Yashaswini H.S
Senior Associate (Change Manager /Incident Manager)
Summary
Result-oriented Professional with 13+ years of experience in IT Service Management entailing Senior Associate in Change Management, Incident Management, Problem Management, Service transition, Vendor management Mastered level skills in ITIL processes and life cycles. Successful track record as change manager, build and decommission lead and Account Service Manager.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Senior Associate IT Service management (Change/Incident/Problem)
Kyndryl / IBM
10.2015 - 3 2024
- Working in ITSM functions Primarily in Change Management, Incident Management, Problem Management, Service Delivery Management
- Implemented and led change management strategies for global organization within SQUAD model
- Led cross-functional teams in identifying and addressing potential roadblocks to change, resulting in successful project outcomes
- Conducted impact assessments and stakeholder analyses to gauge effectiveness of change initiatives and adjust strategies accordingly
- Oversaw communication plans and training programs to enhance employee engagement and adoption of new processes and technologies
- Proven competencies in interacting with stakeholders/clients, conducting auditing, maintaining KPI's and performing cost delivery measures and enhancing organization benefits
- Involved in wide range of activities such as overseeing/evaluating changes and updating same to senior management, conducting interlock calls with customers to resolve disputed/expedited changes, reporting/documenting reports.
- Actively driven change-advisory board (CAB) calls with technical team members to support change-management team by advising on requested changes, assisting in assessment and prioritization of changes
- Accountable for providing training for technical team members, project managers, service delivery managers related to process, tool usage, change management ,Incident management guidelines
- Performed defect analysis for failed, expedited changes
- Conducted post implementation reviews by involving Subject Matter Experts, service delivery managers, client technical leads related to failed changes and conducted corrective/preventive actions
- Ensure major incidents are resolved in shortest period of time
- Responsible for incident, problem and service level management
- Perform incident review and make recommendations for improvement
- Produce incident and problem reports to all required audiences
- Own Problem Management activities for all managed incidents
- Conduct Root Cause Analysis for all escalated incidents and Problem Management tickets
- Produce management information, including KPI's and reports
- Follow up, analyses and track Incidents and SLA breaches
- Drive and monitor the effectiveness of incident, problem and service level management processes
- Implemented process improvements that led to significant time savings and increased accuracy in deliverables
- Trained and supported new team members, maintaining culture of collaboration
Staff Associate
AT&T
03.2013 - 10.2015
- T1.5 SPOC for IBM Commercial Account Network management
- Responsible for troubleshooting Project based applications during slowness, unable to connect or frequent disconnection issues while accessing IBM client applications
- Escalating high severity issues and chronic problems to other technical teams for resolution if needed
- Responsible for Basic PD of Network devices (Switches, Routers) which are affected and assign to appropriate team for further troubleshooting
- Doing Timely follow up with U.S Customers and Vendors on Incident tickets till Closure
- Coordinating with higher resolver team by engaging through internal engagement ticket for further assistance on issues
- Coordinating with Vendors (Orange, Verizon etc) for Root Cause Analysis and RFO(Reason for Outage)
- Attending calls with customers & their client team for joint troubleshooting
- Preparing Daily report and Weekly Report & notifying on progress of high severity tickets to SOE
- Track related IT issues, coordinate resolution and assist in driving issues to closure.
Associate
Dimension Data
05.2010 - 02.2013
- L1 Networking configuration, troubleshooting & maintenance of STATE BANK OF INDIA and Associate banks
- Handling both internal and external client calls, event identification and classification, Creation of Trouble Tickets using CRM and Monitoring tools (BMC Remedy),Responsible for first level troubleshooting
- Provide remote technical support to site location engineers
- Restoration of link within SLA by triggering backup and interacting with service provider for maximum uptime of connectivity
- Responsible for monitoring & trouble shooting for 20,000 + client devices
- Additional shift lead job
- Coordination, Configuration assessment and Deployment of devices in to servicenow based on requests from Project team.
Education
Bachelor of Engineering: Electronics and Communication -
Visveswaraya Technological University
Karnataka,India 06.2004 - 06.2008
Skills
SQUAD model (Change, Configuration, Incident, Problem)
Strategic Planning
Stakeholder Management
KPI
Service Level Management
Root Cause Analysis
Agile way of working
Work Planning and Prioritization
Training and mentoring
Tools
- Sharepoint
- CMDM
- Microsoft Tools
- Maximo
- Servicenow
- AIops
Certification
ITIL Foundation V3
Timeline
Senior Associate IT Service management (Change/Incident/Problem)
Kyndryl / IBM
10.2015 - 3 2024
Staff Associate
AT&T
03.2013 - 10.2015
Associate
Dimension Data
05.2010 - 02.2013
Bachelor of Engineering: Electronics and Communication -
Visveswaraya Technological University
06.2004 - 06.2008