Divya Sareen

• Prepared training material and delivered workshops for lean/six sigma awareness • Deep-dive analysis for problems/ areas of improvement on the identified projects • Road maps for project implementation • Lean/six sigma tool and templates • Process maturity activities • High-level/low-level requirements

• Managed a virtual team of 15 incident managers and BAU incident operations • Continual Service Improvement; Incident Management, Availability Managements, Catalogue Management, Reporting • Ticketing tool migration and incident notification tool implementation projects • Negotiation, agreement and maintenance of vendor SLAs and internal OLAs • Analyzed and reviewed actual service performance against SLAs, OLAs & KPIs for vendor services

• Process, procedure and templates implementation • Documentation • Internal audits & facilitated spot audits • ITIL 2011 awareness trainings • Continual Service Improvment • Dfining the maturity models • Gap-analysis • Created, updated & maintained the service improvement trackers (SIP) and risk management trackers

• Conducted ITIL foundation training for various clients, communication training, process training and induction for newly hired & existing associates • Hired associates for voice and non-voice profiles

• Trained candidates on telecommunication concepts and technologies • Coached the candidates in both technology and soft skills before the interview • Managed and assisted the interviews held at the company