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Vinita Sajwan

Service Management Consultant SERVING NOTICE PERIOD | ITIL 4 certified | Emirates ID Holder | Incident | Change | Problem | Configuration | SOX Audits | Operations Management Expert

Noida

12+ years of work experience

Accenture in India
Mar 20242 yrs 4 mosPresent

Noida

Leading Service Management (Incident, Change, Problem, Configuration) for multiple clients ensuring operational stability and ITIL compliance. SPOC for external SOX audits with successful audit outcomes and compliance adherence. Conducted weekly internal audits to improve governance and process maturity. Managed stakeholder communication, service reporting, and governance reviews. Led operations review meetings driving service improvement initiatives. Implemented predictive analytics for Incident Management to reduce recurring incidents. Collaborated with tools team in implementing Change Verdict Management automation tool improving change assessment efficiency and quality.
NTT DATA
Apr 20222 yrs 1 moApr 2024

Increased change success rate through risk and impact assessment of change requests before CAB approval. Accelerated change approvals by authorizing standard/minor changes and coordinating CAB for high-risk changes. Led CAB meetings to ensure controlled and risk-mitigated production changes. Reduced ageing change backlog through proactive tracking and timely closures. Improved audit compliance via monthly change audits and team training sessions.
HCL Technologies
Sep 20218 mosApr 2022

Noida, Uttar Pradesh, India

HCL Technologies
May 20201 yr 4 mosAug 2021

Noida, Uttar Pradesh, India

Wipro Limited
Apr 20155 yrsMar 2020

Noida Area, India

• Managing the process to restore normal service operation as quickly as possible to minimize the impact on business operations. • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process. • Responsible for communicating with the Incident Process Owner. • Point of contact for all Major Incidents. • Responsible for the effective implementation of the process "Incident Management" and carrying out the respective reporting procedure. • Represent the first stage of escalation for Incidents. • Monitor the incidents to ensure that the Service Level Agreement are respected. • Identify, initiate, schedule and conduct incident reviews. • Ensure the closure of all resolved and end-user confirmed Incident records. • Provide guidance to the Incident Process Coordinators. • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable. • Sending communication to Business/Stakeholders about the Critical and Major Incident with exact Business and Customer Impact. • Lead troubleshooting coordination on incidents to mitigate impact and to fastest possible resolution. • Incident handling as per Incident Management Processes and make sure Incident is Managed and Handled within SLA. • Ensure that the Incident record is fully updated prior to Problem Management handover. • Effectively handling Technical / Non-technical queries which are raised by the clients.
Wipro Limited
Apr 20141 yr 1 moApr 2015

Bangalore

• Coordinated with the field engineers and the technical team. • Participated in technical services transfer in coordination with business technology teams. • Communicated with all technical team members regarding daily and weekly updates on issues. • Implemented procedures for development and maintenance of operational processes for CAS based storage system (Centera). • Provided technical assistance to the L1 team . • As a SAN admin, my duties covers troubleshooting network, managing and maintaining fabric switches (Brocade) and SAN Storage (EMC VMAX3). • Attended day-to-day problems on 24x7 call support. • Experience in working on Brocade 8510 & 6510 Switches. • SAN Experience includes SYMCLI, SMC, Navisphere manager, Fabric Manager/Device Manager, • Unisphere Manager. • Coordinated with vendor (EMC) for hardware replacements. • Experience on Storage provisioning, Raid creation, LUN creation, Meta LUN, Masking. • Experience in Managing activities like Zoning, Port allocations and Troubleshooting on Brocade switches. • Experience on VMAX Storage Provisioning. • Experience of Configuring and maintaining Thin Provisioning on Symmetrix storage arrays for simplifying storage management processes and improving storage capacity utilization. • Knowledge on Business continuity tools like SRDF/Sync, SRDF/Async, Time Finder/Mirror, Clone, Snap in Symmetrix. • Effective interpersonal skills, work well as a team member with people at all levels of an organization and of various cultures. Equally capable of working independently.

Education

Electrical & Electronics, Electrical and Electronics Engineering

Graphic Era University

20094 yrs2013
Doon International school

12th, Science

Doon International school

20072 yrs2009

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Headline

Service Management Consultant SERVING NOTICE PERIOD | ITIL 4 certified | Emirates ID Holder | Incident | Change | Problem | Configuration | SOX Audits | Operations Management Expert

About

Results-driven IT Service Management professional with with 11+ years of experience in ITIL processes including Change, Problem, Major Incident, and Configuration Management. Expertise in service governance, SOX audits, SLA management, predictive incident analytics, and AI-driven automation for change assessment and ticket quality improvement. Known for leading service management operations, improving process compliance, and driving continuous service improvement initiatives.

