Swapna Sasidharan
Change Management Analyst
Bangalore
Summary
Accomplished IT Service Management professional with over 15 years of experience in global enterprises, including Dell, DXC, and Microsoft. Proven expertise in Change Management, ITIL-based process implementation, ServiceNow administration, and fostering cross-functional stakeholder collaboration. Skilled in managing large-scale infrastructure changes while minimizing downtime and driving continuous improvement initiatives. Holds certifications in ITIL, Azure Fundamentals, and Scrum, consistently delivering SLA-driven support in dynamic environments.
As professional advisor, deeply committed to delivering actionable insights and fostering collaborative environments. Extensive experience in strategic planning and conflict resolution ensures impactful contributions to team success. Known for adaptability and results-driven approach, excelling in problem-solving and relationship management.
Overview
18
18
years of professional experience
8
8
Certifications
Work History
Advisor Infrastructure Services
DELL Technologies (through TrueBlue LLP)
06.2024 - Current
- Leading change management initiatives aligned with ITIL standards, ensuring seamless implementation of infrastructure updates with minimal service disruption.
- Facilitating CAB meetings, assessing risk and impact, and securing stakeholder approvals for complex change requests.
- Managing full lifecycle of standard, major, and emergency changes in ServiceNow, ensuring audit-ready documentation.
- Conducting impact assessments for infrastructure, applications, and platform changes to ensure business continuity and regulatory compliance.
Associate Manager Storage Administration
DXC Technology
01.2019 - 01.2024
- Coordinated 500+ change implementations annually, ensuring 98%+ change success rate with zero SLA breaches.
- Acted as SME for Storage Backup/Recovery (EMC Avamar, Data Domain, Networker), supporting infrastructure change assessments.
- Drove adoption of change process automation and improved audit compliance through rigorous change record reviews in ServiceNow.
- Collaborated with global teams to validate change plans, conduct risk assessments, and improve incident response procedures.
Support Engineer (Springboard Intern)
Microsoft Corporation
05.2019 - 09.2019
- Provided L2/L3 support for Azure Backup, Azure Migrate, VM restore and re-protect operations across Windows/Linux platforms.
- Engaged with enterprise clients to troubleshoot critical IaaS issues and reduced issue resolution time by 25%.
- Contributed to technical documentation and feature feedback to the Azure Product Group.
- Managed escalation queues, analyzed issue trends, and provided weekly status reports to senior management.
System Analyst Grade -3
Atos India Private Limited
01.2014 - 01.2015
- Supported backup operations using EMC Avamar and Networker; ensured timely resolution of critical restore requests.
- Participated in CAB reviews for infrastructure changes and advised on backup strategy impact.
- Mentored junior analysts on process adherence and incident handling protocols.
Associate Delivery Specialist -I
EMC Data Storage Systems [India] Private Limited
01.2011 - 01.2014
- Delivered L1 support for global EMC backup operations; resolved 95% of incidents within SLA.
- Created SOPs and technical manuals to onboard new team members and improve service consistency.
- Regular participant in CAB forums, contributing technical insights to proposed change implementations.
Technical Support Analyst
Keane International (India) Limited [Now NTT Data]
01.2009 - 01.2010
- Managed RFB checks and incident routing for critical business applications.
- Owned team scheduling, leave management, and coordination with SDMs for high-severity issues.
- Trained new hires and improved support workflow documentation.
Helpdesk Coordinator
Micro Land Limited (through Team Lease)
01.2008 - 01.2009
- Logged, prioritized, and routed IT incidents from end users; maintained audit reports for compliance.
- Handled vendor coordination and supported IT security with incident and performance reporting.
Education
MSc - Computer Science
Amrita Vishwa Vidyapeetham
Coimbatore, Tamil Nadu01.2007
BSc - Computer Science
Kannur University
Kannur, Kerala01.2005
Skills
Core skills
Certification
ITIL 4 Foundation | Certified Scrum Master (CSM) | Azure Fundamentals (AZ-900)
Timeline
Advisor Infrastructure Services
DELL Technologies (through TrueBlue LLP)
06.2024 - Current
Support Engineer (Springboard Intern)
Microsoft Corporation
05.2019 - 09.2019
Associate Manager Storage Administration
DXC Technology
01.2019 - 01.2024
System Analyst Grade -3
Atos India Private Limited
01.2014 - 01.2015
Associate Delivery Specialist -I
EMC Data Storage Systems [India] Private Limited
01.2011 - 01.2014
Technical Support Analyst
Keane International (India) Limited [Now NTT Data]
01.2009 - 01.2010
Helpdesk Coordinator
Micro Land Limited (through Team Lease)
01.2008 - 01.2009
BSc - Computer Science
Kannur University
MSc - Computer Science
Amrita Vishwa Vidyapeetham
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