Priyanka Kumar
Burlington,ON
Summary
Dynamic ITIL Process Owner with more than 10+ years of experience optimizing IT service delivery through the implementation and enhancement of ITIL frameworks. Proven track record of driving process improvements, reducing incident resolution times, and enhancing service quality. Skilled in project management, stakeholder communication, and team leadership.
Overview
14
14
years of professional experience
1
1
Certification
Work History
First line Technical Customer Service Executive for ISP
Hutchison 3 global Service, India
- Troubleshooting for Internet Service Provider in UK
- Striving to achieve high Customer Satisfaction and Quality
- Providing a one stop solution to the callers and achieving ‘FIRST CALL RESOLUTION’
- Worked with Ticketing tools like Remedy.
First line Technical Customer Service Executive for ISP
IBM Daksh, India
- Troubleshooting for Internet Service Provider in UK
- Providing Best Customer Service Experience in the World
- Escalating to second level if required
- Worked with Ticketing tools like Remedy, Peoplesoft.
ITIL Process Owner|Incident and Problem Management
Capgemini
01.2022 - Current
- Led the implementation and maintenance of ITIL processes, including Major Incident Management, Incident, Problem, Change, and Configuration Management working in SIAM model
- Created reports and trend charts in ServiceNow for KPI reporting and improvement tracking
- Collaborated with cross-functional teams to define process workflows, roles, and responsibilities
- Conducted regular process reviews and audits to identify areas for improvement and ensure compliance with ITIL best practices
- Developed and delivered ITIL training sessions for IT staff to promote understanding and adoption of ITIL principles
- Improved incident resolution time by 25% through the implementation of proactive problem management techniques
- KPI and SLA management
- Successfully managed the transition of ITIL processes during company mergers and acquisitions.
Bridge Service Manager & Team Manager for a Netherland Based Customer
Atos IT Services India
06.2016 - 11.2021
- People Management, Rostering the team, appraisals and performance review, recruitments, Financials etc
- Leading a team of 50 professionals
- Being a SPOC for Transitioning new business into current operations
- Providing monitoring solution to the customer to ensure stable customer environment
- Quality and KPI Management across the board delivering towards the customer
- Defining and writing Process Documents as per ITIL Framework
- Working with tools such as Remedy, ServiceNow, PowerBI
- Providing Process trainings
- Working on CSI’s using A3, Ishikawa, Swin lane methodologies.
Change Manager for Internal IT team in Poland
Atos IT Services Poland
09.2014 - 06.2016
- Managing all the changes throughout the change lifecycle
- Responsible for Change process documentation and keeping it up to date
- Liaising with all necessary parties to coordinate change building, testing and implementation, in accordance with schedules
- Updating the change log with all progress that occurs, including any actions to correct issues and/or to take opportunities to improve service quality
- Analyzing change records to determine any trends, anticipated business risk, financial implications
- Deciding over the participants list for CAB meetings
- Chairing CAB meetings
- Closely working with the technical teams to understand the 7R’s of Change Management and Conducting PIR for changes.
Lean Navigator Global Business Optimization and improvements
Atos IT Services Pune, India
03.2013 - 03.2014
- Worked with different teams and projects for lean implementation
- Understand the existing project and its processes
- Data gathering from the management and perform different analysis such as contracts, SLA’s, Demand & Capacity analysis, Productivity Variability, Root Cause analysis using Ishikawa Methodology
- Waste Analysis based on real time observations
- Find out root cause for each problem and solution for the same
- Come up with realistic improvement potential which can be achieved
- Strategize the improvements based on the time taken to achieve them
- Set up SMART KPI’s for the team and track the progress or take corrective actions
- Implementation of the improvements, contact demand country or end customer if required
- Address and reach out to every employee in the team covering the Lean program and resolve or establish connections between management and employee
- Update the progress and present to the stakeholders, managing stakeholder expectations
- Contributing towards change management and spread Lean thinking
- Driving continuous improvement mindset within the Leaned team.
Change coordinator for Banking Domain
Atos IT Services Mumbai, India
08.2010 - 03.2013
- Issuing change schedules
- Following up for change approvals from interested parties
- Raising change requests
- Reviewing implementation plans for changes
- Approving or rejecting changes.
Education
Master’s in Business Administration - undefined
01.2014
Skills
- ITIL Framework (Incident, Problem, Change, Release, Configuration Management)
- IT Service Management (ITSM) Tools (eg, ServiceNow, BMC Remedy)
- Project Management Methodologies (Agile, Waterfall)
- Stakeholder Management
- Continuous Improvement and Process Optimization
- Team Leadership and Development
- Strong Analytical and Problem-Solving Skills
- Excellent Communication and Presentation Abilities
Certification
- ITIL 4 Managing Professional Transition Certified.
- ITIL Intermediate Certificate in Operational Support & Analysis
- ITIL Intermediate Certificate in Release Control and validation
- ITIL Intermediate Certificate in Planning, Protection and Optimization
- ITIL Intermediate Certificate in Continual Service Improvement
- ITIL V3 Foundation Certificate
References
Available upon request
Status in Canada:
I am a PR
Timeline
ITIL Process Owner|Incident and Problem Management
Capgemini
01.2022 - Current
Bridge Service Manager & Team Manager for a Netherland Based Customer
Atos IT Services India
06.2016 - 11.2021
Change Manager for Internal IT team in Poland
Atos IT Services Poland
09.2014 - 06.2016
Lean Navigator Global Business Optimization and improvements
Atos IT Services Pune, India
03.2013 - 03.2014
Change coordinator for Banking Domain
Atos IT Services Mumbai, India
08.2010 - 03.2013
First line Technical Customer Service Executive for ISP
Hutchison 3 global Service, India
First line Technical Customer Service Executive for ISP
IBM Daksh, India
Master’s in Business Administration - undefined
- ITIL 4 Managing Professional Transition Certified.
- ITIL Intermediate Certificate in Operational Support & Analysis
- ITIL Intermediate Certificate in Release Control and validation
- ITIL Intermediate Certificate in Planning, Protection and Optimization
- ITIL Intermediate Certificate in Continual Service Improvement
- ITIL V3 Foundation Certificate
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