Hi, I’m
RAJANI TIWARI
Service Management Associate Manager
Pune
Summary
- IT Professional with overall 12+ years’ experience in Service Delivery, IT Operation Management, Asset Management, CMDB.
- Champion the ITIL control processes for Incident, Event & Configuration Management, delivering successful outcomes that enables them to achieve its corporate and operational objectives, ensuring IT governance and controls are effective.
Overview
13
years of professional experience
8
years of post-secondary education
1
Certification
2
Languages
Work History
AccenturePune
Service Management Assoc Manager
01.2017 - Current
Job overview
- Responsible for E2E Service Level Performance, Incident, Configuration and Event processes.
- Responsible for managing, supervises and controls the processing of daily operational activities within the scope of responsibility.
- Overseeing processing incident and service requests, evaluating escalated tickets, building support structure, using escalation rules, hierarchical escalation, providing information to stakeholders
- Conducting regular trainings and sessions for the service team to enhance technical skills and service excellence.
- Ensuring that service level management processes and working practices are effective and efficient.
- Collaborate with stakeholders to define service level agreements (SLAs) and key performance indicators (KPIs) to monitor and measure overall service performance.
- Monitoring SLA- and OLA-compliance, preparing Incident/Service Request data for reporting, quality assurance of the process, defining improvement measures within the process.
- Performs gap analysis to highlight breaches of SLA targets, investigating reasons and recommending actions to prevent their recurrence.
- Ensuring that targets agreed to within Underpinning Contracts are aligned with SLA and SLR targets
- Ensuring that Service Performance Reviews are regularly performed, and any required actions are performed
- Ensuring that improvement initiatives identified in Service Reviews are acted on and progress reports are provided to client
- Additionally, responsible for managing E2E Service Management Tool.
- Accomplishing multiple tasks within established timeframes.
- Identifying opportunities to streamline processes and improve office operations and efficiency.
- Implementing project management techniques to overcome obstacles and increase team productivity.
- Building and managing processes for tracking and monitoring department performance.
AccentureKolkata
IT Operation Analyst
04.2015 - 01.2017
Job overview
- Worked on identifying and managing CI classes, CI attributes and relationships within CMDB.
- Evaluated the import of configuration item source data to ensure required specifications were met before making changes to the CMDB.
- E2E responsible for updating, configuring, and verifying the accuracy of the CMDB database.
- Worked on development and implementation of Service Asset and Configuration Management (SACM) processes in Service Management tool.
- Monitored all SACM process and activities for in-scope hardware, software, and other specified program configuration items (CI).
- E2E responsible for planning, auditing, verification, position accounting and reporting on SACM activities.
- Conducted quality assurance audits of SACM activities to include CMDB audits and process audits.
- Recommend and facilitate improvements to the processes, policies and tools that support Configuration Management including CMDB attributes and relationship.
- Documented software development methodologies in technical manuals to be used by IT personnel in future projects.
- Conducted data modeling, performance and integration testing.
- Additional responsibility of ITSM Tool Enhancement and handling Change/Incident and Knowledge Management module.
- Worked flexible hours across night, weekend and holiday shifts.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Increase overall awareness of Configuration Management processes to wider IT community.
- Participated in various process and service management tooling projects as required, to help ensure the changes being developed support improved business outcomes.
Dell InternationalPune
IT Operation Analyst
03.2011 - 04.2015
Job overview
- Experience of handling 14 business units across India (including remote locations).
- Provided support to customers on any asset(Desktop/Laptop/Data Center devices) related queries.
- Facilitated assistance in movement of assets at all locations.
- Handled stores and stores activity efficiently.
- Responsible to maintaining and documenting POs.
- E2E participated in scheduling Data Center Asset(incliding Desktop and Laptop) physical verification activity based on the client requirement.
- Experience of IT Asset De-bonding Activity as well as Migration Activity.
- Responsible for publishing Monthly / Quarterly Asset Dashboard to the client and IT leaders.
- Quarterly Signoff of IT Assets from all client and IT leaders.
- Responsible for monitoring Software Utilization from compliance point of view and Software License Mapping for all locations.
- Quarterly/Yearly Audit of assets randomly for client
- Responsible for 100% installation of IT Asset auto discovery agent on all assets.
- Administrator of Service Management Tool (ITSCM).
- Managed Service Management Tool (ITSCM) and E2E responsible for 100% productivity of Service Management tool.
- Automate and streamline existing manual processes by holding weekly calls with the team for asset discussions.
- Monthly Dashboard creation as backup for TL and sharing with Dell SDM.
Appnomic Systems Pvt Ltd.Pune
Helpdesk Coordinator
11.2008 - 10.2010
Job overview
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Managed a high level of call flow and responded to end users' technical support needs.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Researched product and issue resolution tactics to address customer concerns.
- Used ticketing systems to manage and process support actions and requests.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed help desk consisting of 1000 plus employees and conducted performance evaluations.
- Provided basic end-user troubleshooting and desktop support. Also, identified and solved technical issues using variety of diagnostic tools and tactics.
- Scheduled staff and delivered training materials and information.
- Activated accounts for clients interested in new services.
Education
Aishwarya College of Education, GJU UniversityHissar
MBA from HR
05.2008 - 06.2010
Aishwarya College of Education, MCRPV University Bhopal
PGDCA from Computational Science
06.2007 - 01.2008
Aishwarya College of Education, GJU UniversityHissar
BBA from Business Administration And Management
05.2003 - 07.2006
CBSE Board, Kendriya Vidhalaya No. 1 ArmyJodhpur
High School Diploma
05.2002 - 03.2003
CBSE Board, Kendriya Vidhalaya No.1 ArmyPune
Matric from NA
04.2000 - 03.2001
Skills
Service Management and Process Optimizationundefined
Certification
ITIL-V4 Foundation
Timeline
Service Management Assoc Manager
Accenture
01.2017 - Current
IT Operation Analyst
Accenture
04.2015 - 01.2017
IT Operation Analyst
Dell International
03.2011 - 04.2015
Helpdesk Coordinator
Appnomic Systems Pvt Ltd.
11.2008 - 10.2010
Aishwarya College of Education, GJU University
MBA from HR
05.2008 - 06.2010
Aishwarya College of Education, MCRPV University
PGDCA from Computational Science
06.2007 - 01.2008
Aishwarya College of Education, GJU University
BBA from Business Administration And Management
05.2003 - 07.2006
CBSE Board, Kendriya Vidhalaya No. 1 Army
High School Diploma
05.2002 - 03.2003
CBSE Board, Kendriya Vidhalaya No.1 Army
Matric from NA
04.2000 - 03.2001
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