Saltanat Sayed Email & Phone Number

Pune, Maharashtra, India

As a Project Manager:★ Spearhead the planning and rollout of ITSM tool Remedyforce to all staff users across all support groups across the globe ★ Steer data gathering, validating and planning the execution of configuration and customization of Remedyforce tool for ITSM ★ Comprehend Architecture Requirements and ensure active Design, Development, Validation and Support activities★ Lead the documentation of Epic, Features, User Story and Tasks for the ITSM modules★ Handle a cross support team and third-party vendor teams to lead the program delivery milestones★ Enable project increment planning, sprint planning, daily scrum and sprint retrospective ceremonies with all stakeholders ★ Responsible for producing the artifacts Product backlog, Sprint backlog, Burndown chats to the leadership within stipulated timeframe ★ Document and validate the Transformation processes in handing over the entire deliverables to the BAU – Support teamsAs a Senior Consumer Support Analyst:★ Analyze ITSM activities of the platform and offer feedback loop to development teams on operational gaps or resiliency bottlenecks★ Promote and employ sustainable incident response and blameless postmortems★ Aid daily operations with key focus on triage and conduct root cause by comprehending the business implications of the products★ Improve systems sustainably through mechanisms like automation and evolve systems by exploring changes that improve reliabilityAs a People Manager:★ Key involvement in employee life cycle management including interviewing, hiring, training, coaching, motivation, discipline, performance appraisal, conflict resolution, and the administration of human resource policies and programs★ Oversee, mentor and train staff members on a regular basis within the customer service department and BizOps, while developing superior customer service skills ★ Ensure performance goals are fulfilled, and guide teams, resolve critical concerns to staff in need of assistance

As a Principal, IT Services:★ Oversee end-to-end ITSM process in line with the ITIL framework and recommend improvements pertaining to the process, design and few more factors to steer accountability of service owners and vendors for their business services/ application★ Key engagement across Operational Excellence, for IT Service management processes entailing leading the projects and tracking the tasks until completion★ Coordinate with the Service Owners for process gaps and ensure requisite corrective actions are implemented★ Presented “Major Incident Handling Procedure” for handling all P1/P2 incidents★ Develop KPI / OLA and measure the success of the KPI for Incident/problem and change management scorecards along with report areas of improvements★ Direct the Change Management activities and act as the CAB manager★ Administer the scheduling/ organizing meetings for CAB members to get specific RFCs based on the nature of the RFC & authorizing satisfactory changes, either alone or after a CAB or ECAB has taken place★ Conduct review of all outstanding RFCs, review change records to determine any trends and closing RFCs★ Present proactive and reactive methods of problem management process, training various teams involved★ Create KPI’s to measure the success of the KPI through scorecards★ Work closely with cross functional teams and vendors to create a quality root cause analysis to curtail repeat failures★ Uphold and apprise Known Error Database (KEDB) with accurate information★ Chair the weekly meeting with Leadership team to share the provide transparency and monitor the performance of IT services to the Business

Pune, Maharashtra, India

Growth Path:Staff Technical Support Analyst | May 2015 - Sept 2017Technical Support Analyst | Jun 2013 – May 2015 Associate Technical Support Analyst | Mar 2011 – Jun 2013Key Result Areas:★ Lead end to end enterprise level implementation project for new knowledge base practice introduced in BMC Remedyforce★ Made sure that the goals of the Incident Management process are accomplished; restore normal service as soon as possible based on customer perspective and within defined SLA★ Steer major incident management by following ITIL® framework and Prince2® Project management concepts, while keeping all the key stakeholders updated★ Utilize RCA technique to track the bug breeding grounds and hand them over to the Devops teams and ensure suitable resolution of the issues from check-in till check-out★ Curtail the number of Changes through implementation of proactive process-based management practices like standardization of processes, inclusive documentation resulting in improved control on the impact of service quality related changes★ Key member of resource management, formulate and deliver programs for up-skilling of the team members, thus improving the overall competence and efficacy of the function on products like BMC AR System (Server/Mid-Tier/RKM); oversee ITIL® practices including asset management, service level management, configuration management, risk management, change management etc.Key Achievements★ Introduced the Triage Queue in Incident Management which resulted in reducing the backlog by 30% and increasing the customer satisfaction by 7% in two quarters★ Recipient of the “Back to Basics” Award in year 2014 in recognition of “Leading Indicators Audit” process.★ Commenced “Shift Left”, customer self-help program, focusing on user help videos, knowledge article development and attachment, and SME contribution to community posts ★ “Shift Left” initiative resulted in the reduction of “How To “incidents by 11% over a year

Cdac (Diploma In Advanced Computing)

Masters In Computer Management (M.C. M)

Master Of Science In Physics

Bachelor Of Science In Physics