Pratibha Singh
Leamington Spa
Summary
Professional with nearly 15+ Year of experience in managing end-to-end IT Projects with focus on Identity & Access Management, Service Delivery & Client Prince 2 & Safe Agile certified
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Project Consultant
Jaguar Land Rover
12.2019 - Current
- Drive and support the tactical and strategic evolution of IT Service Design & Transition by defining, owning, and delivering proactive initiatives
- Own and manage the Service Design & Transition framework for either a specific business service area or a portfolio of programs
- Business areas split into Manufacturing & Logistics, Marketing Sales & Service, Product Creation and Corporate Services
- Ensure that the projects and programs are clear on their gateway responsibilities as they progress through IT governance and that these are appropriately defined and delivered
- Ensure vendor partners are appropriately engaged and prepared to support new/changed services, both during transition and in the BAU organization
- Undertook end to end business process reviews from an Employee Experience perspective
- This resulted in refining processes and increase staff engagement
- Experience of delivering an excellent customer service, via telephone, email and various other channels an open, flexible and supportive approach to change and innovation
- Managed IT Support, including people and processes, and experience in change management processes are optional, but preferred
- Ensured that new technology or upgrade projects that have been handed over to the support desk are effectively incorporated into ongoing operations in an efficient manner
- Successful implementation of software projects using either Agile methods (SCRUM) or V-Model
- Provide accurate and timely management information, to include but not limited to, activity reports, opportunity reviews, project forecast, KPIs etc
- Designed effective support models including multiple support teams and Third Parties
- Accountable for the governance of Service Design & Transition for either a portfolio of IT programs or a suite of technical business services
- Customer: Jaguar Land Rover
Service Delivery Manager
Jaguar Land Rover
12.2018 - 12.2019
- Responsible for designing, delivering, managing and improving all discrete activities, processes and vendors' services that support the delivery of IT services to business, while aligning with the organization's quality and compliance requirements to ensure the infrastructure systems remain Audit Ready (EHS, Financial & GxP)
- Responsible for service delivery, technical leadership, project management and execution to achieve customer satisfaction, operational and financial success
- Accountable for problem diagnosis and solutions documentation, implementation, administration, support, and maintenance of a variety of hardware, software, and network products applying globally defined processes around Configuration Management, Change Management, and Incident/ Problem Management
- Accountable for implementation and execution of the activities in line with company technical and quality standards and procedures with focus on continuous improvement of customer satisfaction
- Review and maintain security operations documentation, run books and technical solutions to carry out daily security operations under an ITIL framework
- Prioritise security events, work collaboratively, organise security operations personnel and represent the security team at meetings
- Take ownership of security detection/prevention systems to maintain accurate logs, automate processes, and ensure detection of suspicious/ malicious events
- Assist in supplier due diligence
- Develop, implement, and maintain an information security program that aligns with industry standards, best practices, and regulatory requirements, with a strong focus on ISO 27001
- Establish and oversee incident response procedures to promptly identify, assess, and respond to security incidents
- Lead investigations, coordinate remediation efforts, and document lessons learned for continuous improvement
- Business Analysis including capturing, documenting, and communicating business requirements to all stakeholders
- Vendor Management including chairing service and KPI reviews with 3rd party vendors for better products and services
- Relationship Management between Jaguar Land Rover UK and Tata Consulting Services (TCS)
- Collaborating with the IT Manager during IT strategy definition phase and execution for the market
- Adhering to country specific legal & policy requirements impacting IT including the stringent European based GDPR
- Working with the regional IT Managers to research country specific IT products, services, trends, and developments to ensure appropriate and effective IT deployment as and when required
- Involvement in global & regional change management activities such as a local CRM product launch, global SAP warranty rollout, Office 365, and Windows 10 deployments
- Local IT asset management involving forecasting and decommissioning plans for legacy hardware and applications
- Ensuring that Disaster Recovery & Business Continuity planning (BCP) is in place for upcoming projects as per company's standards
- Coaching and mentoring junior TCS members in Jaguar Land Rover UK region
Information Technology Operations Manager
Jaguar Land Rover
02.2017 - 11.2018
- Develop, coordinate, and execute formal customer meetings and communication plans to ensure alignment of status, expectations, deliverables on agreed actions and assignments
- Managing high level customer escalations from Site Managers and VIP users
- Develop, prepare, and deliver monthly and quarterly quality of service and performance reports
- Understanding service objectives and capturing business requirements through active listening and questioning techniques
- Exploring business process improvement opportunities by meeting stakeholders, field visits and working closely with the customer at their office location
- Enhancing the IT services by initiating new projects in various customer sites
- Responsible for creating and maintaining a trusted relationships with key stakeholders/site managers to ensure a smooth flow of information/support of IS processes
- Worked effectively with and influencing Commercial partners in a multi supplier/Vendor Environment to ensure services are delivered whilst achieving value for money
