Pratibha Dharasania
Operations Delivery Manager
Valsad
Summary
Professional having 18+ years of experience in Service Delivery Management, Operations Delivery, Transition management, Knowledge Management, Change Management, Problem Management, Scrum Master & Continual Service Improvements.
As part of ESG Community, key role being an enabler for fortifying the Service management across the accounts, with an emphasis on Continual Service Improvement.
Overview
17
17
years of professional experience
2
2
Languages
34
34
years of post-secondary education
9
9
Certificates
Work History
Manager
Capgemini Technology Services India Limited
Mumbai
06.2020 - Current
- Coordinating sprints, retrospective meetings, and daily stand-ups Coach team members in Agile frameworks
- Accountable for delivery of the end-to-end IT Services, within their portfolio, provided by all delivery partners.
- Primary escalation point for the Service delivery for the account
- Management of performance against agreed OLA\'s, SLA\'s & KPIs; agreeing service improvement plans, as required, with the service delivery partners.
- Responsible for Continual Service Improvement Initiatives within Service Management disciplines and processes by identifying and leading initiatives to drive continuous improvement whilst protecting the integrity of existing services
- Adopting a multi-skilled approach across, demonstrating flexibility to help alleviate potential single points of failure and supporting the wider team when requested by the business, cross skilled in change and problem management.
- Work effectively with stakeholders from Service Delivery Units, Projects and the Business
- Fulfill Line management and supervision responsibilities of the Service Delivery Team including mentoring team members, performing performance appraisals
- Organizing various Events and activities for Monthly WOW Connects as Diversity SPOC for NEU Region
Head
Collabace Innovative Labs, Pvt Ltd
06.2018 - 06.2020
- Managing overall operations and quality function for organization
- Perform quality check on customers feedback
- Performing ISO 27001-2013 audit / network security audits
- Performing various Information Security assessments for customers
Senior Consultant
Capgemini Technology Services India Limited
08.2016 - 06.2018
- Managed Change and Problem Management function for Shared infra-
- Team having 52 plus customers in Netherlands
- Worked as Lead Maintenance Officer for Quarterly maintenance activities for shared infrastructure environment
Change Manager
Fidelis
05.2016 - 08.2016
- Group for HP Enterprises
- Chairing Technical Advisory Board / Change Advisory Board/ECAB and
- Global Network CAB meeting facilitating Domestic, Foreign office and RRB for a large Indian Bank.
Manager
Enmarq Technologies Pvt Ltd
07.2015 - 05.2016
- Successful implementation and rolled out Change Management function across all the branches for Food Packaging Organization, UK
- Chairing Technical Advisory Board / Change Advisory Board/ECAB and
- Global Change Management
Service Management Manager
Netconnect Pvt Ltd
10.2013 - 07.2015
- Managing various ITIL processes for one of Indian Banking Customer
- Thane
ISMS Lead
08.2011 - 09.2013
- Cloud Vidyalaya
- Performing ISO 27001-2008 audit/ network security audits
Manager Operations
Netmagic Solutions Pvt Ltd
04.2010 - 08.2011
- Handled various roles for operational Excellence Like Change
Process Consultant, Internal Auditor
Network Solutions Pvt Ltd
10.2007 - 04.2010
- An IBM
- Company
- Chairing Technical Advisory Board / Change Advisory Board/ECAB and
- Global Network CAB meeting for International Bank Customer.
Technical Support Engineer
IBM
01.2008 - 01.2008
- Spot Recognition for
- Outstanding Individual Contribution for a Barclay's Bank Project
Trainee
Trimax IT
04.2007 - 10.2007
- Imparting Process trainings for Teams
- Managing various ITIL processes for various domestic and international customers
Technical Trainer
Solution World
Thane
04.2006 - 02.2007
- Imparting training of A+ Hardware Certification and Networking technologies
Technical Support Engineer
Cygnus Technologies Pvt. Ltd
Mumbai
05.2005 - 04.2006
Education
Bachelor of Commerce (B. Com) -
SIWS College / Mumbai University
Higher Secondary Certificate (HSC) - undefined
SIWS College / Maharashtra
Secondary School Certificate (SSC) - undefined
Sadhana Vidyalaya / Maharashtra Board
Skills
English
undefinedAccomplishments
- Successful DLP assessment and readiness for BFSI Customers
- ISMS Audits for Domestic Bank datacenters
- Successful implementation of Global change management process ofinternational customer
- Internal Audits for datacenter service providers
- Successful implementation and roll-out of various ITIL processes for
- ISO – 20001:2008 readiness for datacenter service provider
- Successful implementation of Global change management process ofinternational bank.
Rewards & Recognition
April 2021
Awarded Certificate of Appreciation for Performing Responsibilities as Knowledge Manager and Scrum Master, Capgemini NEU Diversity
April 2018
Awarded She Rocks and Show (Them) Your World celebrations for outstanding contribution award for Women Employee, Capgemini Netherlands
January 2017
Awarded Customer Delight for Smooth handling of Maintenance Weekend from India, Capgemini Netherlands
January 2011
Awarded Spot Recognition for Outstanding Contribution in Operational Excellence Team, Netmagic Solutions, India
Certification
Engagement Management Foundation, 2021
Timeline
Manager
Capgemini Technology Services India Limited
06.2020 - Current
Head
Collabace Innovative Labs, Pvt Ltd
06.2018 - 06.2020
Senior Consultant
Capgemini Technology Services India Limited
08.2016 - 06.2018
Change Manager
Fidelis
05.2016 - 08.2016
Manager
Enmarq Technologies Pvt Ltd
07.2015 - 05.2016
Service Management Manager
Netconnect Pvt Ltd
10.2013 - 07.2015
ISMS Lead
08.2011 - 09.2013
Manager Operations
Netmagic Solutions Pvt Ltd
04.2010 - 08.2011
Technical Support Engineer
IBM
01.2008 - 01.2008
Process Consultant, Internal Auditor
Network Solutions Pvt Ltd
10.2007 - 04.2010
Trainee
Trimax IT
04.2007 - 10.2007
Technical Trainer
Solution World
04.2006 - 02.2007
Technical Support Engineer
Cygnus Technologies Pvt. Ltd
05.2005 - 04.2006
Bachelor of Commerce (B. Com) -
SIWS College / Mumbai University
Higher Secondary Certificate (HSC) - undefined
SIWS College / Maharashtra
Secondary School Certificate (SSC) - undefined
Sadhana Vidyalaya / Maharashtra Board
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