Priyanka Kumar Email & Phone Number

Burlington, On, Ca

1) Driving improvements across the ecosystem, driving process maturity programs by identifying the gaps and creating a Service Improvement Plan (SIP). 2) Owning the processes and conducting process trainings across the technical and service desk teams. 3) In-depth knowledge about ITIL Process such as Incident, Major Incidents, Problem, Change, Knowledge, capacity and availability management.4) Conducting daily review of KPI’s and backlog.5) Hosting weekly review meetings with stakeholders and monthly service review meetings with senior leadership.6) Managing escalations related process and improve customer satisfaction.

Pune/Pimpri-Chinchwad Area

Engaged with clients to identify service requirementsEnsured adherence to service level agreements through consistent performance monitoring.Maintained seamless operations by engaging with various departments.Led a team of 50 professionals consisting of L1, L2, L3 technical teams and Service Management teams effectivelyStreamlined integration of new business into ongoing operationsImplemented effective monitoring strategies to maintain customer environment stabilityOversaw comprehensive KPI tracking ensuring optimal performanceCrafted ITIL-aligned process documentation.Utilized Remedy, ServiceNow, and PowerBI for various projects.Delivered detailed instructional programs on procedures.Utilized A3, Ishikawa, and Swimlane methodologies for continuous improvement initiatives.Directed service team to maintain high customer satisfaction levelsDeveloped and maintained relationships with customers, vendors, and suppliers.Monitored service performance metrics to identify areas of improvement.

Pune, Maharashtra

Worked as a Team Leader, heading a team of Incident, Problem and Change Managers for one of the Leading customers in Atos. We served a major customer in the BTN region. I have worked as a Lead Change Manager with an experience of 10 years focusing more on the service improvements. As a people manager I was responsible for overall performance of my team along with upskilling, motivating the team members to drive the service. I was also responsible for interviewing potential candidates to join my team. I had a customer-facing role, where I had to present the SLA, Gaps, CSI initiatives to the customer taken by my team. Delivering trainings around the ITIL processes to various teams and I really enjoyed doing that.Please feel free to contact me on my linkedIn profile or drop an email.

Pune

Worked as a Lead Change Manager for an extremely critical and demanding customer in the Netherlands. I worked closely with the customer to align the change requirements and get them implemented on time.Continuous Improvement and Automation was the major goal.My Role Includes:• Playing a key role in the Transition of customer landscape into the process requirements of the new contract • Managing changes across landscapes such as SAP, Network, Windows, Cloud Linux etc• Creating a Maintenance Calendar for the Customer for different landscapes.• Planning and co ordinating Large changes which are High Risk and Impact.• Participating in the Customer CAB meetings.• Reporting using tools such a CLIP and InfoHub.• More of customer facing role as a Change Manager• Defining and writing Process Documents as per ITIL Framework.• Working with tools such as Remedy and ServiceNow.• Ensuring Timely delivery of changes• Processing Urgent and Emergency changes• Chairing the technical CAB meetings• Attending as a presenter in the Monthly Service Review Meetings with the Tower Head and SDM.• Training team members on the change process

Poland

Managing all the RFC's,Reviewing, Approving or Rejecting changes, Chairing CAB meetings, Reviewing Process documentation and making necessary recommendations and alterations to the process. Risk analysis, Collaborating with the technical team. Updating process documentation, Standardization of changes, Maintaining up to date standard change catalogue ,updating the change schedule, chasing change approvals

Pune

My role was to optimize the process by removal of wastes and adding value to the customer by using the Lean techniques. Spreading the Lean methodology in the organization was our ultimate goal as an organization.

Mumbai Area, India

Worked as a change coordinator for a multinational bank. My responsibilities involved change coordination activities such as raising, reviewing, approving or rejecting changes. Chasing for approvals.Coordinating with the engineers to ensure there is lowest minimum impact to the business since it was banking environment, it was highly critical.

Master Of Business Administration (M.B.A.), Human Resources Management And Services

Bachelor Of Commerce (B.Com.), Commerce

Activities and Societies: Chorus, Yoga, Skits, Dance, Sports