Krishnapriya Sandeep

Achievements:

· Improved reporting metrics, created, maintained, and updated operational process documentation that improved collaboration with other service desks

· Effectively monitored delivery of service, and achieved satisfaction levels of 94%

· In-depth understanding of Service Design & Transition, Major Incident Management, Problem, Change & Release Management, Continuous Service Improvement Management

· Developed support process improvements that resulted in greater efficiencies

· Reduced aging issues by 20% by facilitating problem-management processes and meetings

· Minimized downtime and increased awareness of Priority incidents by developing internal Global IT process and communication strategy

· Promoted Service Desk and Self-Help tool services by leading a site-wide awareness program

· Standardized and improved work processes and weekly/monthly KPI reporting using MS Power BI reporting tool

· Prioritized workload and balanced resources through proactive review of ticket queues and participation in project management discussions

· Using project management methodologies, principles, and techniques to develop project plans and to resource and manage projects

Responsibilities:

Helpdesk Management and Leadership

· Led and managed a helpdesk, overseeing daily operations and supervising staff, ensuring seamless service delivery.

· Provided leadership, training, and mentorship to Operations team, fostering skill development and team cohesion.

· Accountable for prioritizing, delegating, and supervising daily operations, and optimizing department workload distribution.

Change Management and ITIL Service Management

· Spearheaded planning and management of change management tools and processes, maintaining change schedules and projected service outage information.

· Coordinated interfaces between change management and other processes to streamline workflow.

· Rolled out and managed end-to-end ITIL Service Management best practice policies, processes, and procedures, enhancing IT Service Delivery control and maturity.

· Designed, delivered, and managed Service Introduction, Design & Transition processes, ensuring adherence throughout IT function and organization.

· Created and managed service delivery service improvement plans, effectively prioritizing tasks, managing risks, and addressing issues to achieve target operating models within set timelines.

· Ensured Service Management processes were optimized for efficiency and effectiveness, fostering a continuous service improvement culture in IT service delivery.

· Held responsibility for ITIL Service Management toolset, driving continuous improvements through automation and analytics.

Change Management and Risk Mitigation

· Adhered to Company Risk Management policies and procedures, actively reporting incidents or breaches.

· Monitored and supervised changes to business processes, systems, technology, job roles, and structures, playing a pivotal role in ensuring staff embraced change.

· Implemented change scheduling strategies to minimize peak-time disruptions and conflicts, resulting in fewer post-release incidents.

Technical Expertise and User Support

· Acted as a central reference and information source, providing guidance and assistance to users regarding current technology.

· Identified customer business requirements and devised solutions to meet those needs.

· Took responsibility for deploying functional solutions, including creating, adopting, and implementing test plans, ensuring system quality and integrity.

· Provided guidance and instruction to junior staff members, fostering their professional development.

Incident Resolution and Reporting

· Acknowledged incident and support tickets, providing resolution support and tracking cases until successful resolution.

· Collaborated closely with Level 2 and vendor teams to address complex issues effectively.

· Managed governance and reporting processes using Power BI, delivering regular ticket statistics reports.

Supported both functional and non-functional aspects of Application Operations, handling planned and unplanned activities for integrated systems.

Achievements:
• Served as part of audit team for ISO 20000 Certification
• Recipient of ISO 20000 Lead Auditor Certification and ISO 27001:2013 Lead Auditor Certification
• Capably designed and launched upgraded service desk version of manage engine and service desk
• Prepared and presented training documents and introduced same to end-users
• Participated as member of Change Control Board

Responsibilities:
• Worked for Network Dept to manage IT call coordinators and desktop engineers
• Handled complete IT Incident, Change, and Problem Management
• Served as part of audit team for ISO 20000 Certification; acted as Service Desk Manager and supervised Service Desk Tickets to maintain SLA
• Prepared and presented reports and PPT based on SLAs; supervised work of technicians and other engineers and IT coordinators
• Participated in planning and implementation of all upgrades and maintenance associated with Helpdesk Tool (manage engine)
• Analyzed information to determine, recommend, and plan various process improvements in helpdesk tool
• Managed Service Desk Tool, IT projects, and initiatives in areas of network infrastructure, process management, service desk, IT Services, and support.

Achievements:
• Skilfully provided coaching to internationally based team for improvements
• Successfully maintained good track in Calibration (External & Internal) & second-pass audits
• Attended training on Six Sigma – YB, Zero Defects, IBM Awareness Program, coaching, mentoring & feedback conducted by HCL

Responsibilities:
• Monitored and audited sales transactions of telecom products on daily basis and gave feedback to frontline agents on what went bad
• Maintained the repeatability and reproducibility score, credence as per client requirements and prepared audit reports, defect analysis analyzing reports generated weekly
• Prepared action plan for frontline agent calibration score meeting the client's expectation
• Identified & coached agents on areas of improvement through feedback and follow-ups and took measures to correct and prevent errors thus ensuring process quality
• Maintained a good track in calibration (External & Internal) and second pass audit