Shruthi S

SMG Change & Incident Lead : Capgemini Technology Services India Ltd - Bangalore

Client : Hexion & Carnival

Implementing process improvements within IT areas. Coordinated , developed and implemented for Change , Incident & Service Request process.

• Provided instruction on the implementation of ITIL processes related to change and incident management.
• Verified records for adherence to completion and compliance standards of Change, Incident, and Service Request processes.
• Generated detailed reports to analyze the performance of Change, Incident, and Service Request processes.
• Developed documentation for the Change & Incident management process in IT and non-IT sectors.
• Led CAB and TAB meetings for Infrastructure and SAP changes.
• Ensured incidents, change requests, and service requests were handled and driven within defined metrics including SLA, backlogs, and internal quality ticket audit.
• Analyzed and adapted workflows to meet evolving needs.
• Worked in Servicenow platform

Company: Vodafone India Shared Services Pvt Limited

Client : Vodafone Italy Internal Support

Change Management:

• Actively participated in the CAB Meetings.
• Gained support team approval for DP Plans upon request.
• Facilitated effective communication and coordination between application teams and customers.
• Reviewed changes for success and failure.
• Managed the coordination of changes, testing, and implementation.
• Updating the logs in the remedy.
• Part of all technical and commercial releases, bridging experiences across teams.
• Collaborated effectively with canvas teams and application teams to ensure smooth release of all projects.
• Managed over 1500 changes and successfully executed more than 100 special and commercial releases with precision.
• Monitored alarms during work experience.
• Worked on ITSM remedy.

Incident Management:

• Handled Incident Management for SD-Italy in Vodafone.
• Managed P1 Calls, detected high-impact and time-sensitive incidents, and spearheaded the resolution of critical incidents with minimal disruption to operations.
• Organized bridge calls and involved appropriate stakeholders to efficiently troubleshoot and minimize disruptions.
• Analyzed incident severity and implemented appropriate resolutions.
• Produced detailed incident reports for both high-priority incidents.
• Coordinating and leading bridge calls for resolving critical P1 incidents
• Contributed significantly to improving TTCs through effective communication with both customers and senior management at Vodafone.
• Gathered major incident information across domains and communicated promptly to stakeholders, ensuring efficient operations and preventing escalations.
• Prepared and communicated trend and routine reports on major incidents for all customers.
• Prepared monthly, weekly, and daily reports based on MI raised.
• Accountability in handing incidents and service requests.
• Contributed to the management of major incidents.
• Experience in monitoring alarms.