Windows 7/ 10, Mac OS, MS office, M365, O365 Mac OS
Sushmita Maharana
Sr. Manager
Hyderabad
Summary
Professional Summary
Diligent & astute professional with 15+ years of rich experience in IT Service Management & Project Management. A multi-skilled individual adept at planning, directing and maintaining continuous operations in various departments. Implementing IT Service Management processes across team's function and IT services portal, in line with industry standards and best practices (ITIL/ITSM/Agile Price2 practitioner). Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities & with a clear vision to guide cohesive, high-performing teams.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
6
6
Certificates
4
4
Languages
Work History
Senior Manager, Global Service Desk - Projects
24-7 Intouch
Hyderabad
03.2022 - Current
- Leading a team of geographically dispersed resources to deliver L1 & L2 support on time.
- Supported in transitioning process to newer location
- Supervised operations of 24-hour customer service desk staffed by 100+ team members.
- Responsible to deliver technology projects on time and within budget for domain and geography for which they have the responsibility
- Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence within specific service line or function
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Implemented and developed operational standards, policies and procedures.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
- Developed and implemented enhancements to improve efficiency and productivity.
- Facilitated completion of deliveries and verified documentation.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Creates and manages operational plans for responsible areas. In addition, participate in IT Leadership in planning & managing strategic plans.
- Accountable for maintaining Service Level Agreements, outage & incident management practices including escalating and steering resolution of SLA compliance issues.
- Developed proposals and presentations for internal and external audiences.
- Develops processes and standards, adhering to industry best practices and promoting and ensuring compliance with those processes and standards for service delivery.
- Provides direction for processes for all activities including user and program on/off-boarding.
- Reviews survey feedback, evaluates SLA data, and drives deep ticket analysis to identify and implement improvement opportunities to include focus on FCR, FLR, decreasing ticket reopen rates, increasing efficiencies in ticket management, and reducing ticket closure time.
- Monitor & guide on data and KPIs. Also, performs trend reporting and identifies opportunities for continual customer experience enhancements.
- Ensures SOPs are organized & audit ready.
- Provide leadership, operational analysis, design, and consultation to internal business units in areas of business process improvement, systems implementation/improvement, data management, and reporting.
- Consult with management to analyze system needs for management information and functional operations, to determine scope and priorities of projects.
- Ensure that rapidly evolving technical opportunities are understood, planned, implemented, and strategically aligned within organization.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Recruit, develop, and manage analysts responsible for defining enhancements and support of 24-7Intouch applications.
IT MANAGER
Bank of America
Hyderabad
02.2018 - 03.2022
- Leading a team of Incident Managers responsible to manage all abandon/orphan incidents working alongside with GSD Teams managing over +5000 incidents monthly.
- Responsible for ensuring that team delivers exceptional customer experience that will result in increased business engagement and customer satisfaction.
- Manage business relationships with stake holders to guide and influence successful delivery of service in accordance with service level agreements/contracts/user experience/leadership guidance
- Meet with business and IT leaders to continuously improve customer experience through service desk
- Participate in infra projects and collaborate with the other IT teams.
- Monitor and evaluate KPI indicators, taking action to meet and maintain Service Desk goals, objectives, and SLAs.
- Ensure incidents levels and associated MTTR are continually being driven down via documentation creation within knowledge base, education/training of service desk representatives and/or process enhancements
- Oversight and participation in Problem & Change Management
- Conducting Gap analysis to help improve business efficiency
- Drive & motivate team to focus on process automation & risk identification & work towards mitigating it.
- Establish best practices through entire technical support process.
- Responsible for supervision of team, assigning duties, manage team conflicts and demonstrate quick and sound decision making capabilities to maintain a good team health.
- Provide regular feedback to team on quality, timeliness, customer impact and team. Coaching and mentoring on their individual career planning
- Responsible for hiring, coaching, performance reviews and offering constructive feedback including managing promotions, attrition.
- Participate in audits, process risk & compliance reviews, accountable for BCP activities for team
- Experience in SOX compliance or similarly managing internal process and compliance controls against defined IT processes
- Identify, report and mitigate transition risks, issues and critical barriers
- Drove operational improvements which resulted in savings and improved profit margins.
- Created plans and communicated deadlines to ensure projects were completed on time
Senior Service Desk Specialist
Parexel International Pvt Ltd.
Hyderabad
12.2014 - 01.2018
- Supervised Global service desk team based out of India and Argentina and responded on issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Managing P1/P2/P3 incidents queue and SLA breached service requests/incidents; working as an interface between customer/end-user and team regarding status of their incidents
- Engaged in user support interactions via telephone, chat and email platforms
- Ensure all support calls and service requests are logged and administered using appropriate service desk software (Remedy/AXIOS/JIRA) and working to any agreed Service Level Agreement
- Responsible to ensure Severity 1 & 2 SLA's are met. Ensure proper management of Sev1 & Sev2 queries/ monitoring.
- Acted as a point of contact and supporting other VIP members in organization.
- Triaged all P1 & P2 incidents between teams and worked on Major incidents.
- Work with business groups and technical teams to determine technical solutions required for implementation to user base.
