Sachi Mishra
Service Introduction Consultant
Bengaluru
Summary
IT professional with 10+ years of experience in IT Service management, people management, tool integration, IT Operations management, Automation,and Client relationship. Objective is to achieve operational excellence and continuous improvement though innovation, automation, process and cost optimization and people management.
Overview
10
10
years of professional experience
2014
2014
years of post-secondary education
2
2
Languages
Work History
Service Introduction Consultant
Birlasoft Ltd
06.2023 - Current
- Led service launches for new projects, serving as the primary contact and guiding project managers to ensure smoothe implementation and sucessful delivery.
- Developed detailed project plans, including scope, timelines, and milestones, utilizing tools like Clarity PPM, Service Catalogue, Service Now and Project Portfolio Management for effective tracking.
- Facilitated collaboration with stakeholders, support, and development teams to validate objectives, manage scope changes, and ensure alignment with organizational goals.
- Implemented ITSM controls across key systems, ensuring compliance with ITIL standards and enhancing service governance.
- Delivered targeted training for service owners and operational teams, empowering effective service management.
- Designed & maintained detailed process documentation, playbooks, and training materials, standardizing procedures to enhance operational efficiency and knowledge transfer.
- Facilitated regular project status meetings and executive updates, providing stakeholders with accurate visibility and mitigating risks to meet deadlines and quality standards.
- Conducted post-go-live review meetings between support and development teams, addressing issues encountered during the go-live period.
- Prepared project status reports for stakeholders to provode visibility on various stages of the project and ensure corrective measures are taken to meet project deadlines.
- Managed global projects, ensuring delivery within scope, schedule, and quality constraints, applying Agile, Scrum, and Waterfall methodologies.
- Coordinated with service owners to ensure adherence to transition processes, fostering consistency in service delivery.
Associate Manager – ITSM - EUC (HCL GIT Service Desk)
HCL TECHNOLOGIES
03.2017 - 06.2023
- Managing & Governing SD Team of 25+ Resource for HCL Technologies.
- Transition of ticketing tool from Remedy to Service Xchange (in house application)
- Deep depth Data Analysis
- Performed root cause analysis of reported issues to decisively discern and enact corrections
- Creation of Knowledge management for SD Operations
- Escalation Management & VVIP User Support
- Training & Onboarding of New joiners
- Finding resolutions for top call drivers and sharing with team
- Setup CSI framework and processes improvement through evaluation of reports, Automations across IT practices.
- Setup framework for Quality management system across multiple processes
- People Management
- Leadership Review
Senior Associate (Credit Suisse)
WIPRO
06.2015 - 03.2017
- Handled client escalation as an Escalation manger
- Additional responsibility taking Training Sessions
- Worked as floor walker assisting in Transitions and Operations
- Client management and interactions
- Deep depth Data Analysis
- Major Projects:
Education
Bachelor of Technology - Electrical & Electronics
UPTU
08-2014
ITIL V3 Foundation -
Peoplecert
Skills
- Delivering results by leading global teams and multiple Projects
- IT Service Management
- Process design/ re-engineering/ Documentation
- Operational Excellence
- Execution of Continuous Service Improvement Projects in IT and Business process
- Client Management and satisfaction
- SLA management
- Customer Service – End /user computing Service Design and Transition
- Multiple tool Integration and tool implementation in Business Process
- Project Management
- Process Optimization and improvements
- ITIL Process/Process Management
- Change Management, Change Management, Problem Management
- Quality Management System
- Catalogue Management
- Process Documentation – Visio
Interests
Service Delivery, IT Operation Management, Service Design & Service transition, IT Process Design & engineering, Process Optimization & improvement, Travels & Reading
Accomplishments
- Best Performer Award for 5 continuous Years
- Awarded Rewards & Recognition’22 for the exquisite performance
- Recognized for setting up KMDB
- Recognized for transforming SD operation
Disclaimer
I am confident enough of my ability to work in a team or independently, I hereby solemnly affirm that the information provided to me is true to the best of my Knowledge.
Timeline
Service Introduction Consultant
Birlasoft Ltd
06.2023 - Current
Associate Manager – ITSM - EUC (HCL GIT Service Desk)
HCL TECHNOLOGIES
03.2017 - 06.2023
Senior Associate (Credit Suisse)
WIPRO
06.2015 - 03.2017
Bachelor of Technology - Electrical & Electronics
UPTU
ITIL V3 Foundation -
Peoplecert
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