Vandana Sharma

· Engagement Management – Managed an engagement portfolio(VCO) of 1.5+ million independently. Currently, working as Deputy EM for 2+ million portfolio engagement of Java & Cloud based project

· Service Delivery - Planned, design and controlled the overall IT issues with zero slippages/no breaches. Managed IT Service Delivery management services based on ITIL Framework.

· Process improvement and compliance - Identified objectives, implemented process and procedure improvements across all areas.

· Client relationship - Established and maintained client and vendor relationships, both internal and external, in support of account and client capital needs.

· Project Management - Embedded project management methodologies and governance frameworks in line with Global IS Project Management Standards. Ensured projects rollouts are managed with scope, delivery timelines, controlled risks based on contracts.

· Risk management - Liaised between IT supplier and business users to ensure risks were addressed and resolved within agreed service levels.

· Team Management - Led a team of 75+ members across Mumbai, Pune and Bangalore to provide technical support for client applications.

· KPI measurement & Review- Measured key performance metrics and ensured zero penalties. Represented overall delivery performance in weekly, monthly and quarterly meetings to client and senior management.

· CSAT - Achieved Highest CSAT by ensuring 97% IT service availability.

· Led a team of 15 members across Mumbai and Bangalore providing 24*7 AMC support for SAP based project

· Incident Management - Managed critical incident calls and escalations.

· Problem Management- Delivering RCA's within the SLA

· Trend Analysis – to identify problem areas and recommend Service Improvement plans

· Change Management - Review changes in view of Change Management scope/policy and presented in client CAB meeting

· Process Compliance – Conducted internal process audits to maintain process effectiveness

· SLM Review and Escalation - Published SLM and KPI reports of overall IT Services, chaired SLA review meetings and ensure that vendor/3rd party SLA misses are released.

· Escalation Management - Handled escalations till closure.

· Knowledge Management - Ensured KEDB is updated by problem owners where necessary

· Proactive Error control - proactive monitoring was established and preventive measures were implemented

· Training - Trained the team members on process and policies.

· Review & Reporting – Published Service management reports (weekly, monthly and quarterly) and presented to higher management and client.

Process Improvement – worked on CSI projects related to process improvements

· Service Delivery - SPOC for IT BAU Activities for business and technical service delivery.

· Change Mgmt. - Manage all RFC’s, ramp-ups,escalated complaints (high business impacting)

· Project Planning - Strategy & Resource planning, coordinating & implementing as per SLA’s. Close coordination with transition team for successful delivery.

· Solution Designing - managing business requirements, identify solutions alternatives and design improvements, establish and document specifications, estimate resource and BOM requirements, create a detailedproject plan, SLA’s and KPI’s, coordinate project stakeholders & activities, facilitate issue resolution, communicate status, and provide vital assistance with UAT & BAU handover.

· Vendor Management – managing client vendors and ensuring Service Levels are met

· Performance metric - Identifying pilot methodology and performance metrics

·Transition - Formulated the blueprint/transition plan for Technology Service Quality team and implemented

· Audit - coordinated Internal & External audits for accreditations & ensured nonconformities closure

· Reviews - Managed reviews with Clients and Operations to discuss performances & service improvement

Training – Imparted training to new joiners. ITIL V3 Foundation training was given