Preethi Prakash Email & Phone Number

Bengaluru, Karnataka, India

India

 Managed the process that identifies and implements significant Continuous Improvement opportunities to support division and corporate objectives. Configured Tool Enhancements using Service-Now tool used in ITIL Management. Worked with ServiceNow developers in fulfilling CSI Initiatives. Deep functional knowledge of the ServiceNow platform as well as experience delivering basic to advanced ServiceNow implementations. Provided assistance in removing roadblocks and barriers to drive improvements through to completion. Verified if improvement initiatives are proceeding according to plan and introduced corrective measures whenever necessary. Provided leadership and support to operations and implemented continuous improvement and production excellence initiatives. Completed event planning, performed pre-work, facilitated teams, and supported initiative closure and follow up. Actively coordinated with multiple technical domains. Developed standards of performance based on process innovation and best-in-class practices. Created account specific SOPs, forms, and Standard work of Operations. Proactively challenged and sought-after technical teams to improve the processes related to CSI to meet changing service demands. Ensured effective communications and information dissemination on Continual Service Improvement within the service and between other service and customer areas. Managed the preparation, development, and communication of the completed process improvement to leadership and technical teams. Involved extensively in detailed process documentation, process maps, and training materials. Provided mentoring, coaching, and training to support the use of continuous improvement methodologies and tools Responsible for problem solving, risk mitigation and contingency planning at a global operations level.

Bangalore

• Rated Top Performer several times; received recognition from Account Service Delivery Managers in the US.• Personally requested by senior management to lead a deteriorating client account, and successfully turned it around within a month.• Determined requirements, designed, wrote, and trained associates on ITIL processes, resulting in the successful on-boarding of new joiners.• Developed client-facing materials and delivered training material for various clients.• Supported the interview process.• Developed business cases, presentations, and reports for senior management. • Developed and presented to leadership a monthly Problem Management review on activities, metrics and KPIs.• Demonstrated various techniques and documentation to streamline PM Proactive Process.• Maintained consistent communication between Clients, Service Delivery Managers and the Team to ensure information was clear, well-defined, and understood.• Implemented enhancement in problem analytics specifically in root cause determination, data analysis and problem trending.• Collaborated with cross functional teams and vendors to create a quality root cause analysis to minimize repeat failures.• Optimized Problem Management service to deliver quality outcomes that lead to high levels of customer satisfaction.• Maintained appropriate Problem Management training material and process documentation.• Identified and implemented improvements to services by enhancing the linkage with other ITSM services.• Coordinated cross functional meetings to determine root cause of problems and improve workflow processes.• Partnered with multiple groups to implement solutions of known errors and increase efficiencies.• Developed and implemented ITIL best practices processes and procedures.• Played an integral role in the process of determining causes for impact to availability and their ultimate resolution. Drove project implementation plans that enhanced system reliability.

Bangalore

• Document, standardize, and optimize current processes within the Data Center and Network Operations Center (NOC).• Develop future state process flows based on ITIL SM and identify organizational impacts.• Review and obtain approval of completed processes with appropriate stakeholders.• Provide leadership to implement processes and facilitate successful adoption of processes within the IS organization. • Worked closely with operations to monitor and improve service delivery functions.• Proven experience in IT Operations, Infrastructure, and IT Support in a large, transaction-oriented Data Center.• Experience documenting, formalizing, and optimizing ITIL Service Management processes.• Expert in process documentation - both for new business requirements and modifications of existing process maps. Single handedly completed a project of revising 40 odd process maps for the operations team.• Involved in training new batches for ITIL process, received appreciation for training skills for entire period of training.• Expert at streamlining operations, increasing efficiency, and improving overall quality.• Involved in recommendation and trouble shooting for any complex operation issue • Involved in day to day discussions with offshore team related to the task delivery, defects and fixes.• Expert in ITIL process implementation and design for both internal and external customer requirements.• Monitor and, track SLA metrics, and generate reports, trends & dashboards.