Sangeetha MP

Asset Management & Service Fulfillment

• Design and execute asset management policies, procedures, and processes.
• Lead hardware asset management lifecycle activities including creation of assets, management of assets and disposal management of hardware assets.
• Provide expertise in ensuring that hardware assets are reflected correctly in ITAM / Hardware Asset Management platform repository.
• Assist in inventory management, procurement, shipment activities and liaison between IT Asset Management team and hardware vendors.
• Coordinate with other areas involved with management of IT Assets including Procurement, and Incident/Service fulfillment/Configuration Management to ensure that we are tightly aligned in full asset lifecycle.
• Coordinate & follow up with suppliers that integrate into asset lifecycle (vendor resellers and vendors of hardware and software).
• Responsible for operations of processes related to IT hardware asset life cycle management includes data analysis, exception identification, tracking and reporting compliances.
• Coordinate and chair tower meetings in support of all processes including identification and tracking of opportunities for improvement.
• Managing key relationships with peer roles within enterprise. This includes Business Application Owners, Service Catalogue Manager and Procurement representatives.
• Working with Software Asset Management team to publish authorized software in Service Catalog for end-user request and subsequent fulfillment.
• Periodically validate IT asset repository data accuracy and investigate discrepancies.
• Identify opportunities for cost savings, cost avoidance, software reuse, and software consolidation.
• Work with internal teams to streamline and automate request process, procurement, and deployment of software.
• Escalating any issues with process to SAM Process Owner.
• Ensuring quality of software asset records within Asset Management Repository, including Software Product Models and Software Entitlements.
• Support implementation of ITSM Tool solutions to enable effective catalogue and request management.
• Monitor and report compliance to catalogue and request management processes and risk controls.
• Role model continuous improvement mindset and initiate solutions to simplify customer experience.
• Adhere to IT governance systems (policy, standards, and procedures) to provide consistent and efficient execution.
• Managing complex Configuration data (CIs, Hardware assets) that drives our operational support, billing, Service Levels, and continual service improvement.
• Monitoring, measuring, and managing health of CMDB including auditing and stocktaking activities.
• Operating and improving Configuration Management tools and processes to drive continually better and more consistent Configuration data.
• Supporting on or off boarding of CIs relating to project or BAU activities.

Problem Management

• Review efficiency and effectiveness of problem control process.
• Monitor overall progress and use of resources on projects and initiate corrective action where necessary.
• To analyze root cause, identifying know error and coordinating to fix error.
• Assist in analysis and identification of incident trends and solutions by analyzing ITSM tools data.
• Provide communications interface and escalation to Global IS Service Delivery Leadership Team.
• Operate as service integrator for P1 and P2 issues where required.
• Produce operational reporting to support incident management service.
• Define and maintain problem management procedure.
• Conduction RCA reviews, PAB meetings involving resolver teams for all problem records on daily basis.
• Periodically review effectiveness and efficiency of problem management process.
• Continuously improve problem management process.
• Coordinate between various support teams to identify root cause of problem and find workaround or solution.
• Ensure that right resources are available to investigate, identify, and resolve root cause of problem.
• Direct and perform problem diagnosis and analysis from Conducting weekly catch-up meetings with clients and onsite service delivery manager to discuss on process gaps.

Incident Management

• Driving efficiency and effectiveness of incident management process.
• Producing management information, including KPIs and reports .
• Monitoring effectiveness of incident management and making recommendations for improvement.
• Driving, developing, managing, and maintaining incident process and associated procedures.
• Reviewing and auditing process ensuring that all IT teams follow incident management process for every incident.
• Ensure all incidents are logged on relevant ITSM Tool Suites.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
• Conduct incident management trend analysis within supported production environments.
• Follow up on incident records that do not meet quality standards to prevent recurrence.
• Determine if root cause analysis is required and initiate Problem Management.
• Good understanding of service levels and other performance metrics, their meaning and applicability.
• Perform pro-active root cause analysis based on incident trends and non-incident-based triggers.
• Assist in staff and user training and improving Incident and Problem Management process execution.

Service Transition Analyst

• Worked with customers globally to understand needs and provide excellent service.
• Developed team communications and information for meetings.
• Created spreadsheets for daily, weekly and monthly reporting.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Used coordination and planning skills to achieve results according to schedule.
• Decide upon service provider's strategic direction and range of services to be offered to customers.
• Design, build and deploy new or changed services (Incident, Problem, Service Request).
• Create flow charts for all ITIL process.
• Operate services, including resolve incidents, service requests and problems.

• Experience working in fast-paced Service Desk and with ability to manage escalations.
• Provide first call communication, documentation and resolution for incidents and service desk requests received by Service Desk, according to defined service level objectives and procedures.
• Perform confidently and authoritatively in role of incident management subject matter expert and lead customer personnel in responding to fast paced incidents.
• Provide initial support for investigating and resolving hardware and software faults and escalate when required.
• Excellent customer service skills and proactive, customer focused attitude .
• Resolution of all Incidents, Service Requests that fall within scope of team’s access and ability to provide recovery of service.
• Manage incident management bridge calls with support teams, on-call support application teams and management.
• Strong working knowledge of tools such as HP Service Manager, CMDB, and collaboration tools such as SharePoint.
• Maintaining Monthly, quarterly, and annual reporting of operating statements.
• Monitoring progress of all P1 and P2 incidents against Service Level Agreements.
• Adhere to Incident Management processes.

• Primary responsibilities are to recover 20 days aged over payments and other unallocated funds, which is due to customers from their suppliers and deliver profitable projects and process improvements to customers. Design, build and deploy new or changed services.
• Solved financial problems with use of diverse analytical and modeling techniques.
• Payment Analysis: Manage third party payment relationships and identify opportunities for consolidation, cost reduction, and quality improvement.
• Created and maintained precise and accurate models, charts and reports.
• Develop and document processes and procedures to minimize fraud and streamline workflows.