Management Service
Resume:
Isha Koul
Mobile: +91-965*******
E-mail: ****.****.****@*****.***
Job Objective
To further my career with a growth-oriented firm that will allow me to utilize my experience and knowledge, where my skills are utilized to their maximum potential and benefit both me and the company.
Job Synopsis
4 Years 5 months of total IT Experience with exposure to Service Operation (ITSM).
Incident Management, Problem Management, Service Level Agreement and Change Management in Wipro Infotech and Proval Technologies.
Transition Management in Wipro Infotech.
Project Management in Proval Technologies.
ITIL V3 Foundation certified
Software Product Management Certification(Waterfall and Agile methodology, Scrum, Risk strategies, Wireframes ).
Work Experience
Organization name: Proval Technologies
Client: UTG, WMP, Monster Media, Looking Point, TNB
Location: Noida
Role: Shift Lead (Service Operations and Project Management)
Duration: 1 year 3 months
Key Responsibility Area as Shift Lead:
● Manage the flow of day-to-day operations with agreed SLA.
● Keep the management and client informed of task accomplishment, issues and status.
● Handling Weekly Ops Review meeting and share the daily, weekly and monthly reports with client.
● Review performance with the customer periodically during on-going phase. Ensuring smooth operations for the system.
● Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort
● Create report to update company on team’s progress and distribute report to the appropriate personnel.
● Escalate issues to client which cannot be resolved by the team.
● Conduct weekly review meeting with client, ensuring prompt closure of pending issues and identify gaps to take corrective action.
● Ensuring Prompt communication to client in case of any Major failure or breakdown.
● Ensure all the customer complaints/issues are identified, to prepare action plan for all complaints received and drive till closure.
● Monitor team members' participation to ensure the training they providing are being put into use, and also to see if any additional training is needed
● Provide necessary business information and guidance to the team and listen their feedback.
● Creating processes and documentation for team to provide quality service.
Key Responsibility Area in Project Management:
● Documenting and translating customer business functions and processes.
● Developing a training programme and conducting formal training sessions.
● Acting as a team-lead on assigned projects and assignments; and providing work direction to the team members.
● Communicate client’s business requirements by constructing easy-to-understand data and process models.
● Facilitate monthly meetings with clients to document requirements and explore potential solutions
● Worked with users and stakeholders to analyze and validate requirements
● Manage project through status meetings, weekly reports, identifying risks, and tracking issues
● Served customers and businesses by running and viewing reports
● Prepared process models, flowcharts, and power point presentations.
● Identify root causes and corrective actions to meet short and long-term business goals
● Managed project activities such as requirement gathering, analysis and documentation
● Involved in User Interface (UI) analysis with the business team to validate accuracy.
Organization name: Wipro InfoTech
Client: EXL
Location: Noida
Role: Shift Lead
Duration: 3 years 2 months
Key Responsibility Area
● Driving the efficiency and effectiveness of the incident management process.
End to end coordination of an incident in service management life cycle right from the ticket logging, severity categorization record classify and support Investigate and diagnose resolve and recover close the incident till RCA.
● Managing the Successful resolution of Incidents within defined Service Level Agreements which includes the escalation, communication and management of all incidents and the monitoring of other open incidents.
● Ensuring correct incident categorization, prioritization, identification of root causes issues.
● Responsible for checking all incident notifications as per agreed process.
● Handling Outage bridges efficiently to make sure high impact incidents get the right attention and rigor for resolution within SLA target and by providing accurate and relevant updates in a timely fashion.
● Producing management information, including KPIs and reports.
● Reviewing and auditing the process.
● Developing and maintaining the incident management system
● Ensuring key stakeholders are kept up-to-date with latest information on high severity incidents.
● Manage and coordinate activities during overall ticket life cycle.
● Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution.
● Contribution to ongoing process & operational improvements.
● Ensure Incident Time line Report is created immediately after resolution.
● Provide input and coordinate the development of the Network Incident Report (NIR).
● Ensure that the Incident record is fully updated prior to raise Problem Management Team.
Certifications
ITIL V3 Foundation Certificate
Software Product Management Certification
Technical Skills
Reporting Tools: Remedy, E-Helpline, Ms-Office, Connect Wise, Zen desk, Service now, JIRA.
ITIL/ITSM: Incident Management, Problem Management, Change Management and Transition Management, Knowledge of Project Management.
Career Achievements
I have been a part of Transition team and receive best support appreciation from management during transition time.
Preparing process knowledge documentation and reporting formats for my new team members and stakeholders.
Imparting training and prepare standard operating procedures for incident and problem management to new team members.
Within a span of one and a half year I took over the responsibility of Shift lead.
Academic Credentials
B.Tech in IT from Punjab Technical University, 2010
12th from J&K State Board, 2005
10th from J&K State Board, 2003
Personal Details
Date of birth : 09th September 1987
Nationality : Indian
Current Location : Ghaziabad, UP
Contact : +91-965*******
I hereby declare that the information furnished above is correct and complete to the best of my knowledge and belief, and I bear the responsibility for the correctness of the above mentioned particulars.
Isha Koul
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