Sheetal D
Assistant Manager - Print Services
Bangalore
Summary
To work in a stimulating and challenging environment that would facilitate the maximum utilization and application of my broad skills and expertise in making a positive difference to the organization.
Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling, and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Accomplished Assistant Manager with in-depth experience consistently rising through ranks. Well-versed in sales, personnel management, accounting and inventory management. Dedicated to complete knowledge of company products and services for optimized customer service.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Assistant Manager
Hindustan Unilever Limited
01.2022 - Current
- Demonstrate strong end-to-end service accountability for Global Print Services across the APAC and ME regions, ensuring consistent service delivery aligned with global standards and regional business needs.
- Proactively monitors contract lifecycle activities, including Print refresh programs and Cloud migration initiatives, ensuring timely planning, compliance, and minimal service disrupt.
- Leads vendor analysis and market research, driving informed supplier selection through structured negotiation and effective management of the end-to-end contract process.
- Maintains regular governance and operational connects with vendors, proactively identifying risks, raising early warnings, and driving escalations to ensure continuity of service.
- Establishes and strengthens policies, procedures, and operational frameworks to enhance process maturity and deliver measurable cost optimization and efficiency benefits.
- Effectively manages contractual change requests, balancing supplier capabilities with local regulatory, legal, and business requirements across multiple geographies.
- Owns service performance monitoring, defining KPIs, tracking service levels, managing risks and issues, and ensuring corrective actions are implemented in a timely manner.
- Acts as a primary escalation point for both client and supplier, resolving complex issues, handling exceptions, and ensuring accountability during service failures.
- Leads the identification, prioritization, and resolution of service deficiencies, ensuring minimal business impact and long-term service stabilization.
- Serves as a subject matter authority for the service, providing guidance and decision-making support where required by process governance.
- Ensures timely, accurate, and transparent performance reporting, conducting preliminary root cause analysis for service issues and tracking corrective actions through to closure.
- Conducts monthly and periodic service performance reviews at global, regional, and country levels; continuously refines services by incorporating local market feedback.
- Facilitates structured supplier and client performance reviews, holding all parties accountable for their responsibilities and reinforcing a culture of shared ownership.
- Identifies and drives continuous improvement initiatives, delivering service quality enhancement and cost efficiencies from service providers.
- Tracks and manages issues requiring internal remediation, collaborating closely with internal stakeholders and service providers to resolve operational challenges and escalating unresolved risks appropriately.
- Analyzes service trends and performance data, implementing corrective and preventive actions in collaboration with suppliers to improve long-term service outcomes.
- Accountable for people management responsibilities, including performance appraisal, capability development, succession planning, and manpower planning in line with Unilever’s organizational and talent strategy.
- Work Profile
Assistant Vice President
Wells Fargo International Solutions Private Limited
07.2019 - 01.2022
- Techno-Functional Professional with 8+ years of experience in Banking, Insurance and Financial Services Domain.
- Well versed with current ITIL Service Operation models and associated priorities in the purview of Software Service Management.
- Providing ultimate ownership and responsibility for all the Incidents, Problem and changes.
- Client Relationship Stakeholder & Vendor Management.
- Being a single point of contact for a critical service model and holding complete Accountability.
- Fully responsible for Day-2 BAU support in terms of Incident Management, Problem Management, Change management, Release and Configuration Management.
- Business Continuity Planning in terms of recovery of the Infrastructure/Application within specified RTO and RPO as part of Disaster Recovery.
- Act as a Liaison between Technology and Business Partners for Defect Triage Process based on reports from Digital Operations.
- Driving CAB calls and Service Review call as part of solution driving model.
- Handled multiple DNS project for Commission, decommission and Re-Branding of multiple Firms/Products within Organization.
- Complete ownership on Emergency change management to adhere the organizational compliance.
- Project Planning, Executing, Operation and Maintenance, Work with key stakeholders to support, implement and maintain the overall systems.
- Tools Used: App dynamics, Splunk, BSM, ServiceNow Pac2000, Autosys, DMA.
- E-Brokerage Internet & Intranet Group of application (Technology Specialist, WellsFargo)
- Tier-1 web-based application used for various Wealth & Investment management activities of the Customers where they place Trading using Desktop, Mobile & Tablet.
SW/Application Tech Support Analyst
Accenture Solutions Private Limited
08.2017 - 07.2019
- Providing ultimate ownership and responsibility for all Severity 1 Incidents.
- Expertise in navigating and work effectively across a complex organization that is geographically dispersed.
- Identifying problems and collaborate with others to propose solutions to solve them.
- Azure administration knowledge and Active directory users profile & Domain management.
- Intune Service administration experience for RBAC, Device configuration & Domain Management.
