Dipti Balani
Largo,FL
Summary
With over 16 years of comprehensive experience in IT and finance sectors, successfully leading and executing projects spanning multiple business areas and technologies. Expertise in end-to-end service management, project delivery, and offshore service transitions. Drive operational excellence by implementing ITIL-aligned processes, establishing robust governance frameworks, and leading cross-functional teams to achieve strategic objectives. Proven track record in promoting and supporting deployment of ITIL processes to enhance service delivery and operational efficiency. Led successful migration and establishment of services from the U.K. and Ireland to offshore locations, ensuring continuity and quality of service. Developed and implemented comprehensive policies, procedures, and standards to ensure consistent, high-quality service delivery across global teams.
Overview
19
19
years of professional experience
1
1
Certification
Work History
IT Program Manager
Dell Technologies
08.2023 - 03.2024
- Being the point of contact to drive all cyber incidents managed by Cyber Defense Team
- Collaborated with cross-functional teams to develop innovative solutions that addressed complex business challenges.
- Negotiated contracts with vendors for cost-effective solutions without compromising on quality or performance.
- Evaluates insurance coverage, compliance with regulatory laws, and legal implications of cyber-attacks.
- Responsible for providing regular reports to the CISO and other senior management.
- Assesses the situation and determines whether cyber incident can be resolved through internally available resources or requires external assistance through outsourced cybersecurity efforts.
- Created and maintained accurate records of departmental activities, including budgets, personnel documents and project timelines.
- Coordinated with other departments to ensure projects were completed on time and within budget.
Project Manager
Coforge Limited
11.2021 - 07.2023
- Lead various activities in vulnerability management program including planning, execution, reporting of vulnerabilities
- Coordinating with Security Operations and IT Operations for risk discussion and remediation planning
- Highlighting risk to the business by correlating vulnerabilities through performing an assessment of the risks that considers threats, likelihood that vulnerabilities will be exploited, the impact that exploitation will have on the company, and finally what the residual risk will be after the vulnerabilities
- Managing customer escalations with different team (infrastructure and application) aligning with customer expectation and guiding technical solution
- Facilitated workshops with teams to discuss new processes, procedures, and systems related to the change initiative.
- Perform Change related activities documented in the Change Request to ensure the Change is implemented according to plan
- Monitor and review the execution of the process at a high-level, ensure it remains consistent with the organization’s current culture and ITSM strategy and ensure coordination with all other ITSM and IT Infrastructure Management processes.
Technical Specialist
HCL Technologies
10.2018 - 11.2021
- Promoted and supported the deployment of Service Management processes to the groups like Problem Management, Change Management and Incident Management
- To Manage the governance of the life cycle of changes and make sure that only authorized changes are implemented
- Conducts Change Management Service Review forums to review overall Change Management performance with both Change Management system and customer
- Lead and Drive Daily/Weekly/Monthly Clients Meeting Actively take part in critical incident management for support
- Ensures service performance reviews are scheduled, carried out with customers regularly and documented, with agreed actions and requirements
- Understand approaches for addressing vulnerabilities including system patching, deployment of specialized controls, code or infrastructure changes, changes in development processes, cloud and mobile devices
Service Request Manager
British Telecom
09.2016 - 05.2018
- Responsible for managing IT Service Management processes, all associated tools and vendor relationships
- Direct, guide and support IT Operations Managers / Service Owners regarding all IT service portal related topics, uncertain situations or conflicts
- Establish and maintain relationships with internal technology teams and business users
- Responsible for timely implementation of the services against the requests raised by the customers with the help of relevant teams or individuals globally
- Perform analysis and develops recommendations for continuous improvement opportunities
- Managing the end customer deliverable (and in most cases speaking to the end customer) i.e. processing tasks including low complexity projects & order management, PO creation, commercial management in an efficient and accurate fashion for CDS customers.
Project Accountant
Aecom India Private Limited
04.2014 - 09.2016
- Managed and maintained project budgets, monitored expenses, and tracked financials.
- Developed detailed reports to track budget variance from original estimates.
- Conducted monthly reviews of all open projects to ensure accurate accounting records.
- Collaborated with internal stakeholders on forecasting efforts to ensure accurate projections of future costs and revenues.
- Review expense reports submitted by employees for overall reasonableness; ensure that users are not in violation of Corporate Travel Policy and Government regulations
- Training all new travelers in the use of the Corporate Travel and Expense reporting solution to adhere to Corporate Travel Policy. Corporate Card administration: Work with business unit to assist in card reconciliation when card may have been suspended or canceled
Subject Matter Expert
EXL SERVICE
12.2010 - 06.2013
- Applied mathematical abilities on daily basis to calculate and check figures in all areas of accounting systems
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Generated and submitted invoices based upon established accounts receivable schedules and terms
- Prepared and mailed invoices to customers, processed payments and documented account updates.
- Produced month-end closing reports and provided actionable suggestions on remittance for quick resolution.
Associate
InterContinental Hotels Group
07.2006 - 03.2010
- Published Control Testing Results, Test Scripts, highlighting key observations and presenting results to process owners and external auditors
- Involvement in the development and testing of policies, procedures, manuals and controls to ensure ongoing compliance within the firm
- Established, developed and maintained strong working relationship with key stakeholders, management and processes to maximize effectiveness
- Processing of invoices, expense report and credit memos, addressing escalated issues and supporting month-end closing processes
- Managed and supported the Accounts Payable/Receivable internal and external Financial Audit processes
- Ensuring timely and accurately disbursement of funds to vendors within defined turnaround time using Oracle Financial System
Customer Service Associate
GE Capital (SBI)
08.2005 - 04.2006
- Helped average of [100] customers every day by approaching conversations with positive attitude and focus on customer satisfaction.
- Entered customer interaction details in system to track requests, document problems basis discrepancies found in statement
- Provided basic technical support to customers on wide range of banking queries
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
MBA -
Symbiosis University
05.2018
Bachelor's of Commerce -
Delhi University
09.2006
Bachelors of Information Technology -
Manipal University
08.2003
Senior Secondary - Commerce
Delhi Tamil Education Association
06.2000
Higher Secondary -
Delhi Tamil Education Association
06.1998
Skills
- Service delivery coordination
- Mitigation strategies for vulnerabilities
- Change management expertise
- Issue resolution management
- Incident response management
- Vendor relationship optimization
- Compliance assessment skills
- Knowledge sharing practices
- Regulatory compliance
Certification
ITIL V4 Foundation certified
Pursuing PMP
Education and Training
other,other,other,other,other
Timeline
IT Program Manager
Dell Technologies
08.2023 - 03.2024
Project Manager
Coforge Limited
11.2021 - 07.2023
Technical Specialist
HCL Technologies
10.2018 - 11.2021
Service Request Manager
British Telecom
09.2016 - 05.2018
Project Accountant
Aecom India Private Limited
04.2014 - 09.2016
Subject Matter Expert
EXL SERVICE
12.2010 - 06.2013
Associate
InterContinental Hotels Group
07.2006 - 03.2010
Customer Service Associate
GE Capital (SBI)
08.2005 - 04.2006
Bachelor's of Commerce -
Delhi University
Bachelors of Information Technology -
Manipal University
Senior Secondary - Commerce
Delhi Tamil Education Association
Higher Secondary -
Delhi Tamil Education Association
MBA -
Symbiosis University
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