational goals. Passionate about delivering customer-focused IT solutions aligned with business objectives.
Personal Information
Date of Birth: 12/03/1987
Awards
- ACE AWARD
- KEY PERFORMER AWARD
- CODE OF BUSINESS EXCELLENCE
- TOP GUN
Timeline
Infra Managed Service Specialist
Accenture Solutions Pvt Ltd
12.2021 - Current
IT Service Management Senior Analyst
Accenture Solutions Pvt Ltd
12.2017 - 11.2021
IT Service Management Analyst
Accenture Solutions Pvt Ltd
02.2016 - 11.2017
ITSM Consultant
Quess Corporation - Accenture 3rd Party Payroll
01.2015 - 01.2016
Aricent Technologies
09.2011 - 10.2014
BACHELOR OF ELECTRICAL & ELECTRONICS ENGINEERING -
COLLEGE OF ENGINEERING, TRIVANDRUM
CLASS 10TH CBSE: 83.2% CLASS 12TH CBSE: 92.6% - undefined
CARMEL SENIOR SECONDARY SCHOOL, PORT BLAIR
ITIL4 Foundation
Microsoft Azure AZ 103
Certified Hardware Management Professional
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