Kavita J. Email & Phone Number

Sydney, New South Wales, Australia

• Current responsibilities includes wearing multiple hats to perform different roles such as working as Engagement Manager, Project Manager, Pre-sales, Resource Manager & Practice Lead.
• Workshop with Customers from various domain such as banking, financial, health etc.,
• Understanding their business process & their respective use cases to achieve the business outcomes,
• Gathering those business requirements to develop in lower instance by translating them in technical… Show more Current responsibilities includes wearing multiple hats to perform different roles such as working as.
• Gathering those business requirements to develop in lower instance by translating them in technical requirement/design,
• Engage customers in multiple workshops demonstrating the functionalities and features of ServiceNow, gathering high level requirements from customers, managing end to end execution of SN projects in an agile way.

Melbourne, Victoria, Australia

• Responsibilities:
• Collaborate with the leadership as a strategic advisor to design and mature existing ITSM processes for both IT and Business Services to align with the ServiceNow platform.
• Assist key stakeholders to define standard use cases, review, refine and document requirements and other business needs of existing and target customers that clearly articulate desired product functionality.
• Provide road map and strategy around ITSM tool to align with business… Show more Responsibilities:
• Provide road map and strategy around ITSM tool to align with business requirements.
• Work with business stakeholders and business partners to ensure that requirements are met, and deliverables are made in a timely fashion.

Melbourne, Victoria, Australia

• Responsibilities:
• Gathered business requirements from business stakeholders & transformed them into user stories.
• Wrote and reviewed user stories, use cases, and created process flows.
• Created ServiceNow business requirements and designed documents as output from facilitating requirement gathering workshops and liaised with ServiceNow developers.
• Wrote test scripts and performing test script validation, bug/defect finding, performing UAT and ORT testing, and supporting the… Show more Responsibilities:
• Wrote test scripts and performing test script validation, bug/defect finding, performing UAT and ORT testing, and supporting the customer with testing.

Bengaluru, Karnataka, India

• Role:
• Establish an operational governance framework covering internal IT Services and vendors in line with the ITIL framework.
• Take ownership of all operational processes (e.g. Service Catalogue, Incident Management, IT onboardingapprovals) and implement/standardize processes to govern IT Services
• Monitor IT requests and incidents logged in the ITSM tool to ensure aged tickets are being addressed in a timely manner.
• Collect, analyze data and produce… Show more Role:
• Collect, analyze data and produce consolidated/dashboard reporting covering the whole technology landscape with key focus on availability and capacity management

Bengaluru Area, India

• Role:
• Leading a team of Analyst and Technical specialists in implementing, sustaining, and improving enterprise service management processes in alignment with ITIL with strong management skills.
• Work closely with operations teams, service owners, process owners, and leadership to identify enterprise process related issues and risks, develop mitigation and improvement action plans, and recommend and justify.
• Work closely with operations teams, service owners, process owners, and leadership to identify enterprise process related issues and risks, develop mitigation and improvement action plans, and recommend and justify.
• Travelled to US & UK Delivery Centers for Process review meetings, Handover, Workshops and Team Building activities.
• Represents the Team on enterprise level process related matters with service owners and process owners.

Bangalore

• Role:
• Troubleshoot, diagnose and route problems with outages for applications in production Server & Network.
• Prioritize and schedule tickets and issues. Record, track, and document the help desk request problem-solving process (including all successful and unsuccessful actions taken). Ensure final resolution of the issue.
• Logging and prioritization all Requests for Change (RFCs) with all required information to an appropriate standard and presentation of daily and weekend Change… Show more Role:
• Logging and prioritization all Requests for Change (RFCs) with all required information to an appropriate standard and presentation of daily and weekend Change Schedules.
• Facilitate and monitor the progress of Systems and Application Hardware, Software and Microcode changes to various Yahoo environment, through the ITIL Change Management process.

Noida Area, India

• Role:
• Coordinate activities by change management, business continuation, vendor management and problem management for return to service and problem mitigation and assure 24/7 service availability.
• Communicate and work with Project Manager to define metrics, performance goals and risk analysis.
• Make sure the all critical and major incidents are addressed within SLA and OLA response and sending out the critical alerts for such incidents.
• Audit major service interruption… Show more Role:
• Audit major service interruption tickets for appropriate prioritization, technical and business domain accuracy, and service level metrics.

Bangalore

• Role:
• To log any customer related issue as ticket in the ticketing tool (BMC, Temip etc.).
• Assign it to the concerned department’s queue.
• Follow up with the upper level towards the resolution of the issue.

Master Of Technology (M.Tech.), Information Technology, A

M.Tech (IT) Karnataka State Open University – Mysore with 86% in 2012

Bachelor Of Technology (B.Tech.), Information Technology, A

B.E (IT) from Sambhram Institute of Technology - Bangalore affiliated to Visvesvaraya Technological University - Bangalore with 78% in 2009