Parna Banerjee

• Spearhead ITIL-driven Service Management initiatives, optimizing Application Infrastructure and End User Computing (EUC) for enhanced operational continuity.
• Champion project management methodologies to align IT service delivery with business objectives, ensuring timely and budget-compliant project execution.
• Enhance service quality by leveraging advanced analytics tools (SNOW, Power BI) to monitor performance metrics and implement effective Service Improvement Plans (SIPs).
• Direct multi-tier support operations (L1-L3), consistently achieving SLA and KPI targets to elevate customer satisfaction.
• Streamline Service Integration & Governance processes, facilitating efficient Service Introduction and fostering cross-functional collaboration.

• Manage the full demand lifecycle, leveraging advanced forecasting techniques and strategic capacity planning to boost operational efficiency.
• Strategically prioritize projects to align with organizational goals, ensuring optimal resource utilization and maximizing project outcomes.
• Champion ITIL best practices, fostering a culture of continuous improvement in service delivery and project management methodologies.
• Collaborate with diverse teams to proactively identify and mitigate risks, enhancing project execution and delivery timelines.
• Analyze data trends to inform decision-making, driving informed strategies that enhance service management and project success.

• Led successful project transitions, guaranteeing smooth handovers and uninterrupted service delivery.
• Conducted Service Delivery client calls, fostering dialogue on key service metrics such as availability, Service Level Management (SLM), and Capacity Management.
• Developed and executed robust procedures, standards, and control measures that effectively reduced risks and boosted operational efficiency.
• Advocated for enhancements in Configuration Management Database (CMDB) accuracy, contributing to improved data integrity and service reliability.
• Collaborated cross-functionally to align IT service management practices with project management methodologies, driving overall service excellence.
• Ensured compliance with ITIL best practices, optimizing service delivery and project outcomes.

• Spearheaded Root Cause Analysis (RCA) initiatives, driving proactive Problem Management strategies to elevate service reliability in IT environments.
• Oversaw the Known Error Database (KEDB), creating detailed workaround documentation to optimize operational efficiency.
• Developed and implemented Service Improvement Plans (SIPs) that enhanced service performance and increased client satisfaction metrics.
• Realized a 30% decrease in repeat incidents by employing rigorous RCA methodologies and governance frameworks.
• Collaborated with cross-functional teams to align IT service management practices with project management goals, ensuring seamless service delivery.

• Spearheaded the Change Management lifecycle, expertly chairing CAB and eCAB meetings to uphold compliance standards and drive operational excellence.
• Created and managed a Forward Schedule of Change (FSC), significantly reducing risks linked to conflicting deployments and enhancing project timelines.
• Ensured all change initiatives adhered to stringent audit and compliance frameworks, including SOX, ISO, and ITGC standards, maintaining organizational integrity.
• Partnered with Service Delivery and Problem Management teams, leading to a marked decrease in change-related incidents and fostering a culture of continuous improvement.
• Leveraged strong communication and leadership skills to facilitate cross-functional collaboration, driving successful IT service management and project outcomes.

• Championed IT Service Management strategies, driving operational excellence in a dynamic 24x7 environment.
• Orchestrated the resolution of critical P1/P2 incidents, employing thorough root cause analysis to significantly reduce future occurrences.
• Managed a high-performing global support team, adeptly handling over 15K tickets monthly while sustaining exceptional service quality.
• Enhanced key performance metrics, including MTTR, FCR, and CSAT, achieving consistent SLA adherence and elevating user satisfaction levels.
• Transitioned into IT Project Management, leveraging strong analytical and leadership skills to oversee project lifecycles and deliver successful outcomes.