Saras Jain Email & Phone Number

Navi Mumbai, Maharashtra, India

Analyze existing ITSM processes to identify inefficiencies, bottlenecks, and areas for improvement. Design, develop, and implement streamlined IT service management processes based on industry bestpractices (e.g., ITIL framework). Define quality standards and benchmarks for IT service delivery in collaboration with relevant stakeholders. Develop and implement quality assurance processes to ensure compliance with standards and regulations(e.g., ISO/IEC 20000). Conduct regular audits and assessments to evaluate adherence to quality standards and identify areas forimprovement. Develop and implement change management processes to effectively manage changes to IT systems, services,and processes. Assess the impact of proposed changes on ITSM processes, services, and stakeholders. Coordinate with change advisory boards (CABs) to review and approve change requests based on predefinedcriteria. Communicate changes to relevant stakeholders and ensure proper documentation and knowledge transfer. Define, negotiate, and manage service level agreements (SLAs) with internal and external stakeholders. Monitor service performance against SLAs and initiate corrective actions as needed to meet service leveltargets.

Nagpur, Maharashtra, India

Project ManagementCoordination and Execution:Collaborate with internal teams and external partners for seamless project execution.Facilitate effective communication and alignment among stakeholders.Resource Management:Ensure resource availability and proper allocation to meet project requirements.Project Monitoring and Reporting:Meticulously track project plans, identifying deviations promptly.Escalate critical issues to management.Client Relationship ManagementBuilding Strong Relationships:Foster strong ties with clients and relevant stakeholders.Conduct client meetings to gather detailed project specifications.Escalation Management and Service Delivery OversightDay-to-Day Service Delivery Operations:Direct service delivery, ensuring adherence to SLAs and KPIs.Manage client escalations and oversee complaint resolutions.Major Incident Process Ownership:Coordinate communication and status reporting during critical incidents.Operation Management and Continuous ImprovementIdentify Enhancement Opportunities:Analyze data and trends to enhance services.Implement ITIL best practices for continuous improvement.Performance Reviews and Governance Controls:Evaluate metrics and maintain operational excellence.

Nagpur, Maharashtra, India

Investigated system issues and implemented resolutions to reduce downtime.Act as the primary country contact for users on all escalations, incidents & requestsupportsProvided the KT session to new Joiners about the project & made them prepare tomeet their initial working profile, job requirements & reviewed their worked onweekly basis to uplift their performanceInvolved in the interaction with the Major incident team to allocate the correctpriority to impacted & urgent issues on siteRepresented the service desk team in the other team interaction meet to discuss thedaily based operation, SLA record, complain tickets status etc in order to improvisethe process to match the project goal efficientlyWorked as a service desk representative & involved in the participation of incidentmanagement & problem management discussion meet