Priyanka Acha
Cloverdale,WA
Summary
With 10 years of proven success in the IT industry, specializing in IT Service Management and core ITIL functions. Expertise in incident management, change management, and problem resolution. Extensive experience collaborating with cross-functional teams to deliver high-quality solutions and enhance processes. Skills include technical troubleshooting, customer support, and service optimization. Highly skilled and results-oriented professional with a successful career in service management and technical support.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Management Specialist
Zypka Info Tech
09.2023 - Current
- Leverage extensive experience in incident and problem management to oversee the successful implementation of ITIL incident management processes within large and complex IT environments
- Actively maintain a strong service management attitude, demonstrating a commitment to upholding quality standards and driving continuous improvement initiatives across the organization
- Led the operational management of IT Change, Configuration, Event, and Release Management processes, ensuring seamless integration and functionality
- Developed and delivered enhancements to the service management toolset, improving overall system performance and user experience
- Familiar with continuous improvement techniques such as Lean and Six Sigma, applied to enhance operational efficiency and drive process improvements
- Demonstrate a comprehensive understanding of service delivery technologies, including their practical application within IT Service Management frameworks
- Utilize effective presentation skills to articulate technical and business concepts clearly and persuasively to diverse audiences, fostering understanding and buy-in from stakeholders at all levels
- Regularly review incident management metrics and KPIs to identify areas for improvement and drive performance optimization
- Act as a primary point of contact during major incidents, providing timely updates and coordinating resolution efforts
- Facilitate communication and collaboration between cross-functional teams involved in incident response and resolution
- Stay updated on emerging technologies and industry best practices to leverage innovative solutions for incident resolution and service improvement
- Participate in change advisory board meetings to review and approve change requests, ensuring minimal risk to ongoing operations
- Managed and delivered a variety of medium-large scale change projects using best practice Change Management methodologies/models (e.g., PROSCI, ADKAR)
- Demonstrated strong organizational skills to plan, execute, and monitor change initiatives efficiently
- Proficient in modern business and project technology, including Microsoft Teams, project management software, word processing, and spreadsheets
- Utilized change management frameworks and tools to streamline processes
- Applied structured methodology, processes, and tools to create change management plans and deliver change management activities supporting adoption of change
- Coordinate with various technical teams to mitigate risks associated with changes and maintain service continuity
- Managed vendor relationships to optimize collaboration, leading to improved service quality and cost savings.
- Reduced customer complaints by streamlining communication channels and setting performance standards for the team.
- Created detailed documentation for all service management procedures, ensuring consistency in operations and ease of reference for staff members.
Service Management Analyst
Unisys India Private Limited
05.2022 - 06.2023
- Coordinated diverse teams, assessed incidents, identified root causes, and implemented solutions
- Improved incident management processes, created guidelines, and facilitated user acceptance testing for increased efficiency and impact reduction
- Led effective incident resolution, ensuring SLA compliance and minimal downtime
- Managed contractual service support requirements
- Coordinated problem-solving efforts between support teams, account teams, field service, and customers
- Organized biweekly workshops with regional business leaders, identifying pain points and proposing solutions
- Developed, implemented, and improved IT services, processes, and systems, aligning them with organizational objectives to deliver tangible business outcomes
- Fostered a culture of continuous improvement, encouraging team members to actively contribute ideas and embrace innovative approaches to enhance IT services
- Managed information and knowledge environments, ensuring consistency, accuracy, and optimal service delivery
- Prepared business cases for management decisions on enhancements
- Facilitated training material creation and delivery in collaboration with project teams
- Developed functional specifications, user stories, and Test Acceptance criteria
- Presented operational and service level reports to customers
- Implemented ITIL core functions
- Demonstrated change management expertise and conducted impact assessments
- Provided training and mentoring for adherence to process guidelines
- Negotiated and documented business requirements
- Conducted workshops, addressing process deficiencies and ensuring SLA understanding
- Reviewed trend analysis for Proactive Problem Management
- Management of accounts, working on internal ticketing systems like Service Now
- Coordinated with various teams for process and business improvements
Major Incident Manager
IBM India Private Limited
05.2015 - 05.2022
- Coordinated and resolved Major Incidents, including categorization, prioritization, and diagnosis
- Planned, coordinated, and controlled incident restoration processes
- Drove process improvements by identifying and mitigating gaps
- Coordinated with Clients and Third Parties for end-to-end Incident Resolution
- Managed efficient incident workflows, involving third parties and broadcasting outages
- Created data-driven reports, dashboards, and models to support decision-making
- Audited Incident records for process compliance and communicated inefficiencies
- Managed high-priority incidents with composure, making quick decisions to reduce impact
- Maintained a Knowledge Management system for training needs
- Provided training for newly hired team members
- Demonstrated stakeholder management skills by collaborating with cross-functional teams, clients, and vendors
- Led change initiatives, assessed impact, and delivered training programs
- Led cross-functional teams for change initiatives and continuous improvement
- Coordinated with technical teams for solutions and root cause analysis
- Worked closely with the business team, ensuring SLA understanding, and managing infrastructure support
- Presented monthly dashboard data, including Response SLA, MTTR, Incident count, Top talkers, KPIs, Risk, and dependencies in executive meetings
- Collaborated with cross-functional teams, including those from roles in business, development, and operations, to establish governance processes, policies, and standards for enhanced interoperability, agility, and robustness of SOA solutions across the organization
Education
Bachelor of Science - Computer Science And Engineering Technology
S.V. College of Engineering And Technology
India06.2013
Skills
- Major Incident Management
- Change Management
- Reporting Tools – Service Now, Remedy, Maximo
- Problem Management
- Stakeholder management
- Service Management
- Cross-Functional Collaboration
- Vendor Coordination
- Active Directory & Group policy
- Service level management
Certification
- ITIL Foundation in IT Service Management
- Business Analysis Foundation
- Business Analysis Professional (CBAP) (PBA)
- Service Now System Administration
- Project Management Fundamentals @IBM Skills Build
- Agile Methodology
- IBM Agile Explorer
- Cyber Security Fundamentals
Timeline
Service Management Specialist
Zypka Info Tech
09.2023 - Current
Service Management Analyst
Unisys India Private Limited
05.2022 - 06.2023
Major Incident Manager
IBM India Private Limited
05.2015 - 05.2022
Bachelor of Science - Computer Science And Engineering Technology
S.V. College of Engineering And Technology
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