- Enterprise Problem Manager: Assisting IT teams with Problem Management Process. Leading PIR meetings for all Critical Priority Problem Records/Incidents and for any recommended High and Medium Problem Records/Incidents. Act as the point for effective control over coordination, communication, escalation, and follow up.
- Ability in generating the Root cause analysis for the Critical incidents.
- Understanding of infrastructure technologies (Azure Cloud, Intel/Unix, Servers, Middleware, Email and Messaging Services, Storage, Windows, Backup and Networking (Routing & switching, Voice and Video Etc).
- Single point of contact for guidelines and execution of Emergency Change management within the Business Unit.
- Conducting and Driving CAB (Change Advisory Board) meetings.
- Involvement in weekly/monthly events such as patching and releases.
- Development to the customer’s changing business requirements while maximizing value and reducing incidents, disruption and re-work.
- Shift Lead
Critical Incident Manager
IBM
03.2017 - 08.2017
- Providing ultimate ownership and responsibility for all Severity 1 Incidents.
- Expertise in navigating and work effectively across a complex organization that is geographically dispersed.
- Identifying problems and collaborate with others to propose solutions to solve them.
- Worked for L3 service operation in production which is operating on 9
- 5 shift model.
- Support analyst for analyzing the root cause and providing the fix to the issue through deployments under Incident, Change and Problem management.
- Providing after support for development releases and infrastructure upgrades and on-calls.
- Identification and Deployments of Service Improvements for the application.
- Representative in major activities like DR and End-to-End payment reconciliation during Major Red incidents.
- Played coordination role with application vendors, multiple stakeholders and geographically distributed teams for change notification of application related changes as part of release management.
- Worked on tools like Introscope, Splunk, Informatica, HPSA, ServiceNow.
Senior Associate & Shift Lead
AXA Technology Shared Services India (Pvt) Ltd
06.2013 - 03.2017
- Expertise in navigating and work effectively across a complex organization that is geographically dispersed.
- Identifying problems and collaborate with others to propose solutions to solve them.
- End to end Service delivery starting from Costing, Requirement, Purchase order, Unit installation, Business as Usual (BAU) support.
- End to End Certification of Telepresence devices to fit the best of Company standards.
- Azure administration knowledge and Active directory users profile & Domain management.
- Experience in Cloud video conferencing solution through Blue Jeans, Polycom Real Connect & Various other Cisco Models. It further integrated with other video collaborative solutions such as Polycom, Tandberg, Jabber, Skype & MS teams.
- Intune Service administration experience for RBAC, Device configuration & Domain Management.
- Experience in CTS Manager, Jabber and TPS.
Education
MBA - Information Technology
Sikkim Manipal University
BCA - Computer Application
St. Anne’s Degree College
BangaloreP.U.C - PCMC in Computers
Indra Nagar Composite PU College
S.S.L.C - undefined
Tharuna Bharathi English School
Skills
Operations management
Team leadership
Employee performance evaluations
Cost reduction
Accomplishments
- Star Award in April’15 - In recognition of creating the Global Video User process document for the Video collaboration solutions.
- Monthly Award in July’15 - In recognition of successful execution of C-SAT project. The objective is focused towards “Customer Delight”.
- Monthly Award in July’16 - In recognition of streamlining the BlueJeans process from the pilot phase.
- Wells Fargo Championship in 2020(Living our values) for Contribution towards Delivery Excellence and outstanding Leadership Capabilities.
- Awarded with Leads with Distinction & Works collaboratively multiple times in 2020 -21.
- Conducted regular training on ‘Incident & Change management’ for more than 50 participants.
- Contribution to streamlining the BlueJeans & Jamvee service in the organization as an Add on Project.
- Contribution in ServiceNow Transition within the Business unit.
Certification
ITIL V3 Foundation, CISCO Voice & Video collaboration, Cisco Routing & Switching, Microsoft Azure Fundamentals
Disclaimer
Signature: Sheetal
Timeline
Assistant Manager
Hindustan Unilever Limited
01.2022 - Current
Assistant Vice President
Wells Fargo International Solutions Private Limited
07.2019 - 01.2022
SW/Application Tech Support Analyst
Accenture Solutions Private Limited
08.2017 - 07.2019
Critical Incident Manager
IBM
03.2017 - 08.2017
Senior Associate & Shift Lead
AXA Technology Shared Services India (Pvt) Ltd
06.2013 - 03.2017
BCA - Computer Application
St. Anne’s Degree College
P.U.C - PCMC in Computers
Indra Nagar Composite PU College
S.S.L.C - undefined
Tharuna Bharathi English School
MBA - Information Technology
Sikkim Manipal University