Location

Noida

Work experience

Tech architecture specialist at Accenture in India, Mar 2024 - Present · 2 yrs 4 mos, Noida, Leading Service Management (Incident, Change, Problem, Configuration) for multiple clients ensuring operational stability and ITIL compliance. SPOC for external SOX audits with successful audit outcomes and compliance adherence. Conducted weekly internal audits to improve governance and process maturity. Managed stakeholder communication, service reporting, and governance reviews. Led operations review meetings driving service improvement initiatives. Implemented predictive analytics for Incident Management to reduce recurring incidents. Collaborated with tools team in implementing Change Verdict Management automation tool improving change assessment efficiency and quality.

Account Services Specialist at NTT DATA, Apr 2022 - Apr 2024 · 2 yrs 1 mo, Increased change success rate through risk and impact assessment of change requests before CAB approval. Accelerated change approvals by authorizing standard/minor changes and coordinating CAB for high-risk changes. Led CAB meetings to ensure controlled and risk-mitigated production changes. Reduced ageing change backlog through proactive tracking and timely closures. Improved audit compliance via monthly change audits and team training sessions.

Technical Specialist at HCL Technologies, Sep 2021 - Apr 2022 · 8 mos, Noida, Uttar Pradesh, India

Senior specialist at HCL Technologies, May 2020 - Aug 2021 · 1 yr 4 mos, Noida, Uttar Pradesh, India

Change , problem & Major Incident manager at Wipro Limited, Apr 2015 - Mar 2020 · 5 yrs, Noida Area, India, • Managing the process to restore normal service operation as quickly as possible to minimize the impact on business operations. • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process. • Responsible for communicating with the Incident Process Owner. • Point of contact for all Major Incidents. • Responsible for the effective implementation of the process "Incident Management" and carrying out the respective reporting procedure. • Represent the first stage of escalation for Incidents. • Monitor the incidents to ensure that the Service Level Agreement are respected. • Identify, initiate, schedule and conduct incident reviews. • Ensure the closure of all resolved and end-user confirmed Incident records. • Provide guidance to the Incident Process Coordinators. • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable. • Sending communication to Business/Stakeholders about the Critical and Major Incident with exact Business and Customer Impact. • Lead troubleshooting coordination on incidents to mitigate impact and to fastest possible resolution. • Incident handling as per Incident Management Processes and make sure Incident is Managed and Handled within SLA. • Ensure that the Incident record is fully updated prior to Problem Management handover. • Effectively handling Technical / Non-technical queries which are raised by the clients.

Storage Engineer at Wipro Limited, Apr 2014 - Apr 2015 · 1 yr 1 mo, Bangalore, • Coordinated with the field engineers and the technical team. • Participated in technical services transfer in coordination with business technology teams. • Communicated with all technical team members regarding daily and weekly updates on issues. • Implemented procedures for development and maintenance of operational processes for CAS based storage system (Centera). • Provided technical assistance to the L1 team . • As a SAN admin, my duties covers troubleshooting network, managing and maintaining fabric switches (Brocade) and SAN Storage (EMC VMAX3). • Attended day-to-day problems on 24x7 call support. • Experience in working on Brocade 8510 & 6510 Switches. • SAN Experience includes SYMCLI, SMC, Navisphere manager, Fabric Manager/Device Manager, • Unisphere Manager. • Coordinated with vendor (EMC) for hardware replacements. • Experience on Storage provisioning, Raid creation, LUN creation, Meta LUN, Masking. • Experience in Managing activities like Zoning, Port allocations and Troubleshooting on Brocade switches. • Experience on VMAX Storage Provisioning. • Experience of Configuring and maintaining Thin Provisioning on Symmetrix storage arrays for simplifying storage management processes and improving storage capacity utilization. • Knowledge on Business continuity tools like SRDF/Sync, SRDF/Async, Time Finder/Mirror, Clone, Snap in Symmetrix. • Effective interpersonal skills, work well as a team member with people at all levels of an organization and of various cultures. Equally capable of working independently.

Education

Electrical & Electronics, Electrical and Electronics Engineering, Graphic Era University

12th, Science, Doon International school