Saakshi Bhatia

• Refining capabilities in the form of process, information technology or knowledge • Identify best practices and client performance gaps using tools to identify, align, and change the factors that affect performance, stability, and teaming and develops comprehensive transformation recommendations • Working on Contract module of Service Now • Designed, Defined and implemented ITIL process (IM, CM, Major Incident) as a part of Phase 1 • Defined KPI’s and Reporting using Performance Analytics

• Responsible for building Service Management Solution to align IT with the Business Outcomes • Defined Business KPI’s along-with IT related KPI’s for critical business outcomes • Reviewed and assessed the maturity of the IT Command Center and designed a solution to integrate IT with business • Building IT Service Management solutions keeping Automation, Cloud, Machine Learning and Orchestration in focus.

• Performed assessment and analysis and designed new and improved ITIL processes to enhance the business performance • Used SCRUM framework to provide flexible and holistic product development strategy • Conceptualized new and improved ITIL processes to enhance the business performance • Worked directly with client’s management team to understand the issues with the existing processes and define a structured IT processes to achieve high customer satisfaction and ease of use

• Coordinated with requesters, implementers and approvers to ensure that the defined processes are duly followed and to communicate the proposed changes to all the impacted parties in time • Facilitated Change Advisory Board (CAB) meetings to discuss the impact of the implementation of changes • Critically analyzed the impact of various changes on in terms of risk, impact on business continuity and resource requirements

• Monitored and analyzed mission critical systems utilizing different system and application monitoring tools • Performed routine checks and Level 1 triage to escalate any critical alerts in time • Created and updated NOC policies and procedures • Ensured timely backup and preventive maintenance of computer systems

• Monitored and analyzed mission critical systems utilizing different system and application monitoring tools • Performed routine checks and Level 1 triage to escalate any critical alerts in time • Created and updated NOC policies and procedures • Ensured timely backup and preventive maintenance of computer systems