Service Management

Monika Ambavane Patil

Phone: +91-940*******/ 837-***-****(M)

E-Mail: ***************@*****.***

LinkedIn: www.linkedin.com/in/monika-ambavane

A result-oriented professional targeting assignments in Service Management (ITSM-ITIL) / IT Infrastructure Management with an organization of high repute preferably in Pune

PROFILE SUMMARY

•M.Sc. (Computer Science) & ITIL Expert Certified professional with over 8 years of experience in IT Service Management and Application & Server Support; currently working with Atos India Pvt. Ltd., Pune as Associate Consultant

•Acknowledged for convincingly presenting key findings and reports to various stakeholders including senior management

•Comprehensive knowledge of change management principles and methodologies; rich experience in the lifecycle of change management

•Exposure in supporting standard management reporting processes and metrics throughout the organization by creating templates, job aids & other materials and producing reporting packages as required

•Accomplished, ambitious and dedicated professional with expertise in providing counselling, training, instruction and consulting

CORE COMPETENCIES

~ Change Management ~ Service Management ~ Change Auditing

~ Process Improvement ~ Process Management ~Client Relationship Management

~ Service Strategy ~ Service Design ~Service Transition

~ Continual Service Improvement (CSI)

ORGANIZATIONAL EXPERIENCE

Atos India Pvt. Ltd., Pune Apr’10 – till date

Designation- Associate Consultant

Role:

•Lead Change Management for Global Cloud Process

•Working as change management SPOC for Cloud Change Management Team

•Managing all Cloud changes which occur on Private Cloud Services or Shared Cloud Services

•Preparing KPI report for monthly governance and formulating proposals for change management plans

•Allocating priority to all RFCs and leading them to meet deadlines

•Creating and validating new changes in SDM and SNOW

•Spearheading the change management process through initiation, tracking and closure of change requests and the corresponding impact analysis reports

•Ensuring a stable environment with no unsuccessful & unauthorized RFCs, Chairs CAB, FSC, ECAB and implementing bridge calls during critical changes

•Coordinating with customer’s SDMs & TSMs and getting customer approvals for changes wherever necessary for changes

•Leading major change management projects including site movement, site opening, site closure, infrastructure end-to-end roll-out and prolongation of servers

•Supervising the implementation tasks including negotiating with third party vendors as well as providing general consultation to the team on system implementation

•Assessing current and potential change management issues in the organization

•Delivering SLA based services for operations management and ensuring compliance with the policies/ processes linked to service transition, implementation and operations of outsourcing services

Highlights:

•Received Spot Award (Certificate of Excellence) in 2017 for Excellent Performance

•Secured 5 out of 5 rating for settling Global Cloud Account which was escalated with backlog of 200 changes; settled the account, clearing the entire backlog and stabilizing the process within a time span of 6 – 12 months with only 30 changes.

•Winner of ITIL Blog Contest hosted by NovelVista Learning Institution, Blog will be released on NovelVista Website on 15th March 2019

•Managed RFX Changes:

•Coordinated with Customer and Bid Team for creating offers

•Ensured the offers were approved by customers

•Followed up for RFX Changes till closure

•Closed RFX Changes after change implementation and confirmation from customer

CERTIFICATIONS

•ITIL: Expert in 2018

•ITIL: Service Strategy in 2018

•ITIL: Service Design in 2018

•ITIL: Service Transition in 2018

•ITIL: Service Operation

•ITIL: Continual Service Improvement (CSI) in 2018

•ITIL v3 Foundation in 2012

•RHCSA and RHCE v6 in 2011

ACADEMIC ACHIEVEMENT

•Merit list holder in SSC Board Exam (2004)

ACADEMIC DETAILS

•M.Sc. (Computer Science) from University of Pune, Pune in 2013

•B.Sc. (Computer Science) from University of Pune, Pune in 2009

PERSONAL DETAILS

Date of Birth: 30th July 1988

Languages Known: English, Hindi & Marathi

Address: Plot No. 5, Vidyadeep Society, Gulab Nagar, Near Dhankawadi Post Office, Dhankawadi, Pune – 411043, Maharashtra

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