Neethi Jayaraman
Prosper,TX
Summary
ITSM Process Lead with extensive experience in managing service management processes. Expertise in ITIL best practices, configuration management, incident management, and change management. Proven track record of enhancing operational efficiency and driving process improvements. Recognized for high productivity and effective team collaboration in delivering optimized IT services.
Overview
15
15
years of professional experience
Work History
ITSM Senior Practitioner
QBE Insurance
Dallas, TX
08.2019 - Current
- Defined and documented process standards, enhancing operational efficiency across ITSM functions.
- Provided performance insights via executive dashboards after managing comprehensive reporting processes.
- Increased productivity by streamlining workflows and identifying inefficiencies in existing systems.
- Facilitated staff training on updated service management tools and processes to drive compliance.
- Conducted audits to maintain adherence to established procedures while reviewing documentation regularly.
- Sought stakeholder feedback on proposed changes, recommending solutions for complex challenges encountered.
- Negotiated service level agreements with vendors when necessary to uphold organizational standards.
- Communicated progress updates regularly to senior management regarding goal alignment.
Senior ITSM Practitioner
American Family Insurance
Madison, WI
07.2016 - 07.2019
- Led ITSM process improvement initiatives across departments, enhancing operational efficiency.
- Developed and maintained comprehensive documentation for ITSM processes and procedures.
- Analyzed incident management data to identify trends and recommend actionable solutions.
- Streamlined communication channels between IT support and end-users, improving response times.
- Managed vendor relationships to ensure adherence to service level agreements.
- Collaborated with business partners to pinpoint areas for enhancement in existing processes.
- Facilitated stakeholder meetings to address current challenges related to ITSM processes.
- Provided guidance on best practices for IT Service Management processes.
ITSM Analyst
PNC Bank
Pittsburgh, PA
07.2014 - 06.2016
- Coordinated with vendors to resolve incidents while managing service level agreements (SLAs) and operational level agreements (OLAs).
- Chaired Root Cause Analysis (RCA) sessions to identify process improvements.
- Utilized ServiceNow and BMC Remedy as primary ITSM tools for incident management.
IPC Analyst-Incident and Problem
Verizon Data Services
Chennai, India
07.2011 - 07.2013
- Managed Severity 1 and 2 incidents, ensuring timely recovery of critical issues.
- Supported Problem and Change Management processes to enhance operational stability.
ITSM Engineer-Problem
Maples ESM Technologies
Chennai, India
06.2010 - 06.2011
- Executed root cause analysis utilizing Six Sigma’s 5 Whys methodology for detailed problem records.
- Led service improvement initiatives across various ITIL processes to elevate service quality.
Education
B.Tech - Bioinformatics
SRM University
Chennai01.2009
Skills
- IT service management (ITSM) and ITIL v3/v4
- Cloud migrations (Azure, AWS)
- Incident, problem, and change management
- Stakeholder and vendor management
- Root cause analysis (RCA)
- SLA/OLA governance
- ServiceNow and Jira
- Power BI and reporting systems
- Dynatrace and Splunk
- Agile transformation and governance
- Disaster recovery and business continuity
- Service request management
Timeline
ITSM Senior Practitioner
QBE Insurance
08.2019 - Current
Senior ITSM Practitioner
American Family Insurance
07.2016 - 07.2019
ITSM Analyst
PNC Bank
07.2014 - 06.2016
IPC Analyst-Incident and Problem
Verizon Data Services
07.2011 - 07.2013
ITSM Engineer-Problem
Maples ESM Technologies
06.2010 - 06.2011
B.Tech - Bioinformatics
SRM University
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