Swetha M
Associate Consultant
Bangalore
Summary
Encouraging Service manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
5
5
Certifications
Work History
Associate Consultant
TCS
8 2018 - Current
- Currently working as a process owner in cross functional services owning Service Catalogue, Service Request management and Continual Service Improvement modules
- Involved in driving Change Management, Escalation Management, Knowledge Management, Incident Management to meet the KPI’s
- Implemented change management practices, resulting in more efficient processes and increased stakeholder satisfaction.
- Created detailed documentation outlining project scope, goals, deliverables, timelines, and resources needed for successful execution of ITIL projects.
- Enhanced client satisfaction by providing tailored solutions and recommendations for their business needs.
- Effectively executing and driving service improvement across the project to ensure service enrichment and customer experience
- Involved in ServiceNow Greenfield Migration to liaise with different vendors and stakeholders for the tool implementation and process set up
- Played a pivotal role during project transition and defined KPI’s, CSM to support deployment of the ITIL service management processes (Change management, Problem Management, Incident Management, Major Incident Management, Service Catalogue and Request Management, Knowledge management, Escalation management)
- Hosting the internal Change Advisory Board Meetings as required and ensuring all the preparations are made for the customer change advisory board meetings
- Designing service catalogues, building workflow, coordinating with developers, analyze the changes for build, testing and implementation in Agile environment
- Played a key role in setting up new CMDB governance process
- Conducted regular reviews of operations and identified areas for improvement.
- Mentored junior team members, sharing expertise, knowledge, and best practices to enhance overall team performance.
Senior Analyst
EMC2
03.2016 - 07.2018
- Experience in planning and managing support for change management tools and processes
- Coordinate the building, testing, and implementation of changes related to VM server patching
- Hosting the internal Change Advisory Board Meetings as required and ensuring all the preparations are made for the customer change advisory board meetings
- Experience in coordinating with multiple dependent business units from technical support to corporate executives
- Delivered high-quality training materials that effectively educated employees on new systems, processes, or policies resulting from change initiatives.
- Improved organizational efficiency by implementing change management strategies and streamlining processes.
- Championed the importance of continuous improvement within the organization, promoting a proactive approach to growth and development.
- Produced detailed and relevant reports for use in making business decisions.
- Mitigated risks associated with organizational changes through diligent risk assessment and contingency planning.
Analyst
Wipro Technologies Ltd
07.2010 - 03.2016
- entified trends in recurring incidents, proactively addressing underlying issues to prevent future occurrences.
- Proactively conducted post-incident reviews, identifying areas for process improvement and sharing lessons learned across the organization.
- Collaborate with other business units to ensure consistency of delivery, adherence to standard ITIL practices and continuous improvement
- Increased customer satisfaction ratings by effectively addressing and resolving critical incidents in a timely manner.
- Experience in Change Management - Raising RFC’s, reviews completeness and quality of change entered the change management system and works with change raiser to adhere to the best practices, attending customer CAB calls, reviewing failed changes, performing audits to ensure compliance
- Driving Bridge Calls & handling Client Meetings with the status/migration/testing updates on a timely basis
- Experience in escalation management - Escalate incidents to Specialist and handling the entire life cycle of incidents and Service requests
- Have Experience in Manual Testing for 1 year
- Good knowledge of HP QC for requirement writing, designing test case, test execution, defect logging
- Experience of using tools like BMC Remedy, ServiceNow, HP QC, Jira, Avita, ICE, Toad, SQL Plus, Stargate, Unicenter, HPSM7
Education
Bachelor of Engineering (BE) -
New Horizon College of Engineering
PUC - undefined
Christ Junior College, Bangalore
SSLC - undefined
CGPS, Bangalore
Skills
Service Transition
Service Catalogue Management
Continual Service Improvement
Service Request Management
Change Management
Incident Management
Problem Management
Escalation Management
Configuration Management
Service Level Management
Service Validation and Testing
Knowledge Management
Scrum/Agile
Employee Training/Communication Training
Certification
ITIL Foundation Certificate in IT Service Management (Version 4) Certification
Timeline
Senior Analyst
EMC2
03.2016 - 07.2018
Analyst
Wipro Technologies Ltd
07.2010 - 03.2016
Associate Consultant
TCS
8 2018 - Current
Bachelor of Engineering (BE) -
New Horizon College of Engineering
PUC - undefined
Christ Junior College, Bangalore
SSLC - undefined
CGPS, Bangalore