Summary
Overview
Work History
Education
Skills
Websites
Languages
Personal Information
Certification
Timeline
Generic

Parul Mahey

Pendle Hill,NSW

Summary

ITIL-certified professional with 11+ years of experience in Incident, Change, Request and Problem management. Proven leader in driving organizational change initiatives, minimizing service disruptions, and aligning with business objectives. Strong leadership, communication, and problem-solving skills excel in fast-paced environments. Committed to continuous improvement and team collaboration to safeguard organizational assets.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Critical Incident Response Manager

Accenture
Pune, India
01.2023 - 07.2024
  • Led high-priority incidents for a critical response team, cutting service disruption by 20% through quick resolution and collaboration at a top electrical retailer in the UK and Ireland
  • Guided and mentored incident responders as a hands-on SME to ensure successful remediation and complete system recovery of impacted systems.
  • Maintained incident response documentation, conducted post-incident review activities, and drafted comprehensive incident reports
  • Acted as a liaison between the organization's stakeholders and internal and external resources during an incident response process.
  • Coordinated with external vendors or agencies as necessary during investigations or responses to incidents.
  • Collaborated across multiple departments to enhance incident response capabilities and demonstrate thought leadership for continuous improvement.
  • Collaborated with cross-functional teams to identify and implement long-term remediation and permanent fixes, leading to continuous improvements.
  • Generated KPI reports from trend analysis, providing insights on opportunities for enhancement
  • Ensured prompt management of out-of-hours incidents by participating in the on-call roster for 24/7 incident response coverage.

Service Request and Escalation Manager

Accenture
Pune, India
12.2019 - 12.2022
  • Managed and implemented Quality Assurance verification and validation processes for the Service Request (SR) Module within the Cloud Network Delivery Project, ensuring high standards of service delivery
  • Led client escalations by collaborating with technical teams to resolve issues efficiently and minimize impact
  • Oversaw and coordinated the successful completion of internal projects and migration activities, ensuring smooth transitions and adherence to timelines
  • Chaired bi-weekly Platform Owner calls, facilitating communication and alignment across stakeholders
  • Trained and onboarded new employees on service request processes, fostering staff development, teamwork, and delivering performance reviews to enhance team cohesion
  • Spearheaded the implementation of a comprehensive, customer-focused IT Service Catalog using ServiceNow, improving service accessibility and user experience
  • Participated in troubleshooting calls, mediating issues between stakeholders and technical teams to ensure prompt resolutions
  • Generated weekly and monthly reports on Key Performance Indicators (KPIs) and achievements for managerial review and decision-making
  • Monitored the usage of knowledge articles, evaluated their organizational impact, and implemented improvements for enhanced efficiency.

Incident Manager / Problem Manager

Tata Consultancy Services
Gurugram, India
11.2016 - 12.2019
  • Monitored and evaluated incident and problem management processes for New Jersey healthcare and health insurance systems, offering practical suggestions to optimize service delivery.
  • Initiated and facilitated Bridge calls, ensuring cross-team communication for infrastructure uptime and service restoration within agreed Service Levels (SLAs).
  • Conducted root cause analysis investigations to pinpoint problem areas affecting service availability, implementing strategies to prevent future occurrences.
  • Developed and managed Service Improvement Plans (SIPs) to enhance long-term service availability
  • Managed the production of comprehensive reports for Incident and Problem Management, including monitoring KPIs and enforcing adherence to customer Service Level Agreements (SLAs).
  • Engaged in senior management client calls to evaluate performance metrics, pinpoint opportunities for enhancement, and foster operational excellence.
  • Delivered support services to business users, ensuring adherence to established service delivery timeframes and maintaining high levels of customer satisfaction.

