Rishavapriya Das
Pune
Summary
Focused Project Manager adept at planning, directing and maintaining continuous operations in various departments. Experienced in directing manufacturing employees and keeping efficient production in accordance with quality standards. Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance.
Overview
13
13
years of professional experience
Work History
Problem Manager
Atos Global IT Solutions And Services
Pune
02.2024 - Current
- Reduced incident recurrence rates through thorough root cause analysis and process improvement initiatives.
- Streamlined communication between various departments, resulting in faster issue resolution and improved customer satisfaction.
- Collaborated with cross-functional teams to identify trends in incidents and formulate proactive strategies to prevent future occurrences.
- Facilitated regular meetings with IT service teams to discuss ongoing incidents and coordinate efforts towards effective resolutions.
Major Incident Management Lead
- Managing all Incidents, MIM, Change & Problem Management Teams along with Service Operations with customer
- Leading a large group of members to ensure optimum resource utilization
- Nurturing and governing People & Process for both Internal Atos & Customer with end-to-end support of the Lifecycle of all incidents.
Account Delivery Head
- Focus on customer requirements for seamless operations
- Key role which brings together all Run Delivery services and activities to the Account and the Customer
- Led project teams, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets.
Project Manager & Service Operation Manager
- Reviewing Scope of Work/Executive Process Documents and implementing the best practices at incorporating the customer requirements for seamless operations (IM, PM &CM)
- Coordinating different towers (App support/infrastructure) to understand the challenges and try to bridge the process gaps
- Presentations of Weekly, Monthly and Quarterly basis to internal and client management.
Service Desk Manager
- To lead and manage resources and ensure optimum resource utilization with high customer satisfaction
- Responsible for end-to-end resolution to the client
- Leave management, cordial, and amicable environment at work.
Reverse Transition Manager: Energy and Utility
- Been part of all tower transition calls with our Onsite Transition Manager
- Helped in maintaining all Service Design Documents provided from the project and handing it over by following all Wipro policies and guidelines
- Took responsibility in monitoring of all communications and implementations in the overall direction and management to Manage the governance of the life cycle of changes and make sure that only authorized changes are implemented
- Carrying out best and effective customer communication strategies throughout the entire Project.
Service Desk Manager + Incident Manager
04.2011 - 10.2018
- Always worked towards continuous service improvement of process and procedures
- Produce proactive reports, trending analysis, service level: reporting, process consultation and application of ITIL best practice
- Directly involved in Incident Management, Problem Management, Asset management and I TIL process consultation for the clients worked for
- Co-ordinate between support provider groups for incidents requiring multi-vendor engagement
- Have a professional experience in different domains like Operations, Service Desk Manager, Incident & Request Management, Procurement and Asset Management, Change Management, Problem Management, EUC, UAM, Process Improvement, Client Relationship Management, Knowledge Transition
- Involvement in all Major Incident Management issues — Forming HPI, CPI & Customer Connect
- Joining CAG Calls with the Change Manager and involving in Major Changes
- Collaborating with suppliers and Client to drive RCAs for Problem Tickets
- Also ensuring it to be uploaded in KEDB
- Being a Service Desk Manager, I had been providing all help to Knowledge Manager to upload Articles post proof reading and approval from clients
- I was also a part of a Transition Process in the same Project
- Experienced in managing low, medium, high and critical-severity incidents across the entire incident lifecycle in accordance with availability, resolution and restoration SLA's
- Proficiently took all responsibilities of the Offshore Team in physical absence of Project Manager and ADH.
Education
Skills
- Completed SIAM Foundation in 2022
- Completed certification on ITIL V3 Foundation
- Certified Green Belt Six Sigma
- Completed Agile Training
Accomplishments
Received Accolades from Customer and Atos simultaneously.
Languages
English, Hindi, Bengali
Personal Information
- Passport Number: Yes
- Date of Birth: 01/29/89
- Gender: Female
- Nationality: Indian
- Marital Status: Single
Timeline
Problem Manager
Atos Global IT Solutions And Services
02.2024 - Current
Service Desk Manager + Incident Manager
04.2011 - 10.2018