Swagatika Pattanaik
Bangalore
Summary
Highly motivated and experienced professional with 10+ years in service management. Demonstrated expertise in leading diverse teams to exceed project goals and enhance operational efficiency. Adept at resolving customer complaints, managing service delivery processes, and facilitating effective team and cross-departmental communication. Proven track record in policy creation, staff training, and performance management.
Overview
15
15
years of professional experience
Work History
Senior Engineer
Wissen Infotech
09.2024 - Current
- Agent Training & Team Handling
- Develop and implement training programs for service desk staff, ensure team members are equipped with the necessary skills and knowledge to perform their roles effectively
- Lead, mentor, and manage a team of service desk analysts and technicians
- Supporting team members issues with Azure Admin Center and MS Entra ID working on the same if they are not able to resolve i.e
- Account creation, password reset
- Manual installation
- Ensure timely & effective end-user support
- Conduct performance trainings & provide coaching
- Compliance Monitoring
- Track & manage service desk performance (SLAs, KPIs)
- Oversee incident management & resolution processes
- Continuous Process Improvement
- Coordinate with IT teams for issue resolution & prevention
- Conduct root cause analysis & implement corrective actions
- Maintain SOPs & knowledge base using ITIL best practices
- Escalation Management & Customer Service
- Handle escalations & customer complaints
- Conduct satisfaction surveys & implement improvements
- Manage service desk resources & budget
- Reporting & Presentations
- Provide key updates to senior management
- Strengthen customer relationships & identify business opportunities.
Senior Engineer
ITIL Expert, TCS
06.2024 - 09.2024
- Diverse Lynx Payroll
- ITIL Implementation
- Led the implementation and governance of ITIL processes (Incident, Problem, Change, Service Request, Asset, and Configuration Management)
- Led ITSM initiatives, optimizing processes and improving service delivery
- Monitor and analyse ITSM metrics to drive service improvements and operational excellence
- Drive continual service improvement (CSI) initiatives to enhance IT processes
- Oversee service delivery, ensuring SLAs, KPIs, and compliance requirements are met
- Managed major incidents, reducing resolution time and enhancing service availability
- Developed and implemented ITIL-aligned frameworks, increasing process adherence and automation
- Collaborated with cross-functional teams to drive continuous service improvements.
Support Lead
Navigator Systems Private LTD
11.2023 - 06.2024
- Team Handling and Customer Service Management
- Developed ITSM policies, procedures, and performance reports based on customer requirements
- Led a customer support team, optimizing service processes and cross-departmental collaboration
- Maintained CSAT reports through monthly customer satisfaction surveys
- Handled backend procurement tasks, including PO issuance, vendor follow-ups, and invoice processing
- Assisted the invoice process team with documentation and defect replacement status
- Coordinated with accounts for advance payments and vendor outstanding clearance
- Managed spare planning tracker, including price comparison, restocking, and analytics for management
- Collaborate with procurement and finance teams for asset and vendor management.
Service Desk Analyst| ITIL Analyst
Zones Corporates
02.2022 - 11.2022
- Provided technical guidance to Level 1 & 2 teams and collaborated with Level 3 for solutions
- Assigned and resolved client incidents within SLA timelines
- Managed IT asset lifecycle, including procurement, disposal, and compliance
- Prepared and shared weekly reports with management
- Supported home users with network, Citrix, VPN, and virtual technologies
- Provided remote support for Apple, Windows, and Chromebook devices, escalating as needed.
Business Planning Analyst
DXC Technology
03.2016 - 09.2017
- Support ITIL tool implementation and configuration for improved service management
- Assist in IT procurement processes, including new hires, replacements, and asset disposal
- Maintain documentation of ITSM processes, policies, and service improvement plans
- Analyse service performance metrics and generate reports for process improvement
- Monitor and support ITIL processes, including Incident, Problem, Change, and Service Request Management
- Ensure IT assets are tracked, maintained, and managed throughout their lifecycle.
Associate Engineer | Quality Analyst
Atos
11.2009 - 03.2016
- Quality Assurance – Atos
- Managed ticketing & incident documentation in ServiceNow, ensuring SLA adherence & RCA execution
- Audited ITIL processes, project documentation, tools, and methodologies, preparing detailed reports
- Ensured compliance with project standards, providing feedback & monitoring agent performance
- Created dashboards & reports for management review meetings
- Data Administration & Asset Management (SPOC)
- Resolved customer queries via email, chat, and phone within SLA
- Managed IT asset data in HP Asset Management, tracking hardware, software, and licenses
- Coordinated asset handovers with procurement & stores teams
- Monitored asset utilization, implemented tracking procedures, and managed inventory & disposal
- Provided asset handling training & maintained historical asset records for future use.
Education
MBA - Business Analytics
Liverpool Business School
01.2024
BBA -
Berhampur University
01.2009
<ul><li>ITIL V3 Certified</li><li>Six Sigma White Belt</li></ul> -
Skills
- ITIL Framework & Best Practices
- ITSM Process Design & Optimization
- Incident, Problem & Change Management
- Service Transition & Operations
- Continuous Improvement & Automation
- SLA/KPI Management
- Stakeholder & Vendor Management
- Languages Known
- Hindi Expert
- English Expert
- Bengali Intermediate
- Kannada Intermediate
Timeline
Senior Engineer
Wissen Infotech
09.2024 - Current
Senior Engineer
ITIL Expert, TCS
06.2024 - 09.2024
Support Lead
Navigator Systems Private LTD
11.2023 - 06.2024
Service Desk Analyst| ITIL Analyst
Zones Corporates
02.2022 - 11.2022
Business Planning Analyst
DXC Technology
03.2016 - 09.2017
Associate Engineer | Quality Analyst
Atos
11.2009 - 03.2016
MBA - Business Analytics
Liverpool Business School
BBA -
Berhampur University
<ul><li>ITIL V3 Certified</li><li>Six Sigma White Belt</li></ul> -
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