Krritika Singh Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Bengaluru Area, India

Working in Professional Services team. Leading a team of Technical Consultants for the implementation of SapphireIMS products (ITSM, ITAM, CMDB, Patch Management, BSM) in an On-premise and SaaS model.Functional consulting on the design and implementation of SapphireIMS ITSM tool for different ITIL processes including Incident, Change, Problem, Service Request.Planning and prioritizing the deliverables based on customer's immediate requirements.Inspecting and adapting changes in project scope within the schedule.Conducting the Project Kick-off Meeting for high level Scope and Timeline Review and Stakeholder Management discussion.Preparing the Scope of Work.Conducting Training and UAT.Measuring project performance using Project Plan, Action Item Tracker, Project Dashboard and SapphireIMS.Performing risk management to minimize project risks.Reporting and escalating to management as needed.Managing the relationship with the client, vendors / third parties and all stakeholders.Keeping clients informed of every stage through Project Plan, Action Item Tracker and Project Dashboard.

Bengaluru Area, India

Worked on Tools Transformation Projects for global customers. Tools implemented were Moogsoft, Nimsoft, MyXalytics, MS SCORCH, ServiceNow (ITSM, CMDB, SAM), Optibot Healing Station, Lucy.Successfully implemented fast track project of ServiceNow (IM, PM, CM, SRM, KM) in 2 months wherein the standard timeline was of 4 months.Implemented Moogsoft (manager of managers) for multiple global customers as centralized event management tool to deliver event management services and perform function of event suppression, event aggregation and event correlation.Implemented MyXalytics as a Unified Reporting Product providing Analytics, Capacity, Performance, Availability, SLA Management and Service Impact into one console with personalized widget.Conducted daily / weekly /monthly reviews at project toll gates to track project progress & ensured predictable, consistent, and successful project deliveryConducted Project Kick-off Meeting, Onsite Workshops, UAT and Training.Ensured resource availability and allocation.Developed Scope of Work for the project.Developed a detailed project plan to track progress.Used appropriate verification techniques to manage changes in project scope, schedule and costs.Measured project performance using Project 2016 and Proview.Performed risk management to minimize project risks.Reported and escalated to management as needed.Managed the relationship with the client, vendors / third parties and all stakeholders.Created and maintained comprehensive project documentation e.g. Project Plan, Project Charter, Project Dashboard, RAID Tracker.Kept clients informed of every stage through reports, meeting minutes, and other forms of communication.

Noida, Uttar Pradesh, India

Managed the help desk staff to ensure consistent and high quality service to the customer's end users in line with all SLA’s and KPI’s.Maintained an effective and efficient help desk tightly linked with customer business objectives.Ensured continuous improvement of services provided to customer end users.Acted as technical liaison between help desk, and customer business groups.Maintained technical skill continuity and consistency of help desk staff.Developed improvement programs based on the results of customer survey and other measures to meet agreed levels.Ensured operational excellence of the help desk. Implement Escalation process.Implemented & maintained staffing and scheduling for help desk. Ensure that necessary staffing is there to provide adequate coverage and maintain SLA.Worked with Application and Infrastructure Development teams to ensure a smooth transition of new h/w and s/w into support by the help deskIncludes preparation of help desk staff to support new technology.Maintained skills inventory of help desk analysts.Evaluated technical skills.Developed and maintained Training Plan.Worked closely with Team Leads & SDM to perform RCA and value add analysis.

Noida, Uttar Pradesh, India

Provided comprehensive desktop and laptop support to BT and Sprint end users.Ticketing and routing to support groups.Published team performance dashboard.Prepared training documents.

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

Education record

Education record