Summary
Overview
Work History
Skills
Accomplishments
Hobbies and Interests
Timeline
Generic

Pranjali Shrivastava

Melbourne

Summary

Experienced IT Service Operations Manager with 10 years in Telecommunications and IT Consulting. Proficient in Leadership, Major Incident, and Problem Management, consistently improving service delivery and leading high-pressure recovery efforts. Skilled at driving continuous service improvements and transitioning clients from project to BAU. Seeking roles focused on Service Transition and IT Operations Leadership.

Overview

14
14
years of professional experience

Work History

Major Incident and Problem Manager

Chemist Warehouse
06.2023 - Current
  • Designed and implemented enterprise-wide Incident and Major Incident Management frameworks, enabling consistent, scalable response and resolution practices across IT operations.
  • Led critical data centre disaster recovery efforts involving over 20 cross-functional teams on live bridge calls; ensured minimal business disruption through decisive action and clear communication.
  • Established and refined business communication protocols for both planned and unplanned events, improving stakeholder visibility and trust during high-impact incidents
  • Facilitated in-depth Post-Incident Reviews (PIRs) and stakeholder workshops to identify root causes, drive accountability, and deliver continuous improvement across IT services.
  • Proactively scoped and categorized previously unmanaged problems across IT and application landscapes, laying the foundation for long-term resolution and risk reduction.
  • Promoted a culture of continuous improvement within the problem management function by regularly reviewing and optimizing processes, tools, and methodologies.

Service Monitoring and Capacity Management Lead

Australia Post
10.2022 - 05.2023
  • Responsible for the delivery and continual improvement of Monitoring and Capacity management capabilities within the organization.
  • Provide technical leadership to uplift service observability through tools such as SumoLogic, AppDynamics, and Site24x7.
  • Collaborate with other ITIL process streams to integrate proactive monitoring and alerting frameworks.
  • Partner with project teams to ensure adequate coverage and standards during implementation.

ICT NOC Team Lead & Major Incident Manager

Spark New Zealand
08.2019 - 09.2022
  • Led a 24/7 NOC team managing critical infrastructure for enterprise and government clients, including network, server, and cloud platforms.
  • Developed transition strategies and onboarding checklists for managed services, enabling smooth handover from project to operations.
  • Drove continuous improvement and automation across monitoring and escalation processes, saving over 350+ manual hours.
  • Conducted root cause analysis for 120K+ repeat incidents and resolved 55+ problem tickets through structured investigation.
  • Managed P1 Major Incidents, led executive-level bridge calls, and ensured rapid recovery through effective coordination.

First Response IT Service Desk Team Lead & Major Incident Manager

Spark New Zealand
06.2016 - 07.2019
  • Led Tier 1 and 2 service desk teams, ensuring SLA adherence and proactive client management.
  • Acted as Service Delivery Manager for a managed client, presenting performance metrics in monthly governance.
  • Mentored a 25-member team on a 24/7 support model, managing recruitment, training, and operational KPIs.
  • Automated Service Request generation (from emails), improving resolution time and efficiency.

Monitoring and Response Engineer

Spark New Zealand
09.2014 - 05.2016
  • Provided L2 support for Windows Server, Citrix, Exchange, and backup systems for managed clients.
  • Documented key processes to improve first-call resolution from 56% to 89% in 3 months.
  • Trained new team members on infrastructure and support protocols

System Engineer

Tata Consultancy Services Limited
10.2011 - 04.2014
  • Delivered L2 application and functional support for global automotive manufacturing systems.
  • Automated Unix batch processes via shell scripting to improve production plant operations.
  • Conducted system issue diagnostics for EDI and Manufacturing modules in QAD ERP.

Skills

  • Excellent communication & Presentation Skills
  • ITIL Process Design & Service Improvement
  • Crisis Communication & Stakeholder Management
  • Managing service level agreements
  • Customer relationship management
  • Major Incident and Problem Management
  • Team Leadership & Coaching
  • Service Transition & Client Onboarding

Accomplishments

  • Nominated "Customer Champion" for key NZ-AUS client engagement.
  • Awarded leadership roles such as Acting Delivery Lead and Acting Service Delivery Manager, reflecting stakeholder trust and cross-functional leadership capabilities.
  • Increased first-tier resolution rate for IT Tier 1 team from 49% to 71% in 5 months.
  • Received "On-the-Spot" award for identifying and resolving critical production bugs.

Hobbies and Interests

  • Meditation and Yoga
  • Travelling and exploring new outdoor destinations
  • Puzzle games

Timeline

Major Incident and Problem Manager

Chemist Warehouse
06.2023 - Current

Service Monitoring and Capacity Management Lead

Australia Post
10.2022 - 05.2023

ICT NOC Team Lead & Major Incident Manager

Spark New Zealand
08.2019 - 09.2022

First Response IT Service Desk Team Lead & Major Incident Manager

Spark New Zealand
06.2016 - 07.2019

Monitoring and Response Engineer

Spark New Zealand
09.2014 - 05.2016

System Engineer

Tata Consultancy Services Limited
10.2011 - 04.2014

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Pranjali Shrivastava