Manjiri Pawar
Mumbai
Summary
Highly skilled in project and resource management with an emphasis on increasing efficiency and productivity. Proficient ability to initiate, plan, monitor and control multiple projects simultaneously in accordance with project management and development best practices. Specialized in creating structure to support the delivery of business critical applications on time with a low percentage of defects. Strong interpersonal and organizational skills, team building, mentoring and coaching skills.
Overview
23
23
years of professional experience
Work History
ServiceNow Project Manager
NTT Global Data Centers & Cloud Infrastructure
01.2023 - Current
- Leadership of a cross functional IT team to successfully implement ServiceNow Incident, Request, Knowledge and Reporting modules for 1,000+ users.
- Program management included workflow re-design, self-service portal form design, access control and other customization required to support ticket submission and fulfillment processes that leverage ITIL best practices.
- Delivery of executive, core stakeholder and enterprise customer communication vehicles (via dashboards, emails and WIKI site) that encompassed project status, risks/impacts and readiness up to implementation date.
- Establishment of governance practices to expedite resolution of issues that may potentially impede use of the tool or impact release activity in an effort to ensure tool use maximization and continually drive positive ticket closure results.
- Directly responsible for business customer contact, ranging from personalized training sessions to management of all facets of product upgrade implementations.
Change Management Manager
NTT Global Data Centers & Cloud Infrastructure
01.2011 - 12.2022
- Monitoring the change request for impact analysis and correct criticality.
- Ensures completeness of Request for Change form and Change Management form. Escalates to relevant parties in case of any gaps
- Identifying and resolving schedule conflicts
- Obtaining approval or endorsement of the change request.
- Verifying/Identifying the right approvers for a change
- Verifying that an emergency change is required.
- Sending Notification message for all requested parties.
- Ensuring that Change Requester follow-up with a formal change request after the implementation of an emergency change.
- Updating the change request record to reflect the current status of the change request.
- Notifying affected parties that changes are scheduled, approved, and ready to be implemented and activated.
- Notifying affected parties that changes are rejected.
- Handling day-to-day schedule slips and escalating the implementing groups as required to bring the change back on schedule.
- Coordinating and Participating in the Change Review Meeting.
- Monitoring regular change control measurements
- Responsible for overall governance of CM process.
- Table all Request for Changes (RFCs) for a Change Advisory Board (CAB) meeting, issues an agenda and circulates all requests for changes to Change Advisory Board members in advance of meetings to allow prior consideration
- Convenes urgent CAB or ECAB meetings for all urgent RFCs
- Liaises with all necessary parties to coordinate change building, testing and implementation, in accordance with schedules
- Updates the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality
- Reviews all implemented changes to ensure that they have met their objectives; refers back any that have been backed out of have failed
- Reviews all outstanding RFCs
- Analyses change records to determine any trends
- Produces regular management reports
Senior Project Executive
Netmagic Solutions
08.2009 - 12.2010
- Track all the projects and provide support to SDM to close the activities
- Customer feedback to be taken for all completed projects and published to management and internal teams for further improvements
- Monthly, weekly reports and trackers to be updated and published with internal and management, align review meeting for these trackers
- Domains to be renewed on the basis of the SOF assigned and tracker to be maintained
- MOM of the meeting / calls to be captured and published to the respective attendees
- Creation of service delivery Templates and documents
- Supporting SDM in their daily activities whenever required
- Name change/Renewal/ billing purpose sofs to be worked upon and closed in the system
- Ensure that Project handover given to customer as well as operations after delivery of services against SOF.
- Ensure adherence to defined processes /project scope/ audit compliance
Central Helpdesk
Allied Digital Pvt Ltd
01.2009 - 08.2009
- My Key responsibilities include functioning as a Service Desk coordinator which takes care of complete IT infrastructure & helpdesk operations.
- Preparing Daily Call Report, Pending Call Report & sending it to the higher authorities.
- Attending phone call & according reciting on it.
- Checking mails of users & giving the reply to the users for their issues.
- Solving users query on the Phone or through remote Access.
- Follow-up with vendor for the Hardware related issues.
- Monitoring Lease Line and logging a call with respective vendor for same.
- Taking follow up from vendor and Coordinating with network engineer for lease line.
Central Helpdesk
NetSol
10.2007 - 12.2008
- My Key responsibilities include functioning as a Service Desk coordinator which takes care of complete IT infrastructure & helpdesk operations.
