Vidyashree B N

• Hands on experience in configuring SLA definitions and SLA commitments
• Analyzed data from various sources to create reports on service level performance trends over time.
• Conducted regular reviews of SLA performance metrics to identify trends or issues requiring attention.
• Collaborated with stakeholders to develop new service levels as needed.
• Provided guidance on service level management policies, procedures, processes, and technologies.
• Facilitated communication between customers, vendors, IT teams, and other departments regarding service levels related topics.
• Organized and maintained documents, files and records.
• Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
• Coordinated resolution of escalated incidents in accordance with agreed-upon SLAs.
• Managed service level agreements and monitored performance against established SLAs.
• Documented changes in services levels based on customer feedback or changing business needs.

• Recognized by management for providing exceptional customer service.
• The core responsibilities of this role included the establishment of a team of Analysts responsible for chairing the bridge calls for all major incidents, diagnosing root cause analysis and improve service availability to the customers resulting due to communications issues within agreed SLAs through scheduled meetings and forums with technical teams (Support teams, 3rd Party service providers such as TCS, Verizon, BY and HCL
• Proposed and drove few CSIs for the quality improvement of an MI and handled entire Lifecyle of problem management along with MIM.
• Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.

As a SIAMs professional I was assigned to work as SIAMs Problem Manager. Was also responsible to handle Problem Management, Incident Management, Escalation Management and Governance across Process.

• Incident Management: Effectively managed key stake holders across core shared infrastructures, tracked and published incident data to ensure Incidents were resolved quickly.
• Problem Management: Efficiently instigated forums/governance meetings and chaired post incident reviews with appropriate groups to conduct and drive RCA for service impacting incidents; ensuring actions were delivered within agreed timescales
• Change Management: Participated in Technical Change Advisory Board (TCAB), Joint Change Advisory Board (JCAB) to be informed of changes under scope for ITS problem management. Also ensured Operation teams were prepared with pre and post change activities
• Escalation Management: Introduced the process and played a key role in GO ‑ Live. Made sure to streamline and stabilize the process, tool in such a way that it was user friendly, helped in reporting which was well received and appreciated by client
• Governance: Ensured Service Availability Risk Register (SARR) database, problem records, post incident review reports and process documentations were kept up to date by reviewing periodically which assisted in obtaining no non‑conformance (NC) during internal audits.
• Service Reporting and KPIs: Published Incident / problem management activity dashboard for the Senior Management. Evaluated KPIs and ensured they were aligned with business objectives.

• Ensured that all incidents were addressed according to SLAs and OLAs.
• Trained new service desk personnel on job functions, processes, and procedures.
• Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
• Provided guidance to helpdesk technicians on how best to resolve customer issues or escalate them appropriately when needed.
• Collected, analyzed and reported on data for use in operational planning.
• Directed calls to product line specialists, application and system specialists and vendor resources and alerted management to recurring problems.
• Developed training materials and procedures or trained users in proper use of hardware or software.
• Created reports on performance metrics of service desk staff.

• Answered user inquiries to resolve computer software or hardware operation problems.
• Fielded calls from field service engineers needing corporate support and researched, routed, navigated or escalated to meet customer needs.
• Supported and assisted less experienced technicians in resolving client issues requiring advanced or specialized expertise and experience.
• Maintained records of data communication transactions, problems, and remedial actions or installation activities.