- Liaised with internal/external customers and partners in relation to operational account management, work collaboratively with partners to manage 'day to day' operational issues
- Ensured our partners produce clearly written Post Incident reporting within agreed SLAs, assisting with Problem Management initiated review sessions where possible
- Ensuring that Disaster Recovery & Business Continuity planning (BCP) is in place for upcoming projects as per company's standards
- SPOC (Single Point of Contact) for Business and Customer escalations relating to high profile events
- Providing input to simplify, improve and measure processes by delivering enhancements to the control environment, and the customer journey with input to design techniques and digital automation
- Providing valuable input into strategic platform re-engineering initiatives, reducing manual touch points and aligning tech delivery vs
- Business goals and wallet share optimization
- Effectively manage project resources to deliver to the project plan
- Providing input into initiatives to continuously improvement including the use of robotics, workflow and other innovative re-engineering techniques
- Communicate effectively within the commodities Operations program of activity in order to align activities and respond to conflicting timelines
- Liaise with internal and external technology teams & facilities partners to create an operating environment ready for go live
- Providing input into initiatives to continuously improvement by using robotics, workflow and other innovative re-engineering techniques
- Communicate effectively within the commodities Operations program of activity in order to align activities and respond to conflicting timelines
- Implements new technologies and procedures, delivers integration and configuration work and responds to complex problems
- Ensured resources are in place and manages the activities of staff, ensuring that they have the required information, equipment and tools necessary (i.e., schedules, procedure documentation, parts etc.) to complete projects
- Managed the operational relationships between suppliers and ensures potential disputes or conflicts are raised and resolved
- Acted as a liaison between other technical staff, management, users, and vendors regarding service requests, utilization, standards, security, and other specialty technical matters
- Provided expertise in the end user computing and infrastructure operations and is able to analyse, evaluate and diagnose complex specialty technical problems in a minimum period of time
Identity & Access Management Lead
Jaguar Land Rover
01.2016 - 01.2017
- Executed and tracked security process related activities including User ID (Admin account/Mainframe accounts) management
- Interfaced with various internal groups including Operations, Compliance, Risk Managers, Line of Business contacts, internal/external audit and Legal as necessary
- Worked with Business Unit Information Security Officers (BUISOs), system owners, and other IAM colleagues to address audit and regulatory related issues
- Developed the scope of the audit, which included determining our key objectives and the risk areas being assured and agreed this with the client in conjunction with Head of IA
- Evaluated and presented of overall findings and issues raised during the project and, in conjunction with the Senior Manager team, clear and timely communication of these to the client, to ensure that an agreed plan of action is reached
- Oversaw the Access Management support team provisioning 7X24 support of IAM programs and services including certification and security services, privileged and non-privileged ID
- Implemented the automation of user access activities including access request, approval, provisioning and deprovisioning, and certification/re-certification
- Defined Role Based Access Control (RBAC), Entitlement, and Segregation Of Duty models
- Successfully led initiative to introduce Scrum to corporate IT department of over 100
- Coached and mentored other team members in Scrum ceremonies and educated product owners in Agile
- Customer satisfaction on Agile-led projects increased by 23% in the first six months, benchmarked against non-Agile projects
- Administered all Agile/Scrum processes including sprint planning, daily scrums, sprint reviews and sprint retrospectives, coached team members and clients on
SOC Operations Lead
Jaguar Land Rover
01.2016 - 12.2016
- Developed roadmaps and participate in the standards process for Identity and Access Management (IAM) solutions
- Executed and tracked security process related activities including User ID (Admin account/Mainframe accounts) management
- Interfaced with various internal groups including Operations, Compliance, Risk Managers, Line of Business contacts, internal/external audit and Legal as necessary
- Successfully drive and delivered Identity and Access Management (IDM/IAM) initiatives from initial inception to implementation to operations
- Worked with Business Unit Information Security Officers (BUISOs), system owners, and other IAM colleagues to address audit and regulatory related issues
- Managed IT Support, including people and processes, and experience in change management processes are optional, but preferred
- Ensured that new technology or upgrade projects that have been handed over to the support desk are effectively incorporated into ongoing operations in an efficient manner
- Develop, prepare, and deliver monthly and quarterly quality of service and performance reports
- Collaborated on high level projects including mergers and acquisitions with the IT Operations Manager and Infrastructure Architect
- Explored business process improvement opportunities by meeting stakeholders, field visits and working closely with the customer at their office location
- Provided developmental support to members of the IT Support team through regular catch ups, identifying areas of growth, and creating appropriate training plans
- Collaborated with the IT Operations Manager regarding Service Improvement Initiatives
Digital IT Integrated Team Lead
Jaguar Land Rover
03.2013 - 12.2015
- Built relationships to support the implementation and embedding of an effective Risk Management Framework
- Developed and executed a comprehensive cyber security roadmap and strategy that aligns with goals and objectives
