Rachana Aphale

Client: Archer Daniels Midland (ADM).

Key Responsibilities and Achievements:

• Led Major Incident Management (MIM) operations, handling P1/P2 incidents end-to-end, ensuring timely resolution, and minimal business impact.
• Collaborated with cross-functional technical and business stakeholders to drive incident restoration and post-incident reviews.
• Actively participated in the transition phase of the ADM account, including KT sessions, shadowing, reverse shadowing, and go-live support.
• Facilitated Root Cause Analysis (RCA) sessions, and coordinated corrective and preventive actions with resolver teams.
• Partnered with the Change Management team to assess risk and ensure a controlled implementation of changes.
• Owned daily, weekly, and monthly reports for incident backlogs, average resolution time, and trend analysis.
• Designed and delivered monthly performance decks (SLA/KPI) for senior management and client stakeholders, highlighting process improvements and compliance metrics.
• Supported RFP (Request for Proposal) documentation and solution planning in the previous account, contributing to service management consulting initiatives.
• Developed an understanding of IT Service Management Consulting principles to align process design with business goals.

Key Tools and Technologies: ServiceNow, MS Excel, PowerPoint, ITSM tools, RCA frameworks.

I was a part of the IT Production Support team for the AMN client (U.S. Healthcare).

• Managed and tracked all service requests and incidents to ensure timely resolution and SLA adherence.
• Led P1/P2 major incident calls, coordinating with technical teams and stakeholders to restore critical services within agreed timelines.
• Installed, configured, and performed minor repairs on hardware and software, ensuring uninterrupted IT operations.
• Oversaw daily IT service delivery tasks, maintaining service quality, and customer satisfaction during business-critical operations.
• Drove Critical Incident Management and facilitated Root Cause Analysis (RCA) to identify issues and implement long-term preventive actions.
• Collaborated with service teams to ensure all new services and change implementations were compliant with ITSM and governance standards.
• Monitored Change Requests (CRs) and ensured execution according to Change Management procedures and defined SLAs.
• Created and maintained detailed Knowledge Base articles, improving incident resolution time, and reducing recurring issues.
• Partnered with cross-functional teams to streamline ITSM workflows, enhance operational efficiency, and improve reporting accuracy.

Contributed to IT support solutions at Three UK firm.

• Enabled successful implementation and maintenance of various system platforms
• Tracked service requests through a ticketing system such as Remedy or Service Now.
• Worked with cross-functional teams to achieve goals.
• Analyzed root cause of incidents using problem management tools such as ITSM.
• Engaged in after-hours on-call rotation for urgent support requirements
• Conduct call evaluations to maintain service quality and adherence to company protocols
• Ensuring projects align with service-level agreements
• Documented incident details in knowledge base articles for future reference purposes.

• Handled IT service management with ServiceNow.
• Facilitated support for Altice USA's telecom services across multiple channels.
• Managed escalations aimed at first-call resolution.
• Delivered thorough training on Remedy, ServiceNow, and VMware platforms.
• Developed KPI-focused summaries for executive team review
• Knowledge of applicable tools.

• Assisted customers in selecting products based on their needs and preferences.
• Maintained up-to-date knowledge of product features and benefits.
• Created detailed reports of sales activity.
• Analyzed market trends to identify opportunities for growth and expansion.