Rashmi Sanal
Melbourne,VIC
Summary
Synopsis: Over 16 years of experience in Information Technology Infrastructure Services and Customer Service Industry with ITIL 4 Foundation certificate in IT Service Management.
Results-driven Service Management Analyst with solid background in IT service management and process improvement. Possess strong skills in analyzing service operations, identifying inefficiencies, and implementing strategic solutions to enhance productivity. Demonstrated ability to manage multiple projects simultaneously while maintaining high standards of performance. Proven track record of boosting operational efficiency and improving service delivery by leveraging deep understanding of ITIL framework.
Overview
17
17
years of professional experience
Work History
Service Management & Tools Lead
Tata Consultancy Services Ltd
Melbourne, Victoria
10.2020 - Current
- Leading a team who manages Change, Incident, Configuration Management along with SLA & Compliance reporting as per the contract
- Perform various ITSM gap assessments based on which propose SIPs and guide the relevant stakeholders on ITSM best practices, designing Service Management solutions, processes and functional designs which are efficient, effective and economical
- Process or functional capability development by developing road-maps and establishing governance
- Identify & Implement process improvements through adoption of ITIL and out of box best practices to align people, process and technology
- Track progress of Continual Service Improvement with all the Towers/Support groups and present it before customer
- Gathers business requirements from the customer to develop and design various forms in ITSM tool by closely working with the development team
- Interface with IT teams, gathers and translates business requirements into SNOW specifications deliverables: Use cases, Process workflow, Service Catalog/forms design, functional & user interface requirements, SLA definitions, Events and automatic notifications
- Chairs and leads multiple meetings with service owners and stakeholders for CSS Analysis, Incident RCA, Problem Management and other vendor meetings
- Analyze frequently repeated incidents to understand the potential impact on business and work with respective technical teams to provide a permanent fix
- Conducts gap analysis using Lean methodology and implement this to reduce the ticket flow for Service Desk
- Coordinate with the technical team to fill out the Risk template and then arrange the same to be logged in the Risk register in customer environment
- Actively monitor and investigate alerts generated by monitoring tools
- Review the PIR after the Major incidents to assess if all the necessary actions have been captured and then capture the same in Problem record and follow it up with the respective owners till closure
- Take responsibility for customer escalation and be a point of contact in and out of business hours
- Coordinate with the support teams for better resolution, less hop count and response SLA
- Creating Reports and presenting the same in the Governance meetings with the customer
- Work & implement the identified improvement ideas with the coordination of Tools COE team and other support team members
- Work on Aging ticket reports and maintain the overall MTTR by conducting recurring meetings with the support teams
Service Desk Lead
Tata Consultancy Services
06.2018 - 10.2020
- Led team of 22 members, managing escalations, maintaining good rapport with Customer & Reporting
- Went Onsite (Melbourne) for three months as a part of Knowledge Transition and passed on to team to enable them to handle calls & emails
- Managed to stabilise the Service Desk operations with continuous effort and team work
- Continuously working towards the improvement of team members with respect to vocabulary and the call handling skills
- Have reduced and maintained minimal call abandon rate through continuous team availability planning
Information Process Associate
Tata Consultancy Services
Pune
06.2015 - 06.2018
- Managed a team of 20 members, handling user escalations, creating various reports and dashboards for the customer
- Review the orders done by team members and remediating the orders if and when required by troubleshooting with the customers and also giving appropriate feedback to the team member
- Maintained good rapport with customers and keeping them well informed with their respective order status
- Scheduled technician appointments for the customers for their connection
- Handled different reports to analyse the fallouts of the orders and then remediating the same
Senior Customer Care Associate
WNS BPO Ltd
Pune
11.2008 - 06.2015
- Company Overview: (Aviva UK Life Insurance)
- Sending them their Policy details, Plan reviews and updating them with their plan status
- Updating the system with their appointed IFAs /Agencies
- Updating system with the Bank assignment /Cessation of Interest details
- Dealing with the Decrement & Increment of their Current Sum Assured/Premiums
- Sending Tax related information to the clients
- Dealing with the enrolment of new policies, sending terms & conditions, illustrations as per the underwriter decision and activation of the policies
- Training new joiners
- Maintaining and preparing various training reports, attendance & leave tracker, performance data, and End to End analysis report
- (Aviva UK Life Insurance)
Technical Associate
Tech Mahindra Ltd
Pune
11.2007 - 11.2008
- Worked for the UK based telecom giant BT Retail which provides PSTN connection to the residential and business EU and I deal with the billing related queries & issues of residential EU’s
- It’s an end to end solution provider and we provide solution to the EU who is having any billing query or dispute tries to solve it online within the defined SLA and Quality and tries to give 100% productivity
- Handling task related to pending compliance training modules of British Telecom Managers
- Arranging Face to face & Audio meetings for British Telecom Managers
- This includes following tasks:
- Reminding the Managers of BT to complete their compliance training modules and failure of which is to be escalated to their superiors
- Booking rooms and equipment like LCD projector, Flip Chart required by the managers for their meetings in the rooms
- Arranging meetings by contacting all the individuals (Managers) via phone and allocating the suitable time slots for them for the meeting with their manager
- Booking Web conferences for BT managers
- Working on CRM tool i.e
- GMA (Geneva Management Application) which is web based billing application and ONEVIEW which is oracle based application
- Deals with the telephony products and resolve billing issues
- Working for BT retail residential user (WLR3)
- Understanding complaints and requests
- Raising orders as per requirements
- Refunding the disputed amount back to the customers
- Communicating to the customer for resolving their billing disputes
Education
Bachelor of Science - Botany And Environmental Monitoring And Management
DB Pamba College
Kerala, India03-2004
Skills
- Continuous Service Improvement
- Service Delivery & Developments
- Service Management (Problem, Change, Knowledge, Event & Incident)
- Data Analysis
- Process Documentation & Standardization
- Skill Set:
- Service Excellence, Service Assurance, Transition & Delivery
- Service Integration & Management (SIAM)
- Operational Support & Analysis
- Job Summary: Tata Consultancy Services Ltd, Melbourne
- Service Management & Tools Lead (From Oct 2020 to till date)
- Leading a team who manages Change, Incident, Configuration Management along with SLA & Compliance reporting as per the contract
- Capacity Planning
- Supplier management
- Business Analysis
- Configuration Management
- Incident Management
- ITIL Expertise
- Availability Management
- Analytical Skills
- Excellent Communication
- Multitasking
- Adaptability
- Teamwork and Collaboration
- Relationship Building
- Trend Analysis
- Problem-solving abilities
- Professional Demeanor
- Problem-Solving
- Interpersonal Communication
- Time Management
- Time management abilities
- Client Relationship Management
- Written Communication
- Decision-Making
- Professionalism
- Goal Setting
- Effective Communication
- Analytical Thinking
- Risk Assessment
- Attention to Detail
- Organizational Skills
- Problem-solving aptitude
- Continuous Improvement
- Interpersonal Skills
- Reliability
- Service Level Management
- IT Service Continuity
- Service Strategy Development
- Task Prioritization
- Adaptability and Flexibility
Timeline
Service Management & Tools Lead
Tata Consultancy Services Ltd
10.2020 - Current
Service Desk Lead
Tata Consultancy Services
06.2018 - 10.2020
Information Process Associate
Tata Consultancy Services
06.2015 - 06.2018
Senior Customer Care Associate
WNS BPO Ltd
11.2008 - 06.2015
Technical Associate
Tech Mahindra Ltd
11.2007 - 11.2008
Bachelor of Science - Botany And Environmental Monitoring And Management
DB Pamba College
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