Priyanka Dutta

Current Responsibilities -

IT Service Management Governance & Project Management

• Developed complete business plans and operational strategies for new and existing business for 2 of the leading UK Insurance & 1 leading Construction Companies
• Managed team of over 30+ across locations
• Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
• Performed statistical analyses to gather data for operational and forecast team needs.
• Established and maintained relationships with key stakeholders for growth opportunities and successful partnerships.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Leveraged on-site observation and personal interviews to identify team and individual strengths.

Change Management -

• Associated as IT change manager in service management office - for US Insurance Customer
• Review Changes, assess risk & impact
• Ensure no unauthorized changes in environment
• End to end coordination of Change requests within infrastructure & applications
• Conduct Change Advisory Board meetings
• Maintain operating procedure documents & attend customer review meetings
• Conduct internal & external training sessions for Change , Incident asset & Configuration Management database management process
• Attend customer review & governance meetings to discuss operational issues
• Manage and coordinate IT Service management Management service improvements including Change, Incident, problem, Asset & CMDB
• Prepare weekly & monthly reports based on controls

Audits -

• Manage end to end internal & external audits from IT Service Management perspective
• Define controls and connect with Auditors, Senior Management & customer for review
• Evidence gathering
• Prepare Control design & control evidence document
• Present IT Service Management controls walkthrough with external auditors
• Conduct training session based on audit feedback
• Attend review meetings with external auditors
• Attend review meetings with TCS governance and highlight gaps
• Instigate service improvements based on audit feedback

Process integration with ITSM Tools team- (Transition & Transformation)

• Data gathering & reconciliation of data to integrate service catalog within IT Service Management tool
• Experience in Process & tool integration in ServiceNow, Assyst,CCM.net and ESP+ ITSM tools
• End to end coordination with tools support team to implement service catalog
• Change, Incident , Problem , asset & CMDB Management module set up in ITSM tool (ServiceNow & ESP+
• Data collection, data validation for correctness, CMDB reconciliation regarding Incident, problem, service request & Change management module in ITSM tool
• Suggest Service enhancements & attend automation review with ITSM tools
• Report automation scoping, analysis & consultation meetings coordination with ITSM tools team

Critical Incident Management -

• Critical incident & problem management
• Attend customer review meetings
• Prepare & maintain standard operating procedure (SOP) documents
• Trend analysis of incidents to ensure continuous service improvements
• Service delivery within agreed timelines
• Manage internal & customer escalations
• Conduct knowledge gap meetings & maintain knowledge base
• Prepare weekly & monthly SLA reports

Asset & CMDB Management

• Inventory management
• Internal audits & reconciliation of data for stock compliance
• Perform audits for software & hardware assets
• Perform quarterly audits of software assets for usage and availability
• Manage procurement, labeling, maintenance and decommissioning of hardware assets

IT Service Management Transition Manager

• End-to-end design and implementation of IT Service Management processes and tool
• Consecutively two successful Customer facing Speaker in IT Service Management Due Diligence with leading UK Insurance customer at Onsite
• Customer facing IT Service Management Speaker over Video Conference as Transition Manager for Leading USA insurance customer
• Delivered services to customer locations within specific timeframes
• Proved successful working within tight deadlines and fast-paced environment.
• Used critical thinking to break down problems, evaluate solutions and make decisions
• Completed documentation, recognizing discrepancies and promptly addressing for resolution
• Managed time efficiently in order to complete all tasks within deadlines.
• Gained strong leadership skills by managing projects from start to finish

IT Service Management Process Definition & Implementation

· Incident Management

· Major Incident Management

· Problem Management

· Change Management

· Release Management

· Knowledge Management

· Service Catalog

· Service Level Management (SLM)

· Asset & CMDB Management

• Service Level Agreements and KPI parameters for all processes, including, response, resolution, Root Cause Analysis
• Defining SLA report template and attributes
• Defining Service Level Metrics for all processes
• Identifying roles, responsibilities, and process owners to be involved in process
• Defining process for document updating cycle a
• Defining quality parameters as per audit requirements
• Definition and documentation of process and the integration of process with IT Service Management tools- ServiceNow & ESP+
• SLA definition and Report structure formation and its integration with ITSM tool
• Asset & CMDB scoping, data collection & data validation Inventory management for software & hardware assets
• Define process for software asset & license management
• Define process for hardware asset. procurement, Labeling maintenance & decommissioning process for hardware assets
• Vendor coordination for asset management
• Update CMDB & manage Integration of CMDB with ITSM tool
• Define internal audit frequency for stock compliance
• Setting up Service Desk process connecting with senior management and customer, base data collection
• User Acceptance Testing for ITSM tool and training trainers
• Base data collection for Service Catalog integration with ITSM tool according to the process, perform test and production implementation
• Engaging with Senior management and customer for any issue which needs addressing and mitigating which acts as hindrance towards transformation activities
• Cultivated interpersonal skills by building positive relationships with others.

