Shilpa Reddy Email & Phone Number

• Identifying system limitations & working with multiple teams of stakeholders to improve the process• Serve as an escalation point for customer concerns if/when they arise• Conducting monthly & quarterly operational meetings with the customer providing key observations, identifying risks & issues and areas of improvement• Manage the customer’s awareness of major business and IT issues, & help to prevent escalations• Develop Service Improvement plans for customers to demonstrate added value• Enforce standard methodologies, processes & tools & drive operational improvements & efficiencies through the implementation of rigorous process and controls, acts as a gatekeeper for quality• Ensuring that all customer requests & incidents are responded to & resolved within defined SLA’s• Contributing to the growth & improvement to Company's MS practice• Excellent all-round client facing skills with the ability to communicate technical information to a variety of audiences both face to face and over the phone• In-depth understanding of Service Management as per ITIL standards• Excellent interpersonal & business communication skills, with the ability to confidently work in highly responsive and collaborative team environments and effectively manage and influence senior leaders and a diverse range of stakeholders• Good business acumen and ability to negotiate with business stakeholders for desirable outcome• Strong customer orientation & able to manage customer expectations• Flexibility to adjust to multiple demands, shifting priorities, ambiguity, & rapid change• A can-do, responsible attitude, the ability to work autonomously and self-drive outcomes • Work efficiently, effectively & collaboratively with the team to achieve shared goals & accomplish business results• Adapting to & working in a complex environment. Attention to detail, dedication, & commitment towards the team• Ability to quickly recover from setbacks and apply mindset and behavioral agility to deliver business outcomes in a complex and ambiguous environment• Working experience with ITSM, monitoring tools, dashboards & other systems to support customers• Excellent verbal & written communication skills. Demonstrated experience with active listening and customer-focus• ITIL V4 Foundation certificate & ITIL Capability: OSA & RCV• Behavioral Trainings: Business Etiquette, Presentation skills, Business Communication skills• ISTQB Certified & Infosys Lean Six Sigma - Yellow belt certified• Logic Monitor Certified Associate certified

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  Oxford College Of Engineering, Bangalore

  Computer Science