SWATHI H
BANGALORE
Summary
- A Service Management professional with around 8+years of progressive experience within the IT Industry, with specific expertise in IT Infrastructure Services. Effective Service Level Manager, proficient at analyzing situations, coordinating commendably for quick incident resolutions. Has an ability to prioritize tasks, manage stress and diffuse difficult situations. Keen observer of trends in incidents and problems, and owns strong situational analysis skills. Succeeds in a competitive, fast-paced setting and has a zeal to observe and learn from different styles of leadership. Professional communication skills include fluency in English. Core competencies include:
- SLM Reporting
- Problem RCA Analysis
- Service Operations
- Service Improvements
- Vendor Coordination
- Knowledge Management
- SLA Management
- Process Owner
- Reporting Analyst
- Change Management
- Request Fulfillments
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Associate-Data Analysis
kyndryl India Pvt Ltd
08.2018 - Current
- I was deployed at Client place (Hanon Systems) in South Korea from Kyndryl India Pvt Ltd to Kyndryl Korea for the duration August 2018 to November 2025.
- Direct interaction with Clients and vendor coordinators for high priority issues and process updates.
- Working with DPE and PE and make sure that all the pending activities are taken care.
- Prepare the required materials for the weekly meetings.
- Leading the Weekly calls held with Clients and Vendors.
- Taking MOM for all the meetings held with Clients and Vendors.
- Preparing the monthly SLA Reports and submitting to Client on time.
- Following up on Deliverables and Obligations to ensure that proper reports are prepared by contacting the responsible owners and make sure that all the deliverables are submitted on time and making sure that the obligations are held whenever required.
- Handling client escalations.
- First level of support to third party vendors.
- Coordinating with multiple teams to resolve the issues.
- SLA, Environment Health Checks and Ageing tickets reports sent on daily basis.
- Follow-up and timely updates on all priority tickets.
- Working with hardware vendors and network service providers to ensure minimum impact to business.
- Sharing critical updates with the team to reduce resolution time.
- Contribution towards knowledge management.
- Managing the mailbox.
- Primary ownership of Problem Management.
- Identified, coordinated and contributed toward Service Improvements to the project.
- Prepare the required materials for the weekly meetings.
- Leading the Weekly calls held with Clients and Vendors.
- I worked as a GACDW tool manager (Asset Management) that involved managing CAR requests with Server onboard and decommission of the servers which were managed by Kyndryl.
- BAU SNOW Tool Management: As a Service now BAU Admin, I took care of the entire Hanon Service Now which included SLA configurations, scheduling the trainings to entire Hanon employees, end users and all the stake holders.
- Checking the RCA and documenting it in the SharePoint.
- Making sure that the preventive actions mentioned in the RCA of critical issues are applied successfully.
- Doing proactive Problem Management.
- Maintaining Knowledge Base for all the problems in the environment.
- Make sure that the Platform teams provide the root cause analysis to the customer within 5 business days for critical issues.
- Making sure that the changes are raised and followed on each change until the resolution.
- Making sure that the Changes are implemented within the scheduled time and date.
Service Level Manager (Technical Service Specialist)
IBM India Pvt Ltd
12.2016 - 08.2018
- I have worked as a MIS & Reporting Champ.
- Extensive usage of MS Excel & VBA (Macro) at Operational and Client level.
- Generating timely and accurate reports for analysis.
- Creating MIS/ Dashboard report and presenting it to the concerned Department.
- Implement and analyse data to create daily, weekly, monthly, and quarterly reports.
- Delivering contractually agreed Client level reports on time maintaining 100% accuracy.
- Design/develop the agreed upon solution in MS Excel with VBA Programming.
- Managing the Monthly, Weekly & Daily Report Creating in MS-Excel through in-depth analysis and producing the actionable information to achieve 100% SLA.
- Implement practices and metrics to improve operational efficiencies.
- Generating & maintaining day to day MIS Data and updating the management.
- Arranging trainings and on boarding tasks to the new associates in the account.
- Delivering the assigned work in given time with CSC quality standards.
- Maintaining customer communication during the problem resolution.
- Notification & escalation of IT related issues to senior management.
- Coordinating with Client Executives (Account Managers) for any business needs, Service improvement plans and providing support accordingly.
- Ensuring timely coordination with Queue Manager’s and technicians for closure of incidents, alerts and requests within Service Level Targets.
- On a daily basis we check the tickets SLA for each account as per the SLA agreement.
- We check the ticket as per the Severity. If we get any SLA breached ticket, then we have to find out the reason.
- Proactive Daily checks: Check tickets which are yet to breach SLA and inform the respective Service Line and get the tickets resolved before its breached.
- Ensuring all P1,P2,P3/P4 tickets meet the SLA.
- Governance calls with Service desk Supervisors and Resolver groups Manager to discuss Backlog and Long Running tickets and ensure they are resolved in a timely manner.
- Seamless ownership, ensuring effective handoffs between teams and monitoring, aging, escalate Incidents at risk of breaching Service Level Agreement/Operational.
- Trend analysis to provide visibility to Ticket SLA and MTTR status by resolver.
Education
B.E -
Channabasaveshwara Institute of Technology
Tumkur01.2013
Skills
- Basics of networking
- Service Operations
- Major Incident Management
- Change Management
- Problem Management
- Escalation Management
- Knowledge Management
Certification
ITIL v4 certification
Languages
- English
- Hindi
- Kannada
- Telugu
Personal Information
- Date of Birth: 04/28/91
- Marital Status: Married
Timeline
Senior Associate-Data Analysis
kyndryl India Pvt Ltd
08.2018 - Current
Service Level Manager (Technical Service Specialist)
IBM India Pvt Ltd
12.2016 - 08.2018
B.E -
Channabasaveshwara Institute of Technology