It Service Information Technology

Navya Kalla

Hutto, TX (Open to Relocate)

(***) *69 - 9970 *********.*****@*****.*** linkedin.com/in/navya-kalla EDUCATION

Lindsey Wilson college Columbia, KY

Masters in information technology management

Relevant Coursework: Organizational behavior, Emerging technologies, Disaster and recovery planning, Information infrastructure, Operating Systems and Networks WORK EXPERIENCE

Kanexy Remote

IT Service management Intern April 2023- Present

IT professional with a strong foundation in information technology and service management principles. Dedicated to learning and contributing to a dynamic team environment while gaining hands-on experience in ITSM best practices.

• Assisted in the management and improvement of IT service delivery processes.

• Supported the IT Service Management (ITSM) team in monitoring and analyzing service performance metrics.

• Helped document and maintain ITSM procedures and guidelines to ensure best practices.

• Participated in incident and problem management processes, including the identification, logging, and resolution of issues.

• Assisted in change management processes, ensuring proper planning, communication, and implementation of IT changes.

• Collaborated with cross-functional teams to ensure alignment of IT services with business needs and objectives.

• Provided support in the creation and maintenance of service level agreements (SLAs)

• Assisted in the development and delivery of training materials for IT service management tools and processes.

• Supported the service request management process by helping to prioritize and fulfill user requests.

• Worked on reporting and auditing.

• Conducted research on ITSM trends and tools to provide recommendations for process improvements.

Kanexy London,United Kingdom

IT Service management May 2022- Dec2021

Highly skilled and experienced IT Service Manager with a proven track record in incident management, problem management, change management, and auditing. Adept at leading cross- functional teams to ensure the delivery of high-quality IT services and support. Possesses strong analytical abilities to identify and address root causes of issues, driving continuous improvement initiatives

• Lead the incident management process, ensuring timely resolution of incidents to minimize impact on business operations.

• Establish and maintain incident response procedures and protocols.

• Analyze incident trends to identify underlying issues and proactively address them.

• Provide guidance and support to IT teams during critical incidents, ensuring effective communication and coordination.

• Conduct post-incident reviews to identify areas for improvement and implement corrective actions.

• Facilitate problem review meetings with relevant stakeholders to analyze and prioritize problem resolution activities.

• Collaborate with other IT teams to implement permanent fixes and preventative measures.

• Monitor and report on the effectiveness of problem management activities

• Ensure that all changes are documented, assessed for potential risks, and implemented with minimal disruption to services.

• Conduct regular audits of IT service management processes to identify areas of non- compliance or improvement opportunities.

• Monitor and report on the effectiveness of corrective actions and compliance initiatives.

• Act as a primary point of contact for escalations related to service incidents, problems, changes, or audits.

• Identify training needs and facilitate relevant training programs to enhance the skills and capabilities of the team.

Wipro – Client : S&P global Manikonda, Hyderabad

Incident Management. June 2018 - December 2019

• Point of contact for all Major Incidents.

• Monitor the major incidents to ensure that the Service Level Agreement are respected.

• Oversees the incident and problem management processes, including root cause analysis

• Maintains the On-Call rotation schedule as needed. As assigned or required, leads after-hours On-Call triage activities, responding to critical issues, incidents, or escalations, and communicating with the appropriate senior on call technical staff.

• Responsible for regular administration of the instances and making sure that everything the instances are in sync.

• Experience in migration of development changes using update sets, import sets etc

• Worked on enhancement of change workflows.

• Strong working knowledge of various Service-Now components such as Service Desk, Change Management, Incident Management, Asset Management, Problem Management, CMDB and Knowledge Management

• Created, modified and published Workflow activities and approvals.

• Good experience in continuous client communications and being an SME of my work stream had offered new ideas to clients/business users.

• Responsible for maintaining the accuracy and control over the Configuration Items (CIs)

• ITIL Knowledge as a base to comprehend the service-oriented environment.

• Manage IT department services and prepare management reports of department activities, tasks, and operational metrics. Closely coordinate with Engineering to generate root cause analyses (RCAs), update tickets, and resolve problems and incidents within established performance SLAs.

• Develop and maintain technical documentation and standard operating procedures (SOPs).

• Communication within 15 mins of opening the Bridge & Subsequent communication every

• 60 mins till the issue stands resolved or unless agreed for a different frequency on the bridge.

• Accountable for the effective implementation of the process "Major Incident Management" and carries out the respective reporting procedure.

• Identify, initiate, schedule, and conduct incident reviews and provide coaching/feedback wherever applicable.

• Assist Major Incident Process Owner by identifying the issue, lessons learnt and planning for Major Incident Management process improvement.

• Manage delivery excellence through peer-review and working with the customer’s leadership.

• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

• Responsible for daily, Weekly and Monthly reports and trend analysis.

• Empower process analysis to make decisions based on customer needs. Univariety Banjara Hills, Hyderabad

Customer Service Executive November2015-March2016

• Making calls to students to explain about the International Universities

• Complete every day’s task and informing updates to the Manager ACHIEVEMENTS

• Successfully Completed Arduino Design Workshop conducted by Kriyative Edge Technology Services Pvt. Ltd

• Selected for College Handball Team.

• Recognized by the Client for handling the incidents effectively.

• Was internally recognized by the management for consistently being the top performer in the team

SKILLS AND INTERESTS

Computer: Hands on experience in Service NOW and Service NXT, Fair Knowledge in Microsoft Office (Excel, Word, Powerpoint), Incident management, JIRA, Zoho, Reporting,ITIL.

Skills: Team-oriented, tech-forward, Innovative, client relationship management, process improvement focused, fair presentation and communication skills. Interests: I enjoy reading self-help books, Asian fusion Cuisine, I like playing badminton every day, Member of Austin badminton club – took part in the Austin open 2022. Languages: English (Proficient), French, Telugu (Native), Hindi (Proficient

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