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Manager Service

New Delhi, Delhi, India
February 19, 2020

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Priyanka Bhatt

Mobile: +91-704*******


Address: H 17\12, Malviya Nagar, Delhi


To be associated with esteem organization that gives me the scope to show the skills and be a part of team that dynamically works towards the growth of the organization and provide satisfaction.

Academic Qualification






Uttarakhand Technical University










Professional Engagement

Overall Experience of 5 years

●Current Company: HCL Technologies LTD, Noida. India

●Designation in HCL: Senior Analyst

●Working since: May 2015 – till date

Project 1: Current Project

Account Name: Anglo American

Clients: Anglo American, DeBeers’s, Element Six, Forever mark

Projects Name: Anglo American, DeBeers’s, Element Six, Forever mark

Duration: Feb 2017-till date

Assignment 1: CFS ITIL (Change /Incident/Problem)

Duration: Feb 2017-till date

Roles & Responsibilities:

●Accepts, prioritizes, and categorizes change requests

●Reviewing Requests for Change (RFCs) and Rejecting outright any change request that is completely out of scope or out of policy for Change Management

●Chairs the Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings

●Ensures that all preparations have been made for a CAB meeting, including creating of agenda, circulation of change requests to be considered, and inviting of participants

●Has the ability to review all planned changes

●Utilizes the Change Management reporting system to monitor and track changes

●Negotiates end-user down time for change implementation

●Creates consolidated change schedule and resolves any scheduling conflicts

●Identifies change requests that have not been acted upon in a timely manner and takes appropriate action

●Ensures that changes are communicated in a timely and adequate manner

●Create and distribute Change Management reports

●Reviews all implemented changes to ensure that they have been carried out

●Closes change requests

●Produce CIR’s for all P1 incidents (and P2, depending on the contractual agreement)

●Interface with incident/change management for incident/ change resolutions.

●Use trend and root cause analysis to investigate repeat problems, establish common trends that may cause a fault to arise and establish trends for SLA misses.

●Establish trend analyses as a standard vehicle for proactive problem management by analyzing historical data to identify and eliminate potential incidents before they occur.

●Record, manage and escalate service problems as appropriate.

●Maintain close liaison with support teams and senior managers over the introduction of major changes in order to resolve problems.

●Use Problem Register to review the problems currently open to aid in chasing referral groups and to share with Service Management.

●Log known errors on the database and keep up to date.

●Manage multiple faults occurring on the same piece of equipment and to manage the occurrence of the same fault on many units.

●Co-ordinate/manage major multi-client impacting incidents and support the Senior Problem Manager who holds the Major Incident Reviews (MIR) in order to develop an action plan to ensure non repetition.

●Co-ordinate problem resolution action plans, in the event a fault requiring a fix by more than one referral group.

●Represent Problem Management at Daily Service Review and pick up any associated actions

●Responsible for communication regarding incident status to client and process.

●Understanding of the impact of incidents on SLA targets, allowing improved prioritization.

●Ensures the process is followed and incidents are properly documented.

●Initiate changes relating to known errors.

●Proven abilities in establishing effective task priorities, working independently, as well as Participating as an integral part of a team

●Work in liaison with the client for enforcing changes for all the client users

●Involved in performing diagnostic actions to determine workarounds/solutions. Initiate other Service Management processes, including IT Service Request Management and Critical Incident Management as required to resolve the Incident.

●Engage additional support resources as needed to assist in resolution. Apply and verify identified workarounds and solutions. Validate that service restoration has been achieved.

●Identify root cause of issues which are impacting the support floor.

●Provide training to the floor for business application on troubleshooting, work with different supports for escalation issues with less turnaround time

●Coordinate cross department communications when required to assist in resolution of Incidents/ Problem/ Changes.

●Follow-up on escalations and issue tracking.

●Ensure that the correct Technical teams are engaged and proper focus is paid to outages and recovery.

●Responsible to ensure Critical 1 & 2 SLA's are met.

●Coordinating Incident Bridge calls for quick and prompt resolutions.

●Coordinating with British Telecom for issues related to Voice and Data.

●Paging the Application Support or the Platform Engineering team about any known issues

●Contacting the Support team manager in case of no response from the team.

●Send Alert notifications to the Site Support and the Monitoring teams about any network related issues.

●Provide updates to the Management of daily outages.

Project 2: Bombardier Transportation

Company: HCL Technologies LTD, Noida. India

Duration: 2014-2017

Designation: Analyst

Roles & Responsibilities:

●Active directory : User account creation and management

●Creating and managing domains

●Providing accesses on shared folders on servers.

●Creating security groups in AD

●Handled user account transfers from one field site to another moving client data to different servers, to ensure user accessibility.

●Amended accounts using power shell scripts

●O365 and exchange account handling.

●Created and maintained email addresses and distribution lists in MS Exchange.

●Created and managed computer and OU

●Provided access on shared mailboxes and meeting rooms through power shell scripts.

Professional Achievements

●Received Comnet Jewels several times in (HCL).

●Was given highest rating (Distinguished Performer) in HCL

●Proposed as a member of Live Wire team, to bring process improvement plans for the account

●Was given spark award for being outstanding performer.


●ITIL 4 Foundation

●USM ITIL Proficient Academy Program(2019)

Personal Vitae

Name : Priyanka Bhatt

Date of Birth : 4th March 1992


I do here by declare that the above furnished information is true to the best of my knowledge and belief.

Priyanka Bhatt

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