Change Manager

Tata Consultancy Services
Gurugram, India
02.2015 - 10.2016
  • Managed firm-wide Change Management operations for a prominent healthcare and health insurance company based in New Jersey, ensuring compliance, governance, and efficient handling of all change requests across diverse environments
  • Facilitated weekly Change Advisory Board (CAB) meetings, ensuring collaboration between senior stakeholders and technical teams to align change initiatives with business priorities and strategic goals
  • Delivered clear, concise communication on change impacts, timelines, and risk mitigation strategies, ensuring transparency and stakeholder buy-in throughout the change process
  • Led post-implementation reviews for critical changes, identifying improvement opportunities and implementing strategies to enhance success rates for future change initiatives
  • Demonstrated adaptability in managing change requests in fast-paced, dynamic environments, swiftly responding to business needs while maintaining rigorous process integrity
  • Leveraged problem-solving skills to address unexpected challenges during change execution, ensuring continuity of service
  • Identified and expedited low-risk changes to pre-approved status, streamlining approvals and enhancing efficiency
  • Actively participated in client service review meetings, covering performance metrics, service improvements, quality control, and process optimization
  • Module Owner responsible for successful testing of ITIL Incident, Change, and Problem Management modules during ServiceNow upgrades ensuring seamless integration
  • Developed comprehensive change management reports with KPIs and metrics, providing actionable insights that improved change success rates and informed executive-level decision-making
  • Utilized ServiceNow to optimize the change request process, reducing approval times by 25% and significantly increasing overall process efficiency.

Incident Specialist/IT Service Desk Analyst

Tata Consultancy Services
Gurugram, India
08.2012 - 01.2015
  • Provided comprehensive support services to business users with a focus on resolving issues within agreed service delivery timeframes
  • Monitored and analyzed trends in Service Desk requests and incidents, generating statistical reports to identify areas for improvement and inform decision-making
  • Brainstormed and exchanged ideas with service delivery teams, resulting in improved overall performance
  • Handled end-user issues received via phone, chat, and email, accurately recording them in the service desk tool (BMC Remedy) for effective tracking and resolution
  • Ensured proper categorization and classification of user issues to facilitate efficient handling and reporting
  • Delivered exceptional phone technical support while maintaining a professional and courteous demeanor in all user interactions
  • Managed software deployment to meet user and client requirements, ensuring smooth implementation and minimal disruption
  • Improved service quality and achieved higher user satisfaction by obtaining post-issue resolution confirmation and feedback.
  • Served as a Subject Matter Expert (SME), providing technical floor support and assisting the Team Lead in managing team operations effectively.

Education

Master of Computer Applications -

GURU GOBIND SINGH INDRAPRATHA UNIVERSITY
New Delhi, India
05.2012

Bachelor of Computer Applications -

BANASTHALI UNIVERSITY
Jaipur, Rajasthan
06-2009

Skills

  • IT Service Management
  • Major Incident Management
  • Problem Management
  • Change Management
  • Service Request Management
  • Service Management
  • Vendor Management
  • IT Service Desk
  • Reporting
  • Adaptability
  • Attention to detail
  • Problem solving
  • Teamwork and Collaboration
  • Quality Assurance
  • Continuous Improvement
  • Effective communication
  • Interpersonal skill
  • Time management
  • Organizational Skills
  • ServiceNow
  • BMC Remedy
  • Sharepoint
  • Jira

Websites

Languages

ENGLISH, HINDI

Personal Information

  • Title: Major Incident Manager| IT Service Management
  • Date of Birth: 02/24/89
  • Nationality: INDIAN
  • Marital Status: SINGLE
  • Visa Status: PERMANENT RESIDENT (SUB-CLASS 190)

Certification

  • ITIL 4 Foundation Certificate in IT Service Management – AXELOS Global Best Practice.
  • Microsoft Certified, Azure Fundamentals (AZ-900) - Microsoft.
  • ITIL Foundation Certificate in IT Service Management — AXELOS Global Best Practice.
  • SIAM Professional - EXIN

Timeline

Critical Incident Response Manager

Accenture
01.2023 - 07.2024

Service Request and Escalation Manager

Accenture
12.2019 - 12.2022

Incident Manager / Problem Manager

Tata Consultancy Services
11.2016 - 12.2019

Change Manager

Tata Consultancy Services
02.2015 - 10.2016

Incident Specialist/IT Service Desk Analyst

Tata Consultancy Services
08.2012 - 01.2015

Master of Computer Applications -

GURU GOBIND SINGH INDRAPRATHA UNIVERSITY

Bachelor of Computer Applications -

BANASTHALI UNIVERSITY

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Parul Mahey