Yashaswini H. S

- Strong knowledge of ITIL best practices related to Change, Incident, Problem and Configuration management.

- Excellent communication and interpersonal skills, with ability to communicate effectively with internal and external stakeholders.

- Mentored junior associates, fostering professional growth and skill development within the team.

Customer & Stakeholder Management
- Serve as the primary contact point for business stakeholders and end users on service delivery matters.
- Manage communications for service incidents, changes, and major outages.
- Drive improvements in customer satisfaction and user experience.

Incident, Problem & Change Governance

- Oversee incident escalation, root cause analysis, and service restoration

- Ensure proper governance for change management, risk assessment, and impact evaluation.

- Track recurring issues and drive problem management initiatives.

Service Governance

- Act as the internal owner for all aspects of service delivery and support, accountable to business stakeholders.

- Lead regular service review meetings with internal teams and business stakeholders.

- Maintain the Service Catalogue, Service Level Agreements (SLAs) and KPI's.

Continuous Service Improvement (CSI)

- Identify, propose, and implement service improvements.

- Ensure continual alignment of service delivery with business needs.

• Managed risks associated with change initiatives, implementing mitigation strategies as needed.
• 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.
• 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.
• Organizing, attending and participating in stakeholder meetings.

• L1 Network associate for IBM Commercial Account Network management.
• Responsible for troubleshooting Project based applications during slowness, frequent disconnection issues while accessing IBM client applications.

• L1 Networking configuration, troubleshooting & maintenance of STATE BANK OF INDIA and Associate banks.
• 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.