Disha Saran
Ajax,Ontario
Summary
Results-driven ITSM Consultant with expertise in service transitioning, incident management, major incident management, problem management, change management, and release management. Dedicated to optimizing IT service delivery, ensuring seamless transitions, and implementing efficient processes. Seeking a challenging role where I can leverage my skills and experience to drive positive change and deliver exceptional IT services
Overview
7
7
years of professional experience
1
1
Certification
Work History
ITSM Process Lead
HCL Technologies
Noida, Uttar Pradesh
06.2015 - 04.2022
- Performed current assessment of IT environment and implemented ITIL/ITSM framework to deliver best practices and industry standards for service delivery; began project with ITIL/ITSM Service Strategy, Service Design and Service Transition phases creating and documenting end-to-end process flow.
- Implemented multiple ITSM modules: Incident, Change, Service Request, Asset, Configuration, Knowledge, Problem, Release, Capacity, Availability, and Service Level Management
- Integrated SRM with LDAP services for authenticating with remedy people information.
- Participated in discussions with multiple business units to ensure Service Desk CMDB contents and structures are aligned with other corporate processes and best practices
- Created forms, Views, Active Links, Filters, escalations, and menus (Workflow Objects)
- As an ITSM Lead ensured that the current AS IS process is being reviewed by annually for as part of service improvement plan
- Managed the team for ITIL processes in scope
- Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes
- Ensured key performance indicators are in place and the delivery targets (SLAs) are met
- Proposed the Service Improvement plans (SIPs), if possible to the Customer / Service Manager for future Service improvement.
Change Manager
HCL Technologies
Noida, Uttar Pradesh
06.2015 - 04.2022
- Created strategies to implement change effectively and execute planned strategies at an enterprise-wide scale.
- Training and coaching project managers and other business leaders in the organization to manage change in the company.
- Creating various performance metrics and analysis to see the progress of changes raised.
- Providing support to teams whenever necessary and ensuring proper Risk Assessment is being carried out
- Coordinating with different stakeholders and teams to implement changes.
- Working alongside the IT teams to make sure all risk management policies and strategies are in place for the change and ensure 90% compliance to the SLA’s.
- Conducting regular assessments to track the implementation of change.
- Failed Change Analysis is being done to ensure less failure
- Standard Changes are being assessed every quarter for successful implementation of the changes
Release Manager
HCL Technologies
Noida, Uttar Pradesh
06.2015 - 04.2022
- Ensuring Release are raised in the system as per the process defined timelines and at an inception of sprint. and planned accordingly
- Ensuring Task for respective team and implementation plan is in place before representing the change for the Release.
- Ensuring all the required approvals are in place.
- Ensuring that lesson learnt tracker is shared with team and improvements plan are being discussed with team.
- Ensured the key performance indicators (KPIs) related to the release management process. Generate regular reports and metrics to measure the effectiveness and efficiency of releases. Identify trends and areas for improvement.
- Ensured that as a Release Manager I Continuously evaluate and improve the release management process by identifying areas for optimization, automation, and efficiency gains.
Incident Manager
HCL Technologies
Noida, Uttar Pradesh
06.2015 - 04.2022
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Responding to a reported service incident, identifying the cause, and initiating the incident management process. Prioritizing incidents according to their urgency and influence on the business.
- Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
- Logging all incidents and their resolution to see if there are recurring malfunctions.
- Adjusting the incident management process as required to ensure its effectiveness. and communicating with upper management if major issues are found in the IT system.
- Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks. re assessing the Incidents and drove a 0 Incident approach
Problem Manager
HCL Technologies
Noida, Uttar Pradesh
06.2015 - 04.2022
- Process Consulting - Reviewed Problem Management process identifying areas that require improvement.
- Developed approaches to overcome various challenges faced during designing and implementation of the Problem Management process in accordance with customer requirements.
- Prepare Functional Requirement Specifications (FRS) after studying business needs and define detailed process scope based on those requirements.
- Streamline and optimize process efficiency by identifying key customer requirements and propose modifications to the existing problem process.
- Introduced proactive problem management utilizing recurring trend analysis, pareto analysis to detect and eliminate future problems.
- Using Problem Management techniques such as, 5-why, Ishikawa, etc. to identify and understand the underlying root cause, develop CAPA in collaboration with Service Owners, Incident Managers and Technical Teams.
- Continuously evaluate and review the process documents to ensure accuracy and address the identified gaps.
- Ensure agreed SLA/KPIs are achieved in a timely manner.
- Schedule process review meetings to bridge the gaps between client expectation and delivery to identify improvement areas.
- Prepare and publish Reports - KPI Performance, Monthly dashboards during the monthly and quarterly meetings with client as well as internal stakeholders.
- Monthly Auditing – participate in process audits to ensure quality compliance.
- Interface, partner, and work effectively with stakeholders across a diverse set of cultures, nationalities, race, age and sex.
- Coach and mentor the Associates on the team and conduct training sessions.
Education
Post Graduate Certificate - Big Data Analytics
Georgian College
Barrie, ON12.2022
Bachelors of Technology - Information Technology
Lovely Professional University
Barrie, ON05.2015
Skills
- Incident Management
- Problem Management
- Release Management
- Change Management
- Change Management Process
- Applicant Support and Service
- Trend Analysis
- Service Delivery
- Service Level Agreements
- Change Implementation
- Continuous Improvement Process
- Incident Reports
- Customer Service Process Improvement
- Scope Definition
- Decision-Making
Accomplishments
- Achieved 0 Incident Approach by introducing Alert Monitoring enhancement
- Achieved 100% SLA and KPI by ensuring all the process is governed monthly and weekly
- Received customer Appreciation for continuous achievement of SLA/ KPI
Certification
ITIL v3 Certifies
Six Sigma Internally Trained
Power BI Trained
Timeline
ITSM Process Lead
HCL Technologies
06.2015 - 04.2022
Change Manager
HCL Technologies
06.2015 - 04.2022
Release Manager
HCL Technologies
06.2015 - 04.2022
Incident Manager
HCL Technologies
06.2015 - 04.2022
Problem Manager
HCL Technologies
06.2015 - 04.2022
Post Graduate Certificate - Big Data Analytics
Georgian College
Bachelors of Technology - Information Technology
Lovely Professional University
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