- Identify emerging threats and trends and propose proactive security measures to mitigate risks
- Compliance and Risk Management: Monitor and ensure compliance with relevant regulations, standards, and frameworks
- Conducted risk assessments, vulnerability assessments, and security audits to identify and address potential security weaknesses
- Security Incident Monitoring and Analysis: Monitor security systems, logs, and alerts to identify potential security incidents or breaches
- Perform thorough analysis of security events, conduct forensic investigations, and provide recommendations for mitigation and prevention
- Ensured all incidents and breaches are reported and managed in accordance with Group Policy seeking SME input where required
- Managed security alerts and incidents detected by the external Security Operations Centre (SOC) and all phases of alerts and incidents lifecycle
- Executed regular IT security maintenance and review like running checks on the application of security policies and procedures on accounts, privileged accounts, and IT assets, ensuring they meet security requirements and procedures
- Ensured that IT security operational tasks are performed effectively
- Reviewed and tested new IT solutions (new Infrastructure, services), during the design phase and before going live
- Participate in internal and external penetration test activities, managing related identified security actions identified during these tests
- Regularly run vulnerability assessments on IT Systems (clients, servers, application services) to identify security vulnerabilities and security mitigation actions
- Supported on the application of IT security standards, related to clients, servers, network appliances, cloud solutions and on-premises services
Operations Lead
Jaguar Land Rover
12.2010 - 02.2013
- Managed and prioritised tickets arriving on the L2 queue, either resolving them directly or re-assigning them to other support teams as required
- Responsible for the initial create out of the department - including recruitment, onboarding, knowledge transfer, identifying KPIs
- Contributed to incident resolution
- Understand moderate to advanced inquiries and lead problem resolution
- Coordinate across line teams to manage production incidents
- Aligned best practices and operational processes with global partners
- Adherence to procedures to maintain quality and professional
- Developed and executed the first successful disaster recovery test utilizing the off-site facility and five financial institutions to ensure they could process transactions
- Planned and coordinated all operational activities including management of service levels, new operating releases, and problem escalation
- Managed the facilities and ensured the environmental were within acceptable levels
- Documented all processes and procedures to ensure consistency and repeatable success
Identity Access Management Associate & OA
Jaguar Land Rover
01.2009 - 11.2010
- Monitored service requests received through the IT Service Desk to facilitate timely resolution
- Managed end user requests and act as liaison between end users and application developers
- Analysed customer problems & service requests and resolve them within agreed service levels
- Managed password management, password expiry, basic minimum password guidelines
- Transitioned 50+ projects into BAU team as a part of operational acceptance in Service Desk
- Worked proactively in identifying the top recurring incidents while attending daily service review calls to review Critical & High Incidents for previous business day
- Preparing known error documents based on Incidents Received, performing initiative-taking and reactive problem management
- Incident analysis, First and second-line customer liaison with the purpose of maximizing the first call resolution rate
- First and second-line support: remote and on-site support
- Recording & tracking incident information in SRM
- Recording & tracking Problem information in SRM
- Process requests for user access to applications and systems using predefined procedures based on contractual turnaround time requirements
- Manage Active Directory accounts for 30,000 - 35,000 users
- New User Account Creation
- New User Account Activation
- ID password Issuance - Password Resets
- User Deactivation
- Account lifecycle changes
- Account transfers and Moves
- Grant Email and AD Account Extensions
- Manage Incidents and ServiceNow tickets relating to Provisioning and Management of Accounts
Education
Bachelor Of Arts -
CSJM University
IndiaSkills
- IT Project Management
- Identity & Access Management
- Cyber Recovery Process
- Major Incident process
- Cyber Major Incident process
- Active Directory
- Sox Audits
- Windows 10 Migrations
- Service Catalogues
- Operational Acceptance
- Privilege Access Management
- Knowledge Management
- Security Groups
- Service Delivery Management (SLAs/KPIs)
- RAID Log Management
- Forecasting & Finances
- Requirement Gathering & Analysis
- Stakeholder Management
- Product Fix Deployment Cycle
- Service Transition
- Agile Project Management
- Waterfall Project Management
- Stakeholders Communication
- Relationship management
- Incident Management
- Change Management
- Problem Management
- ITIL Service Management
- Continuous Service Improvement
Certification
- PRINCE2 Foundation Certificate in Project Management
- ITIL4 Intermediate Certificate in Continuous Improvement
- ITIL Operational Support and Analysis
- ITIL Planning, Protection and Optimization
- Six Sigma Green Belt Certification
Eligibletoworkinuk
Yes
Highestlevelofeducation
Bachelor's
Personal Information
- Total Experience: 15
- Business Operations
- Information Design & Documentation
- Project Management
- Driving License: None
Timeline
Senior Project Consultant
Jaguar Land Rover
12.2019 - Current
Service Delivery Manager
Jaguar Land Rover
12.2018 - 12.2019
Information Technology Operations Manager
Jaguar Land Rover
02.2017 - 11.2018
Identity & Access Management Lead
Jaguar Land Rover
01.2016 - 01.2017
SOC Operations Lead
Jaguar Land Rover
01.2016 - 12.2016
Digital IT Integrated Team Lead
Jaguar Land Rover
03.2013 - 12.2015
Operations Lead
Jaguar Land Rover
12.2010 - 02.2013
Identity Access Management Associate & OA
Jaguar Land Rover
01.2009 - 11.2010
Bachelor Of Arts -
CSJM University
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