Service Manager

POOJITHA YATHIRAJU

*****************@*****.*** +1-203-***-**** LinkedIn

PROFESSIONAL SUMMARY

An ITIL v3 certified analyst with over 5 years of experience supporting business solution software, analysing business operations, and implementing ITIL core processes and procedures.

Known for combining extensive technical ability and personnel leadership skills to accomplish project goals throughout all levels of the enterprise; experience working across diverse sectors like Banking, Insurance, and IT. Experienced in providing leadership in analysis processes to elicit and document high quality requirements using various analysis tools and documentation attributes.

Analysed client needs and concerns, responded promptly and effectively, drew sound conclusions, and translated conclusions into timely decisions and actions. Skilled in understanding client requirements, developing solutions, preparing work specifications, estimating efforts ensuring delivery of reviewed / executed work requests within timeframes.

PROFESSIONAL EXPERIENCE

IT Service Management analyst - TATA Consultancy services 06/2017- 08/2018 Key Deliverables:

• Supported new components developed by the Application Development teams, including but not limited to proposing solutions during the design and development phases, ensuring the quality of these components by performing code review and performance checking before production deployment, performing the installation in production environment, and trouble- shooting and correct bugs/issues (along with the developers and IT Infrastructure resources as needed).

• Performed UAT and worked with development team for testing enhancements, fixes in Test environment and releasing them in production environment after satisfying results and signoff from business and all relevant support teams.

• Maintain status of various change requests for BA related activities and track & report incidents in the production environment.

• Analyze problems and resolve critical issues on priority having strategic impact on applications by applying / following business / technical support concepts, departmental procedures, etc.

• Managed user escalations for incidents and service requests with implementation of improvisation for better user experience which includes timely logging, updating and completion of tasks required for any incident or service request logged in the ticketing tool.

• Liaised with customer, clients, and external vendors during critical events, resulting in a 99.8% success rate.

• Ensure service availability by adapting good quality processes & procedures with complete documentation, proper reporting, follow-up, and proactive approach for problem resolution.

• With demonstrated knowledge of ITIL and Lean Agile practices interacted with the business teams to understand business process and its requirements and provided support to meet expectations.

• Maintained and integrated plans for specific service transitions by working with the new/modified service project manager and ensured the Service Delivery team is aware of the requirements to Go-Live that has an impact on time, quality, and cost.

• Prepared statistics, KPI and trending reports, and data extraction for use in measuring the performance of the ITSM processes. Production support analyst - TATA Consultancy services 12/2015 – 05/2017 Key Deliverables:

• Partnered with technology teams to define, integrate, and improve overall IT Service Management including incident, problem, change, release, request, and Service Level Management.

• Prioritized and managed work effectively with a diverse group of associates and senior business leaders by diagnosing the root cause of problems, as well as completion of corrective actions. Engaged at a basic technical level in discussions to evaluate those solutions and presented the Root Cause Analysis (RCA) report during weekly meetings. Key Competencies:

• Customer focus

• Requirement Gathering & Analysis

• Design, Development & Testing

• Software Development Life Cycle

(SDLC)

• Action oriented

• New Product Implementation

• Client Relationship Management

• Scrum Agile Methodologies

• Quality Control / Assurance

• Resource Management

• Strategic Planning & Execution

• Leadership

• Communication skills

• Quick learner

• Project management

• Documented technical, ITIL processes, procedures, project information, and workarounds.

• Collaborated with business teams, early engagement on Business requirements analysis and project priorities by providing technical expertise by actively participating in projects including requirements gathering, implementation, development, testing, and deployment.

• Performed weekly releases hotfixes, patches ensuring configurations and customization's function as business expected and worked with development team and vendors to implement fixes and software upgrades to various application platforms, debugged and modified software components.

• Experienced in working directly with analysts, Domain leads and Senior Leaders to ensure all ITSM processes, change, deployment, and release practices are followed.

• Entrusted as Implementation Manager for 8 different applications and dealt with different vendors during the implementation.

• Worked closely with the Development team for implementing solutions and with the Quality Control team to ensure product quality; follow-up and provide post-implementation support to ensure smooth integration of products. Noteworthy Credits:

• Recognized among top performers in terms of productivity. Streamlined processes and boosted efficiency by scheduling jobs for automated tasking and notification of failures and alerts. Served on-call for 24-hour operation and increased effectiveness through resolving issues.

• Coordinated in knowledge transfer of the application processes to new team members through efficient documentation and communication.

Process associate - TATA Consultancy services 05/2014 – 11/2015 Key Deliverables:

• Worked as a strong team player in Incident management, user communication, release management and crisis management.

• Led full lifecycle project management for Home insurance company with special focus on automated business intelligence solutions; participating in cross-functional efforts with IT and business partners to gather business requirements, design, development, testing, and production, utilizing Agile methodology.

• Used Service Now and other ticketing tools to troubleshoot, escalate, and resolved issues based on the service level agreement.

• Used agile methodology to execute complete software development lifecycle (SDLC) solutions, including gathering requirements, design, development, and test planning and execution, deployment for clients.

• Assisted application level support, delivering solutions for incident resolution, and identifying business process improvement opportunities.

• Documented service requests in the Service Request Management (SRM) application, ServiceNow, for tracking and management, prepared appropriate reports to the clients.

• Proactively performed Application health monitoring daily to ensure application availability (99.9% of the time) and their dependencies from end-to-end, leading to more robust software.

• Provided technical assistance to team in the analysis of application software aborts and performance issues. EDUCATION

UNIVERSITY OF NEW HAVEN, MAY 2020 WEST HAVEN, CONNECTICUT

-MASTER OF BUSINESS ADMINISTRATION GPA 3.75/4.0

BANGALORE UNIVERSITY, JUNE 2014 BANGALORE, INDIA

-BACHELOR OF COMMERCE GPA 3.70/4.0

TECHNICAL SKILLS

• Defect/Testing Tools: Service Now, BMC Remedy, Jira, TFS, SOAPUI, Mainframes.

• Management tools: ITIL- Service, Process, Incident & Request Management, SLA Management, Problem Management, ITIL Lifecycle, IT Service Management, Major Incident Management, Process Management, Release Management, Batch Management, Service Delivery, Service transition, Service operation, Event Management and Knowledge Base.

• Database Management Systems: Oracle, SQL Server

• Operations: Windows

• Packages: Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft SharePoint, Microsoft Visio.

• Project Methodologies: Waterfall, Agile-Scrum, Gap analysis, SDLC.

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