SYSTEMS ANALYST | INTEGRATION SENIOR ANALYST
NTT DATA IPS Pvt Ltd.
Total years of experience :8 years, 8 Months
Oversaw the design, implementation, and maintenance of IT service management processes, including incident, problem, and change management to optimize service delivery and user satisfaction.
Collaborated with cross-functional teams to identify and address service improvement opportunities, drove continuous process enhancements, and provided technical leadership and mentoring to team members.
Developed comprehensive operational documents, including Standard Operating Procedures (SOPs), to streamline workflows and ensure consistency in operations
Managed and coordinated the response to critical IT incidents, ensuring swift resolution and minimal impact on business operations, through effective incident management practices and protocols.
Headed cross-functional incident response teams, including technical specialists and stakeholders, to promptly assess, escalate, and resolve major incidents according to predefined procedures and service level agreements (SLAs).
Conducted post-incident reviews and analysis to identify root causes, recommend preventive measures, and drive improvements in incident management processes, tools, and communication strategies.
Regularly participated in Change Advisory Board (CAB) meetings, actively contributing to decision-making and advocating for effective change management protocols.
The primary point of contact for IT application support at University Hospitals of Leicester managed user accounts via Active Directory, drafted broadcast emails during major outages, and collaborated effectively with both onshore and offshore teams.
Facilitated projects from initial planning to execution, ensuring they were closely aligned with the organization's goals and adhered to industry ITIL standards and best practices.
Additionally, I prepared root cause analysis reports for breached tickets, ensured compliance with Incident/Request and Change Management standards, and oversaw training and mentoring initiatives while preparing monthly task rosters for the team.
Enhanced service levels for global shared systems such as E-mailing Office 365, Active Directory, Networking, and Internal SharePoint, ensuring optimal functionality.
Strengthened communication links between global system admins and regional administrators to facilitate smoother operations and collaboration.
Facilitated a team responsible for Service Desk (SD) and End-User Computing (EUC) operations, ensuring efficient resolution of IT support tickets and timely delivery of EUC services. Delivered remote assistance for software installation and troubleshooting, ensuring smooth operation of systems.
Provided guidance and on-site assistance to newly onboarded team members, aiding in their seamless assimilation into operational workflows.
I have completed a Mini project in HR Training and Development and post interview, secured an 85% score (Top 10).