Siddhi

IT Service Manager

IT Service Manager in Cognizant UK with long term work permit with over 11 years’ IT experience – SNOW CSA (2019), ITIL V3 Expert (2015), ISO 20000 (2015), OCA (2009), BE (2008)

Drafted processes to deliver IT Service excellence
Involved and worked on all ITSM processes like Incident, Change, Release and Problem Management being ITIL expert
Involved in Major Incident management process and worked with stakeholders and relevant teams
Driven end to end Problem Management process including Change & Release management
Managed changes in ServiceNow, which includes reviewing impact of changes, understand the emergency, impact of deployment on production server.
Provided guidance on Incident Management to all support staff and assist in their training and knowledge development
Periodically reviews with SDM and business on recurring Incident resolution, SLA breaches, problem detection/recording
Effectively prioritise Problem Management activities to ensure that the key business drivers are addressed as a primary objective.
Ensuring all necessary reporting and metrics are completed for Problem as well as generating problem summaries for P1 issues.
Investigate the underlying Root Causes of Major and persistent/recurring business critical incidents and managing them with support teams through to resolution.
Managing and progressing high priority Problem investigations, coordinating resources and ensuring effective traction in the investigations undertaken.
Providing consistent, regular and effective communications around the progress and advancement of high priority (P1 and P2) Problems against a defined schedule.
Ensuring regular reporting on determined KPI measures and the delivery of quality metrics (in relation to Incident and Problem management).
To regularly review performance in response to Incidents and Problems of all types and contribute to Continuous Service Improvement activities.
Experienced on delivering Post Incident Review (PIR) for Major Incidents
Utilising trending data to identify and subsequently address, any process failings or issues within the support environment.
Implemented Continuous Service Improvement to achieve business goals
Designed workflow of ServiceNow module including UI actions, Business rules setup
Designed reports through ServiceNow to help stakeholders to understand the progress on issues
Worked on effective SLA/KPI tracking in ServiceNow
Review and improved processes to enhance customer service and satisfaction
Periodically worked with each team to understand challenges in delivering the fixes on time as per priority
Monitoring Incident & Problem dashboard to understand incidents/problems are resolved as per priority and process.
Periodically working with teams and stakeholders on aged incidents
Designed Problem Management process to capture required details of recurring Incidents to do root cause analysis
Good exposure of handling Service Desk team, 1st Line and 2nd Line teams
Designed end to end Event Management in ServiceNow for easy access to alerts via ticketing tool
Collating the periodic data to be presented to the customer
Effective tracking of project risks to implement risk mitigation strategies

BOOK A CHAT