Teja Gandi
Hyderabad
Summary
Dynamic Associate Consultant at Tata Consultancy Services with a proven track record in incident and change management. Expert in ServiceNow and adept at fostering effective communication, driving process improvements, and ensuring SLA adherence. Passionate about delivering quality services and enhancing operational efficiency through proactive governance and stakeholder collaboration.
Overview
4
4
years of professional experience
Work History
Associate Consultant
Tata Consultancy Services
05.2022 - Current
- Governing Incident and Change management operations.
- Hands on experience in Chairing MIM Bridges by effective and continuous communication with resolver groups and delivering on customer commitments; proven track record of delivering quality services without compromising with service standards.
- Hands on experience in chairing weekly, monthly and quarterly governance meeting with customer.
- Incident and Change governance meets (Weekly, Monthly) with vendor incident and change managers as part of SIAM governance.
- Producing management reports, identifying scope of improvement and correct it.
- Ensuring Major incident workflow has been adhered during incident lifecycle.
- Ensuring adherence of IM KPI’s by vendor Incident Management under SIAM Ecosystem.
- Escalation points for vendor Incident management.
- Monitoring and driving the efficiency and effectiveness of Incident Management process.
- Chairing business critical outages bridge.
- Ensuring correct evaluation of impact and urgency to avoid any escalations.
- Responsible for maintain the outage communication hygiene.
- Responsible for timely communication of outage to higher management and technical SPOCs.
- Ensuring Technical and Hierarchical escalation to be followed as of defined timelines.
- Ensuring proper handover of all Major/ Critical incidents is being delivered to Problem management through proper Major incident reports.
- Responsible for changing onboarding, commissioning, and process training of new resource.
- Ensuring proper and required access and resources has been granted to the new joiners.
- Responsible for delivering quarterly training to all associated support groups.
- Responsible for keep the process SOP up to date, by means of quarterly evaluation, review and version controlling.
- Responsible for all CSI’s.
- Driving implementation of change management processes ensuring minimal business disruption.
- Reviewing change requests for completeness, risk assessment, and business impact.
- Facilitating CAB (Change Advisory Board) meetings and ensuring appropriate approvals.
- Monitoring and tracking the lifecycle of changes to ensure SLA adherence.
- Coordinating with stakeholders and technical teams for smooth deployment.
- Preparing post-implementation reports and ensuring lessons learned are documented.
- Reducing change failures by ensuring proper planning, scheduling, and communication.
- Ensuring strong alignment of change activities under SIAM ecosystem.
- Analysing incident and change data to drive proactive service improvements and process refinement.
- Prepared centralized incident handbook containing all the details of Servicelines, Vendor Servicelines for effective incident management process implementation.
- Incorporated event management approval in CAB to avoid bulk event due to change.
- Hands On experience on Service Now.
- Majorly handling the long pending issues of Users and coordinating with team to have this resolved.
- Handling escalations of users and lineup that escalations to right path to have them closed.
- Preparing weekly and monthly review reports for incident and change management Includes metrices, pendency, SLA and challenges reports.
Education
B.Tech - Mechanical engineering
Vignan University
05.2021
Diploma -
Behara University
05.2018
SSC -
Andhra Pradesh State Board
05.2015
Skills
- Incident management
- Change management
- ServiceNow
- Communication skills
Websites
Personal Information
Date of Birth: 09/01/99
Languages
- Telugu
- Hindi
- English
- Telugu
- Hindi
Core Competencies
Ensuring Major incident workflow adherence, Monitoring Incident Management process efficiency, Responsible for outage communication hygiene, Delivering Major incident reports to Problem management, Driving change management processes, Reviewing change requests, Facilitating CAB meetings, Preparing post-implementation reports, Analysing incident and change data, Prepared centralized incident handbook, Incorporated event management approval in CAB, Hands on experience on Service Now, Handling long pending issues of Users, Coordinating with team for resolutions, Preparing weekly and monthly review reports for incident and change management
Languages
English
Proficient (C2)
C2
Telugu
Native
Native
Timeline
Associate Consultant
Tata Consultancy Services
05.2022 - Current
B.Tech - Mechanical engineering
Vignan University
Diploma -
Behara University
SSC -
Andhra Pradesh State Board