SUCHITA VIJAY KHEDKAR
Kalyan
Summary
Customer-focused professional with successful 09-year career in IT service management sector. Dynamic successful applying change and ITIL service management in busy business environment.
Overview
10
10
years of professional experience
Work History
Change and Problem Manager
Capgemini
MUMBAI
10.2019 - Current
- Complete change management assessment
- Manage the transition of changes from the development team to operations
- Conduct the change advisory board (CAB) meetings
- Conduct Post Implementation Reviews (PIRs) after the implementation of changes
- Maintain all change documentation (policies, procedures, templates, etc.)
- Coordinate the building, testing, and implementation of changes
- Mediate conflicts related to the change where necessary
- Managed all Problem records to a successful outcome
- Ensured correct priority for all Problem records, tasks and Known errors
- Drove the technical teams/ vendors to complete effective root cause analysis within the set time frames and identify permanent solutions
- Compiled high level root cause analyses reports for the customer within the agreed SLA
- Proactive Problem Management, by analyzing monthly/ weekly incident data to identify trending opportunities
- Compiled Monthly Problem Management reports for the customer and Service Delivery managers
- Reduced 50% monitoring alerts and 40% user incidents in Service Now Tool in 2023 through automation, involving technical team collaboration, and ensuring after-life support for leading European Bank as a Problem Manager
- Liaised with Product Owners, Scrum Masters, Team Leads to have a full-blown RCA for every high priority Incidents and ensure consistent usage of problem-solving techniques on a regular basis.
Incident Manager
Capgemini
MUMBAI
12.2017 - 10.2019
- Ticket Quality analysis
- Sharing Monthly Quality Report Supervisors
- Arranging training and coaching of new joiners
- Directly coordinating with the client & Business
- Identify, initiate, schedule and conduct
- Incident reviews with Vendor partner
- Analysis open tickets & highlighting recurring issues
- Follow up on Pending issues with the Vendor partner
- Follow up with vendors to restore a failed IT Service
- Validating and preparing process documents & process flow
- Handling Major IT Incidents, taking ownership of these issues and responding/resolving the issues within the SLA time
- Being at Client side, aware of client-side support functionalities and how to manage the client and abide by the client rules
- My client being an automotive brand has given me great exposure in training and supporting applications used in the automotive world of Aftersales and Sales
- Apps such as DMS, WMS, SFDC, Elsapro, LPMS and Qlikview
- Investigating and implementing ways to reduce calls to the Helpdesk
- Updating support documentation in order to keep users updated.
Major Incident Analyst
Microland Infotech
MUMBAI
12.2016 - 12.2017
- Monitoring of tickets and taking the actions necessary to meet service targets and managing Incidents
- Managing major Incident with a priority of 'Critical' or 'High', client facing Priority 1 (Critical) and Priority 2 (High) Client satisfaction for Incidents
- Managing user escalations for Incidents and user service requests
- Resolve the ticket within end-to-end service levels
- Troubleshoot and update work log
- Engage clients in a professional and friendly manner
- Follow functional escalation if needed
- Follow the personal touch process
- Support Service Desk in status update requests
- Escalate to the service provider incident manager
- Provide best business solution if encounter a road-block
- Ensure tickets contain all necessary details prior to closing them
- Use Knowledge Base articles for incident troubleshooting
- Provide feed-back in regards to Knowledge Base articles.
Service Desk Analyst
Wipro InfoTech Ltd
MUMBAI
07.2014 - 12.2016
- Installing, configuring, and troubleshooting on, Outlook Email Client
- Configuring Blackberry emails and Installation of Desktop Manager
- Troubleshooting of User problem related with laptop and Desktop
- Installation of Network printer and scanner
- Client handling, their complaints, monitoring client satisfaction
- Installation of Antivirus & updating virus definition from Antivirus server
- Co-ordinate with the Company's dealing vendors for Engineer's
- Installation of software as per user requirements.
Education
BSC: IT -
Mumbai University
01.2014
Diploma: Electronics and Communication -
S H Johndhale Polytechnic
01.2010
SSC -
Maharashtra State Board
05.2007
Skills
- ITILServiceManagement
- Multitasking abilities
- Teamwork
- Customer service
- Incident Management
- SLA Management
- Stakeholder Management
Accomplishments
- ITIL Service Operation certified. ITIL Foundation 2011.
- Dale Carnegie 'Step up to Professional Excellence.
Timeline
Change and Problem Manager
Capgemini
10.2019 - Current
Incident Manager
Capgemini
12.2017 - 10.2019
Major Incident Analyst
Microland Infotech
12.2016 - 12.2017
Service Desk Analyst
Wipro InfoTech Ltd
07.2014 - 12.2016
BSC: IT -
Mumbai University
Diploma: Electronics and Communication -
S H Johndhale Polytechnic
SSC -
Maharashtra State Board
Similar Profiles
Gokul MGokul M
Consultant at CapgeminiConsultant at Capgemini
Muthukumar TMuthukumar T
Consultant at CapgeminiConsultant at Capgemini
Subhankar KarmakarSubhankar Karmakar
Data Analyst at CapgeminiData Analyst at Capgemini