Madhuri Patra
Montreal,Quebec
Summary
Results-driven ITSM professional with 10+ years of expertise in process design, development, and management. Adapt at implementing IT service management practices integrated with emerging technologies. Seeking a challenging role to utilize my skills and contribute to the success of an organization. In-depth understanding of ITIL practices and hands-on experience with ServiceNow. Demonstrated ability to lead major incidents, facilitate process improvements, and ensure compliance with policies and procedures. Currently seeking new opportunities in areas of IT support, Service management and Operations & Administration.
Overview
1
1
Certification
Work History
Service Management and CoE Lead
Tata Consultancy Services Pvt. Ltd
- SIAM certified professional with experience of transforming and managing multi-vendor environment and implement cohesive processes and governance
- Managing Implementation of ServiceNow with Common Services Data Model
- Carrying out maturity assessments for Tools and Service Management areas.
- Developing and managing products and process documentation to help support and evolve new processes.
- Drive team projects,reporting and metric development,partnering with functional leads to provide coordination and analysis .
- Built, maintained, and owned ITSM process reporting, ensuring data accuracy and optimizing data sources.
- Maintain major incident statistics, ensuring timely follow-up on associated tasks to meet organizational objectives and facilitated Post Incident Reviews for problem analysis.
- Managed changes through IT Change Management lifecycle, ensuring adherence to policies, accurate recording, scheduling, and control
- Assist in governing third-party providers and managing vendor relationships, ensuring adherence to agreed service levels and contractual obligations
- Contributed to continual refinement of ServiceNow platform and change process, enhancing enterprise product and service delivery
- Developed Service Level Agreements (SLAs), Operating Level Agreements (OLAs), and underpinning contracts to meet business KPIs and operational requirements
- Promote and support the deployment of Service Management process to all groups interacting with Configuration Management, Incident Management, Request Fulfillment Management, Change Management, Problem Management, Knowledge Management
- Managing Weekly, Monthly & Quarterly Governance calls for Customer
- Evaluated suppliers to maintain cost controls and improve operations.
- Established and maintained relationships with key stakeholders for growth opportunities and successful partnerships.
Service Desk Team Lead
Tata Consultancy Services Pvt.Ltd
- Leading the transition team for IT Help desk,NOC and ITSM Operations for Major Airline
- Managing all service monitoring,reporting and service cost for production systems for key stakeholders
- Ensuring that IT Help desk is excellent deliverer for customer service
- Contributed to and delivered improvements that support the continuous improvements of processes and controls within the team and adopting ITIL best practices wherever possible.
- Leading and coaching the IT Service Ops team to ensure all objectives are achieved,individual developments plans and goal agreement are developed for direct reports and performance is measured and exceeded,
- Introduced new methods, practices, and systems to reduce turnaround time.
- Providing self-help and user guides for end-users to help reduce unnecessary direct contact with IT Help desk
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Education
Bachelor of Electronics & TeleComm. -
KIIT University
05.2011
Skills
- ITIL4
- ITIL Version 3 Foundation
- SIAM
- Scrum Master
- TCS Agile Coaching Level2
- Lean Six Sigma
- Windows 7
Certification
Digital Transformation Strategies and Roadmap
IT Service Management Consulting
IT Service Integration and Management
ITSM process design, development, and management
Major incident management and coordination
Post Incident Review (PIR) and problem resolution
Scrum Framework
Change management lifecycle management
Performance management, KPIs, and reporting
Trend analysis and recurrence reduction
ITIL Framework Documentation
Customer Service People Management/Team Management Stakeholder and Vendor Management
IT Service Desk [New Setup and Existing both]
Standard Operating Procedures Document Creation and Review
Leadership Abilities
Timeline
Service Management and CoE Lead
Tata Consultancy Services Pvt. Ltd
Service Desk Team Lead
Tata Consultancy Services Pvt.Ltd
Bachelor of Electronics & TeleComm. -
KIIT University
Similar Profiles
Devi Raj Prem Kumar DoddiDevi Raj Prem Kumar Doddi
Business Analyst /Functional Analyst at Tata Consultancy Services Pvt LtdBusiness Analyst /Functional Analyst at Tata Consultancy Services Pvt Ltd
Vitthal DhanureVitthal Dhanure
Assistant Consultant at Tata Consultancy Services Pvt. Ltd.Assistant Consultant at Tata Consultancy Services Pvt. Ltd.
Nupur SharmaNupur Sharma
Automation Test Lead at Tata Consultancy Services Pvt. Ltd.Automation Test Lead at Tata Consultancy Services Pvt. Ltd.
K K A R U P P A Y AK K A R U P P A Y A
Senior Process Associate at Tata Consultancy Services Pvt LtdSenior Process Associate at Tata Consultancy Services Pvt Ltd
Ava LaunesAva Launes
Cast Member at CineplexCast Member at Cineplex