- Preparing Daily Call Report, Pending Call Report & sending it to the higher authorities.
- Preparing Gate pass for material in and out.
- Assigning call to engineer, taking the updates from engineers and updating the same in systems, preparing report for engineers performance, coordinating with engineers for calls
- Follow-up with vendor for the Hardware related issues.
- Preparing crisp report for customer on monthly basis
Central Helpdesk
CMS
01.2007 - 09.2007
- Follow-up with vendor for the Hardware related issues.
- Communicating with vendors to resolve any issues.
- Assigning call to engineer, taking the updates from engineers and updating the same in systems.
- Preparing Gate pass for material in and out.
- Checking mails of users & giving the reply to the users for their issues.
- Solving users query on the Phone or through remote Access
Service Desk
EMBEE Software Pvt.ltd.
11.2005 - 12.2006
- · My Key responsibilities include functioning as a Service Desk coordinator which takes care of
- complete IT infrastructure & helpdesk operations.
- · Handling Asset Database Management which includes Preparing MIS Report for stock inventory of all the laptop, Desktops, Servers, Routers, Switches, Printers, and Scanners etc.
- · Preparing Daily Call Report, Pending Call Report & sending it to the higher authorities.
- · Attending phone call & according reciting on it.
- Checking mails of users & giving the reply to the users for their issues.
- Solving users query on the Phone or through remote Access.
- Lotus Notes Client Version 6.5 troubleshooting.
- Follow-up with vendor for the Hardware related issues.
- Coordinating with the team for lotus notes network and id creation etc. related issues.
- Sending branch down/up report daily.
- Preparing monthly UPS PM Schedule.
- Preparation of engineers performance report on monthly basis
- Assigning call to engineer, marking attendance for engineer, checking updates on calls, correcting calls severity, category, coordinating with different team at central
Service Desk
Pentagon System And Services Pvt. Ltd.
11.2004 - 10.2005
- Assigning call to engineer, taking the updates from engineers and updating the same in systems.
- Marking engineer attendance daily, attending customer calls, logging call for customers,
- Preparing report for engineer’s performance, coordinating with engineers for calls
- Indenting spares, following up with vendors for spares, follow up for pending payments, preparing daily call reports
Excise Assistant
Cresta Instruments
05.2003 - 10.2004
- Assisting stores department in checking consignment, maintaining stock list, preparing delivery challan, physical verification of stock on monthly basis,
- Preparation of excise invoice, bill of entry and excise format, making monthly submission in excise department, checking RG23 register.
- Also assisting account department for preparation of Bills, hundies, bill of exchange.
Office Assistant
Artwood
05.2001 - 05.2003
- Making bills & receipt, issuing cheques to vendors, payment follow up,
- Handling petty cash, bank reconciliation, issuing salary
- Other routine office work, handling phone call of vendors and customers
Education
Bcom -
Mumbai University
Mumbai06.1999
H.S.C -
Mumbai University
Mumbai06.1995
S.S.C -
Mumbai University
Mumbai06.1993
Skills
- ITIL Certification
- Vendor management
- Project management
- IT Strategy
- Business analysis
- Process Improvement
- Requirement analysis, gathering & creation
Affiliations
- ITIL V3
- Lead Auditor Certification
- ServiceTransition
Skills
Experience in system analysis, gathering business requirements, customer relationships, stakeholder communications, user/developer liaison, design, planning, test case creation, UAT, knowledge management, and pre/post implementation analysis
Timeline
ServiceNow Project Manager
NTT Global Data Centers & Cloud Infrastructure
01.2023 - Current
Change Management Manager
NTT Global Data Centers & Cloud Infrastructure
01.2011 - 12.2022
Senior Project Executive
Netmagic Solutions
08.2009 - 12.2010
Central Helpdesk
Allied Digital Pvt Ltd
01.2009 - 08.2009
Central Helpdesk
NetSol
10.2007 - 12.2008
Central Helpdesk
CMS
01.2007 - 09.2007
Service Desk
EMBEE Software Pvt.ltd.
11.2005 - 12.2006
Service Desk
Pentagon System And Services Pvt. Ltd.
11.2004 - 10.2005
Excise Assistant
Cresta Instruments
05.2003 - 10.2004
Office Assistant
Artwood
05.2001 - 05.2003
Bcom -
Mumbai University
H.S.C -
Mumbai University
S.S.C -
Mumbai University
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