• Managed time efficiently in order to complete all tasks within deadlines for 2 of leading UK & 1 US Customers
• Managed end to end internal & external audits from IT Service Management perspective
• Excellent communication skills, both verbal and written
• Define controls and connect with Senior management & customer for review
• Evidence gathering
• Prepare Control design & control evidence document
• Present IT Service Management perspective controls walkthrough with external auditors
• Conduct training session based on audit feedback
• Attend review meetings with external auditors
• Attend review meetings with governance and highlight gaps
• Instigate service improvements based on audit feedback

• Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination.
• Developed project management roadmap to define project objectives, timelines and milestones.
• Led and assisted technical upgrade projects for 2 of leading UK Insurance clients by working and coordinating with consultants and developers for integrations.
• Identified plans and resources required to meet project goals and objectives.
• Achieved project deadlines by coordinating with contractors to manage performance.
• Met project deadlines without sacrificing build quality or workplace safety.
• Monitored project performance to identify areas of improvement and make adjustments.

Service Delivery Manager - Operations & Governance

• Worked with leading UK & US Insurance customer & One of the Leading UK Construction Companies to select third-party vendor for IT infrastructures
• Maintained in-depth knowledge of local-area service market, applying data on competition and service areas to enhancing commercial outreach efforts.
• Maintained proper staffing levels to guarantee timely and accurate deliveries.
• Met with business leaders to better understand IT issues that negatively impacted businesses
• Contributed to internal and external account reviews.
• Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals
• Worked with vendors to schedule daily pickups and weekly deliveries

IT Service Delivery - IT L1.5 Service Desk, End User Computing & User Access Management Lead

• Scoping, data gathering and end to end coordination for first Gen outsourced global service desk and End user computing as per ITIL standards
• Trend analysis of incidents & service requests to ensure smooth transition of service desk from onshore to offshore
• Understanding touch support & remote access model to transition the activities
• Attend Knowledge sessions with customer on hardware & software troubleshooting, understand their infrastructure and applications
• Ensure knowledge transfer to offshore team - Lead knowledge play back sessions with customer at onshore
• Organize training sessions across service desk & end user computing associates - Attend knowledge sessions with customer on floor and analyze the nature of support for smooth transition of services
• Attend customer review meetings, evaluate customer feedback and instigate service improvement
• Attend site visits at onshore and gather data to analyze touch support model
• Attend hardware training sessions in customer labs to analyze their logistic issues & resolution as a part of transition
• Work on alert management as a part of monitoring services and ensure knowledge transfer to offshore team
• On the job interaction with customer user base as part of last phase of transition Set up process according to ITIL standards
• End to end coordination with Service Now ITSM tools team to integrate process with ITSM tool
• Manage escalations related to Service desk & EUC along with touch support Desktop team at onshore
• Ensure service delivery within agreed timelines Prepare & present necessary reports in weekly & monthly customer reviews
• Conduct weekly knowledge gap meetings with customer counterpart to ensure there are no roadblocks in service delivery
• Perform trend analysis of incidents & service requests to instigate service improvements
• Coordinate with stakeholders to plan and implement service improvements Attend weekly meetings with Service Now ITSM Tools team to work on enhancements, service improvements and automation in tool Analyze customer feedback to ensure continuous service improvements
• Set up Command Centre (Event Management) process
• Define User Access Management process or joiner leaver & movers
• Integration of access management process with IT Service Management tools - Service Now & ESP+
• Reconciliation of data, Managing Employee module in IT Service Management tools -Service Now & ESP+

• Assisted leading USA customer in identifying issues and explained solutions to restore service and functionality
• Managed 50+ Calls in a single day with 20% sales rate over the phone
• Translated complex technical issues into digestible language for non-technical users.
• Used ticketing systems to manage and process support actions and requests.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Managed high levels of call flow and responded to IT Service Delivery technical support needs.
• Documented support interactions for future reference.
• Responded promptly to incoming sales leads and requests for technical support.
• Monitored systems in operation and quickly troubleshot errors.
• Configured hardware and granted system permissions to new employees.
• Generated reports to track performance and analyze trends.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Installed, configured and maintained computer systems and network connections.
• Diagnosed and troubleshot hardware, software and network issues.
• Helped streamline repair processes and update procedures for support action consistency.