Sangeetha Dilip Email & Phone Number

Clermont-Ferrand, Auvergne-Rhône-Alpes, France

End to End management of the processes Change, Release and Service Request Define the global Change ProcessCommunicate toward stakeholders & Service Desk when neededLead CAB & ECABManage the overall reportingManage Service Request Design process from Specifications to MTP of all Service requests in the OrganisationCoordinate all Major Applicative releases

Clermont-Ferrand, Auvergne-Rhône-Alpes, France

CHANGE, RELEASE and PROBLEM MANAGERWorked with various projects with different client partners of Wipro Limited primarily on Change, Release, Incident and Problem Management Processes.

Bengaluru, Karnataka, India

• Started my career in TESCO HSC as a Service Desk Analyst, IT engineer for the UK IT service desk Catering to head office/ depot users and Tesco Bank (UKBANK & TPF domains) on system related Issues.• Rendered support to third party company Steria associated with Tesco on systems related issues within Citrix.• Managed User accounts on active directory• Grasped a new responsibility in ITIL Process team that managed Problem management, Change Management and Release Management Process across the Tesco Infrastructure.• Identified the process gaps and suggested various Improvements. Chaired CAB meetings, performed RCA Analysis on SEV 1 Incidents, and coordinated all Application, functional and operational releases with various teams. Documented the release report. Ensured all the releases are well prepared with successful testing, business approvals and implemented with a Change record• Documented Known Errors, workarounds and updated and managed KEDB.• Produced weekly and monthly statistical reports of the team performance with periodical updates to stake holders on problem, change and release status.

Bengaluru, Karnataka, India

• First Level technical support for the users from USA for any internet related issues.• Assist on computer hardware, software or network related issues, troubleshoot Routers, modems, wireless connection, LAN Problems.• Raise incidents for second level support on failure of FTF.• Provide update on the incidents and Requests• Assist the callers to troubleshoot the issue. Get the issue resolved or escalate it to higher level of support or to advise a repair.