Scribd
Upload
25 views

Manisha C - Project Manager

Uploaded by

mehaboob.shakir
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
25 views

Manisha C - Project Manager

Uploaded by

mehaboob.shakir
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 2

ManishaChougule

PROFESSIONAL SUMMARY
A highly skilled IT professional with 13 years of overall experience in
Incident/Change/Problem and Project Management. Experienced in understanding
the ITIL process and procedures. I strive to continue learning and apply my
extensive knowledge and customer focusing experience to meet evolving business
needs, contribute to strategy, and deliver improvements

WORK HISTORY
CONTACT SIAM MANAGER(ITSM/ITIL) 02/2022–12/2023
Capgemini Technologies -Pune, India
Pune,India411041

918308804211  Responsible for implementation of ITIL processes including project management


 Define and measure KPIs for all processes
[email protected]  Monitor and measure the effectiveness of the ITIL processes and make
recommendations for continual service improvement which in turn add to a
stable IT production environment
 Involved in managing any complex IT incidents along with the Problem
SKILLS
Management team
 Positive Attitude  Documenting process and procedures in accordance with ITIL standards.
 Advanced critical thinking  Ensuring the Service Desk, Infrastructure and Applications work in collaboration
 Adaptability to change to mitigate any risk that is observed in the production
 Willingness to learn and help others  Reviewing availability and capacity reports for the applications and
learn Infrastructure to avoid any risk to the production environment
 Understands triggers, interfaces
and links between Incident, Problem ITIL Consultant 11/2020 - 02/2022
and Change Management processes Cognizant Technology Solutions -Pune, India
 Good analytical and problem-
solving skills with excellent  Conducting an ITIL assessment to identify gaps and opportunities for
communication – excellent improvement in existing ITIL processes
reporting & presentation skills, and  Help business in adopting the ITSM/ITIL framework by providing guidance on
proficient call management best practices
 Collaborate with business leaders to align IT services with overall business
objectives and drive strategic growth
 Defining and Reporting KPIs for all the ITIL processes
 Facilitate integration of service management tools with processes and SLA KPIs

INCIDENT AND PROBLEM MANAGER 12/2016 - 11/2020


Infosys -PUNE, India

 Responsible for day to day Service Desk operations and incident management as
per ITIL process
 Manage production issues and coordinate with the support groups , business
and stakeholders until resolution
 Regular communication to stakeholders on incident progress, impact and
resolution
 Lead and managed weekly problem review meetings along with making
important decisions related to problem management
 Guide a critical incident to its resolution as quickly and completely as possible,
managing the resources, plan and communication involved in the resolution
SENIOR QUALITY ANALYST 07/2015 - 12/2016
Concentrix -Pune, India
 Continuous Improvements (Six Sigma) and Best Practice
 Conducting Training, briefings for quality improvement and process update with
documentation and sign offs from the Team Leads
 Preparing Quality Report / publishing TNI Reports to the stakeholders

QUALITY ANALYST 10/2012 - 06/2014


Concentrix -Bangalore, India

 Conducting team meetings, sharing the updates from the clients, and
highlighting the performance of the team
 Conduct training and provide feedback addressing client service performance,
product knowledge and call productivity
 SLA Tracking and Reporting and analysis of service delivery performance
metrics

TECHNICAL SUPPORT ASSOCIATE 04/2010 - 08/2011


Dell International Services -Bangalore, India

 Resolve all issues & ensure customer satisfaction as a frontline agent handling
SA tech support
 Implemented process improvements to achieve zero defects, faster turnaround
and reduced partner escalations

TRAINER 06/2007 - 10/2009


Jetking Training Institute -Belgaum, India

 Conducted technical training and coaching


 Assist in improving the training content by liaising with experienced developers,
for better learning outcomes

EDUCATION
BACHELOR OF ENGINEERING: Electronics & Communication,2007
Visvesvaraya Technological University -INDIA

CERTIFICATIONS

PRINCE2 Agile Foundation Certificate


PRINCE2 Agile Practitioner Certificate
ITIL4 Certified
Certified Scrum Master
Six Sigma Green Belt
EXIN Certified SIAM Professional

You might also like