Priyanka R

• Managed a diverse portfolio of customers across industries such as banking, insurance, law firms, and betting, including high-profile clients requiring continuous attention—all handled simultaneously.
• Enhanced service quality by addressing client concerns promptly and professionally, ensuring seamless service delivery and contract compliance.
• Led SLA performance management, collaborating with internal and external teams to meet and exceed service targets across multiple regions.
• Managed major incidents, problems, and changes, leading RCA investigations, chairing CAB meetings, and ensuring structured resolution processes.
• Implemented and refined service processes, driving continuous improvement within the Service Desk and educating teams to enhance efficiency.
• Developed and analyzed KPIs, identifying trends and risks to proactively improve service performance and mitigate potential issues.
• Strengthened client relationships, working closely with Account Directors to ensure on-time renewals and explore opportunities for business growth.
• Fostered collaboration between technical teams, vendors, and customers, ensuring efficient resolution of escalated issues while maintaining positive relationships.
• Conducted regular reviews of service offerings, identifying gaps in the market and recommending new solutions accordingly.
• Led operational improvement initiatives, fostering a culture of continuous enhancement to drive efficiency and revenue growth.

• Managed customer hardware lifecycle, ensuring accurate documentation of all changes.
• Oversaw engineer access to sites, ensuring adherence to site regulations and security policies.
• Monitored and coordinated all regulatory and compliance training, ensuring timely completion.
• Tracked project spending, evaluated supplier performance, and conducted periodic reviews to optimize service efficiency.
• Allocated and optimized resources, monitored project milestones, set deadlines, and proactively resolved issues to enhance customer satisfaction.
• Scheduled and facilitated meetings, maintaining detailed tracking of all project-related documents.
• Conducted security reviews for suppliers and vendors, ensuring compliance with organizational and industry standards.

• Provided frontline IT support as a Service Centre Advisor, ensuring seamless incident management, SLA compliance, and effective customer communication.
• Acted as the first point of contact for customers, logging and prioritizing incidents, MACs, and service requests while ensuring SLA adherence.
• Conducted Level 1 troubleshooting, assigned tickets to engineers, and ensured timely updates and resolutions in line with jeopardy and escalation protocols.
• Monitored high-priority incidents (P1s), engaged third-party vendors for site dispatches, and escalated issues as per defined processes to minimize service disruptions.
• Maintained clear, professional communication with customers, provided timely updates, and ensured accurate documentation to support efficient service delivery.

Progressed from Service Desk to Production Support and Development, gaining hands-on experience in IT operations, troubleshooting, and software development.

• Started in Batch Monitoring & Service Desk, overseeing mainframe batch runs, coordinating with QA teams, and preparing workflow documentation.
• Advanced to Production Support, managing file transfers, handling priority incidents, creating change requests, and participating in CAB meetings.
• Transitioned to Development, performing business and data analysis, coding, unit testing, and supporting UAT/SIT phases for enterprise applications.