Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Smitha Thomas

Bangalore

Summary

Local Ops & Partner Operational Specialist with a proven track record at Alstom, adept in stakeholder management and ITIL processes. Excelled in reducing incident volumes and enhancing operational efficiency through strategic project management and effective communication. Skilled in SLA management and ServiceNow, showcasing a blend of technical expertise and interpersonal skills. Effective communicator with Strong analytical and problem solving abilities. Experienced Partner with background in strategic planning, business growth, and team leadership. Showcased ability to drive success through operational efficiencies and process improvements.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Local Ops & Partner Operational Specialist

Alstom
Bangalore
01.2022 - Current
  • Analyzing incoming incident volumes to identify reduction opportunities.
  • Facilitated regional partner engagement through consistent daily communication with the Service Manager.
  • Executed small projects within the team
  • Developed and maintained project plans and timelines.
  • Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
  • Identified risks associated with each project and developed strategies for mitigating those risks.
  • Ensured compliance with applicable laws, regulations, policies and procedures throughout the life cycle of each project.
  • Coordinated and led governance meetings at regional and central levels, enhancing operational alignment and accountability.
  • Be the guardian at the regional level of the central processes for local operations, be part of all projects that need LocalOps participation, and coordinate with the central teams for capacity planning management.
  • Facilitated resolution of conflicts between team members when necessary.
  • Managing all local operational activities for the Europe region independently.
  • Negotiated contracts between partners or vendors in order to obtain favorable terms for the company.
  • Maintained relationships with key stakeholders, clients, and customers to ensure satisfaction with services provided.

Service Level Manager

Alstom
Bangalore
06.2017 - Current
  • Collaborated with stakeholders to develop new service levels as needed.
  • Involved in contract managemet for Business Solutions (Accenture and Infosys)
  • Publishing monthly, weekly, and daily reports for different partners, and handling governance calls with stakeholders for performance improvements.
  • Publishing OLA reports and service credit files for partners on a regular basis.
  • ServiceNow report creation, testing, OLA/SLA clean up activities, provide insights to higher managements for MCM meetings, preparations of KPI report
  • Facilitated cross-functional team collaboration to enhance service levels.

Production Support Engineer

Wipro Technologies
Bangalore
06.2011 - 04.2019
  • Served as the single point of contact for multiple web and desktop applications, troubleshooting high-priority incidents and ensuring resolution within key SLAs.
  • SPOC for multiple web and desktop applications, troubleshoot all high-priority incidents, and drive the team to resolve issues within key SLAs; client interaction management and team management are some additional responsibilities handled.
  • Maintenance of UNIX Servers (Application servers) on scheduled basis and knowledge on basic unix commands, checking logs, restarting unix servers.
  • Providing post deployment support for upgrades / changes / enhancements done on production Environment for JAVA web applications
  • Creating and publishing of Continuous Service Improvement(CSI) plans for business

Education

Bachelor of Science - Computer Science

Christ University
Bangalore
05-2011

PUC - Science

Christ Junior College
Bangalore
05-2008

10th Grade -

Christ School
Bangalore
05-2006

Skills

  • Stakeholder management
  • Document management
  • Presentations
  • Processes and procedures
  • ITIL process
  • Project tracking
  • Propose governance models for performance improvement
  • Prepare SLA/OLA reports and service credits for the partners and provide analysis/insights on the performances
  • Knowledge of basic Excel formulas, hands-on experience with the ServiceNow tool, and a few other ticketing tools
  • Basic UNIX deploy commands, checking application logs, and incidents troubleshooting
  • Monitoring of application servers
  • Change control processes

Certification

  • ITIL certified

Languages

English
First Language
kannada
Proficient (C2)
C2
Malayalam
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Tamil
Advanced (C1)
C1

Timeline

Local Ops & Partner Operational Specialist

Alstom
01.2022 - Current

Service Level Manager

Alstom
06.2017 - Current

Production Support Engineer

Wipro Technologies
06.2011 - 04.2019

Bachelor of Science - Computer Science

Christ University

PUC - Science

Christ Junior College

10th Grade -

Christ School

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Smitha Thomas