Priyaka Kandhari

• Analyzed problematic areas to provide recommendations and solutions.
• Determined areas for improvement and implemented processes to alleviate problems.
• Prioritized projects and project tasks depending upon key milestones and deadline dates.
• Managed monetary transactions with perfect accuracy, which elevated customer satisfaction ratings.
• Streamlined processes to cut downtime and optimize employee productivity.
• Identified business issues through careful collaboration with key stakeholders.
• Assessed needs for projects and made proposals to senior executives.
• Created monthly forecast templates and resource management allocations for approved projects.

• Achieved project deadlines by coordinating with contractors to manage performance.
• Managed projects from procurement to commission.
• Identified plans and resources required to meet project goals and objectives.
• Developed and initiated projects, managed costs, and monitored performance.
• Planned, designed, and scheduled phases for large projects.
• Developed and implemented strategic project plans to meet business objectives.
• Coordinating with the Project delivery team and Implementation team (IT Service Management, Technical Design and Networks) for ensuring full proof delivery in a timely manner.
• Risk & Issue Management: Identification of the possible Risks & Issues having an impact on the delivery of the site(s). Also keeping a check on all the Risks & Issues & having the mitigation plan in place with the help of PMs.

• Delivering Service Levels in accordance with Client specifications in terms of billing for the Australia region.
• Produce Governance reports and provide data to internal and external customers. Escalate issues to the senior management to ensure swift conclusion.
• Injecting the Billing Start Date in different tools to enable successful start of billing for the project.
• Order entry, generation of reports, analysing the data, reconciliation and also worked on billing, budgeting and forecasting.
• Client and internal calls for project updates – weekly basis or as and when needed.
• Maintained SOP’s for accurate process and procedural documentation.
• Completed billing related activities for accurate billing to customer
• Ensured all Changes comply with internal controls and customer/regulatory controls
• Extract data from relational databases utilising Business Objects, MS Access, SharePoint, Siebel CRM and other tools
• Maintained Daily Tracker to track the daily productivity, Product Tracker to track the products record, Follow-up Tracker to track all the requests for regular follow-ups etc

• Handling teams of technicians, ensuring they deliver as per the defined SLA
• Responsible for ensuring the resolution and communication of high impact outages by following the global processes like:
• Problem Management, Escalation and Notification (E&N), Service Restoration Team (SRT), Root Cause Analysis (RCA), Managing Incidents via Major Problem Reporting (MPR) Tool, Initiating and coordinating SRTs where applicable. Liaising with SDM and Product lines to ensure customer experiences minimal down time.
• Chairing the DSR’s.

Part of the Onshore Transition Team, Travel to Client location for transition (Birmingham, UK).

• Users Creations and deletions of remedy accounts, Monitoring the servers on BMC Patrol Central, Handling the Change Management, Handling the Service Requests and Incident Management, Troubleshoot and provide resolutions to application bugs, Handling of service request and incidents on remedy, Perform regular housing keeping activities, Update team documentation, work instructions and procedures, Manage user profiles and server/user licenses, Generate Remedy reports, Provide 24*7 on-call support.