Swati Pattnaik
Hyderabad
Summary
Experienced IT professional with 9+ years of expertise in IT Service Management and operations. Specializes in supporting and managing enterprise applications in the Telecom (OSS) domain. Proficient in incident, change, and problem management following ITIL best practices. Skilled in managing service-level agreements (SLAs), ensuring smooth operational support, and maintaining high levels of customer satisfaction. Proactive and quick learner, capable of adapting to new technologies and remote collaboration. Having 5-years of international experience working in Belgium, Europe, collaborating effectively with EU-based colleagues and stakeholders.
Overview
10
10
years of professional experience
Work History
Operations Specialist
Tata Consultancy Services
01.2024 - Current
- Executed detailed investigations into incident patterns, implementing corrective actions which resulted in a substantial decrease of 15% in reoccurring issues while enhancing overall service efficiency for the operational unit.
- Leading the crisis escalations, managing critical situations to restore services efficiently and communicating progress to stakeholders.
- Collaborating with cross-functional teams and vendors to troubleshoot and resolve incidents using ITIL processes.
- Managed IT development and run operations, ensuring adherence to SLAs and maintaining high levels of customer satisfaction.
- Managed the entire lifecycle of major incidents, ensuring timely resolution and minimizing business impact.
- Served as the primary point of contact during high-severity incidents, facilitating effective communication between internal and external stakeholders.
- Led incident bridges, war rooms and coordinating technical and business teams to restore services quickly.
- Conducted comprehensive post-incident analysis for over 30+ high-severity incidents monthly, creating detailed reports that identified root causes and actionable preventive measures leading to a significant reduction in recurring issues.
- Ensured compliance with SLAs and timely escalation of unresolved incidents to higher-level support teams.
- Automated build and deployment processes with Jenkins, leading to notable decrease in deployment times.
- Established and sustained CI/CD pipelines for seamless continuous integration and delivery via Jenkins.
- Proficiently handled the management of source code repositories in Git, utilizing expert level knowledge on branching and merging strategies.
- Ensured smooth resolution of build and deployment issues by collaborating with development and QA teams.
- Ensured optimal functionality of infrastructure through monitoring and maintenance using Dynatrace and Kibana.
- Provided assistance for deploying, configuring, and resolving issues with applications.
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.
- Boosted customer satisfaction, addressing client concerns in a timely and professional manner.
Operations Lead
Tata Consultancy Services
03.2019 - 12.2023
- Having 5 years of international experience of working in Europe for one of the leading Telecom providers named Proximus, gaining expertise in client management, customer service and stakeholder management.
- Single-handedly led a team of 12 members based in India, while being stationed at the client location in Europe, ensuring seamless coordination and successful project execution across different time zones.
- Facilitated daily stand-ups, status meetings, and issue resolution calls to bridge the gap between onsite and offshore teams.
- Proactively identified and resolved critical issues in real-time, minimizing business disruptions and improving system performance.
- Identified areas of risk exposure related to operational activities and developed mitigation strategies.
- Provided operational support for .NET applications and other telecom OSS enterprise systems, proactively addressing issues to minimize downtime.
- Developed and implemented operational strategies for optimizing efficiency, improving customer service, and reducing costs.
- Incident management: Handled urgent tech-onsite user requests and critical incidents using tools such as HP service manager and Service Now.
- Collaborated with stakeholders, external vendors and internal teams to identify areas of improvement within operational systems.
- Used Target Process and JIRA dashboards for the creation of defects towards respective development teams for efficient bug tracing and follow-up, used Kibana and Dynatrace tools for monitoring and log analyticsin turn, reducing operational costs.
- Adapted to local work culture and established rapport with Belgian and European stakeholders, improving communication and collaboration across teams.
- Ensured continuous value delivery over a 5-year period, by aligning project outcomes with customer's evolving business strategies and IT requirements.
Operations Support Analyst
Tata Consultancy Services
07.2016 - 02.2019
- Implemented effective solutions by conducting comprehensive root cause analysis of application issues.
- Monitored IT systems, applications, and infrastructure to ensure optimal performance and availability using in-house tool named Argus written in Windows PowerShell, Dynatrace and Kibana.
- Detected and troubleshooted operational issues by analyzing logs, alerts, and performance data.
- Demonstrated expertise in resolving issues and providing technical support to users, ensuring seamless operation of multiple applications.
- Collaborated with development teams to address and resolve escalated technical issues in accordance with established support protocols.
- Followed established incident management processes to log, track, and report incidents in a timely manner.
- Documented and communicated incident status updates to management and customers.
- Worked with problem management team to develop and implement long-term solutions.
- Developed and maintained up-to-date technical documentation, standard operating procedures (SOPs), and knowledge base articles.
- Provided exceptional customer service and maintained a satisfaction rate of 98 percent.
- Performed Pareto analysis to identify major contributors towards incidents, creating bugs for development teams in JIRA/Target Process, and efficient follow-up in fixing them, thus reducing operational costs by 10% on a year-on-year basis.
- Ensured that security incidents are handled promptly and follow established protocols to protect data and systems.
Junior Software Developer
Tata Consultancy Services
11.2014 - 06.2016
- Identified and resolved coding errors with efficiency.
- Provided technical support for application users.
- Succeeded in optimizing program performance by thoroughly assessing code and implementing necessary changes.
- Ensured efficient version management by maintaining and organizing source control repositories like GIT, SVN, and TFS.
- Contributed to various stages of the software development process such as planning, design, coding, debugging and testing applications.
- Facilitated the implementation of testing and validation procedures throughout the software development lifecycle.
- Participated in code reviews, ensuring adherence to established guidelines and promoting knowledge sharing among team members.
- Developed custom features for existing applications, tailoring solutions to meet specific client needs.
- Provided technical support to clients, resolving issues in a timely manner while maintaining strong customer relationships.
- Successfully tested 50+ different test scenarios, which resulted in the identification of multiple bugs across various functionalities. This proactive and rigorous testing significantly contributed to improving the overall code quality, ensuring better performance, and reducing potential risks for future deployments.
Education
B.Tech in Information Technology - Information Technology
C.V Raman College of Engineering
Bhubaneswar05.2014
Skills
- IT service Management and Leadership
- ITIL Management (Incidents, Changes, Problem Solving, SLA)
- Root Cause Analysis & Crisis Management
- Customer Satisfaction & Stakeholder Collaboration
- Cross-Functional Team Collaboration
- Change & Problem Management
- Resource Planning and coordination
- Team Leadership
- ITIL v3 Certified
- DevOps : Jenkins, GIT, Docker, OpenShift cloud
- Shell Scripting
- Agile Methodologies
- ITSM Tools: HP Service Manager, ServiceNow, Jira, Target Process
- Monitoring Tools: Kibana, Dynatrace
- Microsoft Office Suite (Excel, Word, PowerPoint)
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Operations Specialist
Tata Consultancy Services
01.2024 - Current
Operations Lead
Tata Consultancy Services
03.2019 - 12.2023
Operations Support Analyst
Tata Consultancy Services
07.2016 - 02.2019
Junior Software Developer
Tata Consultancy Services
11.2014 - 06.2016
B.Tech in Information Technology - Information Technology
C.V Raman College of Engineering
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