- Coordinate cross department communications when required to assist in resolution of Incidents/ Problem/ Changes
- SPOC for sending out global outage communication for any Major Incident raised & Coordinating with departments and senior management on critical issues.
- Performed RCA and shared reports with leadership.
- Develop documentation for user community and other IT departments
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
Support Engineer I/SR Support Engineer II
Sonetel India PVT LTD
Hyderabad
02.2013 - 11.2014
- Guide/inform customers on how to use product and services
- Resolve customer questions and complaints on technical issues related to IP telephony, VOIP, SIP, networking equipment such as routers, switches
- Strong understanding and working knowledge of internet and technical concepts
- Responsible to handle escalated and complex technical support issues related to phone system such as call routing, voicemail setups, failed calls, third party VOIP phones and devices.
- Communicate problem fixes and updates
- Document all customer communication on email/voice/chat and progress status in customer relationship management(CRM)system
- Escalate problems to appropriate channels and follow up on resolutions
- Increase customer satisfaction and build loyalty by providing amazing, personalized customer support
- Identify potential gaps and problems in customer experience, feed customer inputs and suggestions for product and service improvements to relevant teams
- Help internally by sharing knowledge, contributing to blog posts, experimenting with new innovations and discussing best practices
Service Desk Specialist I/II
Parexel International Pvt Ltd
Hyderabad
11.2009 - 01.2013
- Provide first line of support on all IT related issues.
- Addresses and resolves basic incidents and requests; logs all incidents and requests; engage & triage incidents to appropriate teams for resolution if not in scope
- Provide first line investigation and diagnosis (possibly resolving quick fixes) & escalate if required
- Communication with PAREXEL users (keep users informed of progress, notifying them of changes or agreed outages)
- Help identify (along with metrics analysis) reoccurring issues and report to Senior IT Service Desk Specialist or above.
- Work with IT staff to ensure that SLA's are met.
- Work closely with Service Desk Manager to assist with standardization and documentation of daily tasks.
- Assist with system upgrades and moves including ITAM projects
- Assist other IT groups with day to day operational support activities.
- Provide support to hardware, software or application deployment efforts.
- Perform PC & application support tasks as required.
- Update CMDB (only as specified)
- Developed team communications and information for meetings
Senior Technical Support Expert
Dell International
Hyderabad
09.2008 - 10.2009
- Provided tier1 remote technical support to US users on all Dimension & XPS laptops & desktops including printers, network & phone systems across 24/7
- Identifying hardware and software solutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supported in installation of software, service packs, patches, anti-virus updates for all Dimension & XPS .
- Supporting roll-out of new applications.
- Maintain working log detailed all required system updates, as well as date of completion
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Guided technicians on part replacements
Process Associate
Genpact
Hyderabad
12.2006 - 08.2008
- Interacted with B2B customers to obtain payment related information. Resolve invoice queries such as – disputes, billing errors, backups, reconcile accounts.
- Acted as an SME & SPOC for escalation across Canada region for all accounts payables
- Reporting high risk accounts to the District – Involves reporting the top 25 and Top4 accounts with the highest risk to the local offices in US and following up with the local office in order to get the high risk accounts to normal status.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Developed SOPs and document workflows
Education
MBA - Business Administration And Management
Sikkim Manipal
Sikkim Manipal University 07.2006 - 08.2008
Skills
ITIL Implementation -Transition & Transformation
Strategic & Risk mitigation planning
Customer service management
Analytical and Critical Thinking & Excellent Communication
Problem-Solving & Decision Making
Teamwork and Collaboration
Requirements analysis , Documentation and reporting
Capacity management
Project Management
Leadership
Cross-functional collaboration
Certification
ISO 27001 Lead Auditor –ISMS (Information Security Management Services)
Accomplishments
- Played an integral role in setting up the service desk process Participated in establishing the end to end process in India.
- Successfully managed the Software license Project and achieved the project schedule goals.
- Supported the desktop teams in windows 10 & Microsoft 365 migration.
- As a part of operational excellence. Completed 2 employee save for the year
- Managing all critical/major incidents & service requests & supervising critical incidents from inception to closure within SLA & OLA
- Performing impact analysis to determine the severity of an incident; developing incident report on major incidents
Software
Active directory, MS exchange, Lotus Notes , Citrix, Horizon, VMWare
Webex, Avaya, Cisco IP phones, VOIP services
LAN, servers and desktops support
ServiceNow, JIRA, Remedy Axios, Confluence, Smartsheet, MS Project , salesforce
TIME, LMS, MS projects, Gsuite, smart sheets
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Manager, Global Service Desk - Projects
24-7 Intouch
03.2022 - Current
IT MANAGER
Bank of America
02.2018 - 03.2022
Senior Service Desk Specialist
Parexel International Pvt Ltd.
12.2014 - 01.2018
Support Engineer I/SR Support Engineer II
Sonetel India PVT LTD
02.2013 - 11.2014
Service Desk Specialist I/II
Parexel International Pvt Ltd
11.2009 - 01.2013
Senior Technical Support Expert
Dell International
09.2008 - 10.2009
Process Associate
Genpact
12.2006 - 08.2008
MBA - Business Administration And Management
Sikkim Manipal
07.2006 - 08.2008