Ritika Sahni

An accomplished ITIL Problem Manager at Deloitte Cloud Managed Services, demonstrating expertise in transforming Problem Management processes into strategic drivers for operational excellence and client satisfaction.

Key Achievements as ITIL Problem Manager :

• Strategic Process Ownership: Transformed the Problem Management process, overseeing operations, documentation, and ensuring robust risk/compliance and governance practices.
• Proactive Root Cause Analysis: Spearheaded root cause analysis for high-priority Problems, orchestrating swift remediation and implementing permanent fixes. Result: Substantial improvement in critical system availability.
• Major Problem Resolution Leadership: Led the identification and prompt remediation of Major Problem records, strategically preventing problems and eliminating recurring incidents. Conducted Major Problem Review calls to determine root cause and action plans, ensuring a proactive approach to problem recurrence prevention.
• End-to-End Lifecycle Management: Managed the entire life cycle of Major Problem records, from root cause investigation to permanent resolution and closure. Ensured a seamless and structured process that enhanced operational efficiency.
• Effective Communication and Collaboration: Established clear communication channels with engineering teams and leadership, facilitating efficient issue resolution. Delivered timely resolutions and workarounds to clients, enhancing customer satisfaction.
• Strategic Partnership for Continuous Improvement: Forged strong partnerships with Service Delivery and Technical Support teams. Collaborated on Continuous Improvement efforts, promoting stability in the Production environment and elevating overall service quality.

Key Achievements as the Learning & Development Lead:

• Strategic Learning Solutions: Designed, developed, piloted, delivered, and evaluated innovative learning solutions to enhance the performance and growth of CMS professionals.
• Individualized Learning Paths: Created individualized, role-based learning paths, enabling practitioners to excel in current and new roles and achieve certifications in essential skills such as AWS, Microsoft Azure, and Google Cloud.
• Training Effectiveness Analysis: Analyzed training effectiveness, monitored onboarding and continuous learning events, and stayed updated with market trends to ensure consistency in new hire training.
• Performance Metrics Improvement: Successfully reduced onboarding time by 25% and increased employee retention by 15%
• Strategic Collaboration with Vendors: Collaborated with third-party vendors including AWS, Datadog, GCP, and MS Azure to curate updated training resources and opportunities for CMS practitioners.
• Global Compliance Management: Scheduled all instructor-led training and ensured adherence to global compliance policies.
• End-to-End Training Facilitation: Facilitated pre and post-training activities, including logistics, tracking, scheduling, and responding to training-related questions.
• SOP Authorship and Review: Authored SOPs for ITIL-based Service Management processes, including Incident, Change, Request, IAM process, Security Incident Response, and others.
• Document Management Excellence: Partnered with Document Review Bodies to execute periodic reviews, ensuring SOP accuracy and relevance for internal and external audits and RFPs.
• Document Repository Administration: Administered the document repository, ensuring a structured lifecycle with current and approved versions published in ServiceNow. Ensured compliance with established document management standards and procedures.
  

As the Deskside Team Lead at Accenture, Ritika orchestrated a team of 7 dedicated onsite resources, driving significant enhancements in team performance and client satisfaction.

Key Achievements:

• Team Leadership and Management: Led and managed a team of 7 full-time onsite resources, overseeing Deskside duties for a client. Achieved impressive improvements in team efficiency and effectiveness.
• Incident Prioritization and Resolution: Prioritized incidents using BMC Remedy for swift resolution, escalating as needed. Actively participated in audit activities related to incident management.
• Performance Optimization: Gathered performance data, identified bottlenecks, and minimized incidents by proactively alerting IT staff to potential issues. Contributed to a proactive and responsive IT environment.
• IT Asset Management: Ensured the accuracy of IT Asset Repository data and delivered monthly Asset Inventory reports to leadership. Adhered to standard Change Management processes for seamless operations.
• Customer Satisfaction and Service Level Adherence: Maintained high levels of customer satisfaction and consistently met service level targets by effectively liaising with various project groups.
• ITIL Best Practices: Utilized ITIL best practices for Problem Management, actively updating the Known Error Database and coordinating with cross-functional stakeholders to resolve problems. Produced comprehensive management reports.
• Client Collaboration and Demand Planning: Collaborated with client stakeholders for IT demand planning, preparing and updating reports, conducting recurring Request Management meetings, and creating forward-looking capacity forecasts.
• Efficient Query Resolution: Successfully resolved escalated customer complaints or queries promptly and efficiently, ensuring a positive customer experience.

• Strategic Lifecycle Management: Oversaw the complete lifecycle of Major Incident and Major Problem records, collaborating with cross-functional teams to enhance stability and drive Continuous Improvement efforts in the Production environment.
• Insightful Reporting and Recommendations: Produced comprehensive Problem Management reports for management, offering valuable insights and strategic recommendations for continuous improvement.
• Resource Capacity Optimization: Managed resource capacity to meet service level requirements, monitoring actual usage versus targets, and proactively addressing shortfalls to ensure operational excellence.
• Data-Driven Decision-Making and Forecasting: Gathered and reported capacity and performance data using Project Web App, enabling informed decision-making, strategic planning, and forecasting for IT operations.

In the capacity of an IT Technical Support Engineer at Accenture, Ritika played a vital role in maintaining operational excellence through efficient incident management, customer support, and proactive preventive measures.

Key Responsibilities:

• Incident Management Excellence: Processed and resolved unexpected operational events through meticulous Incident Management. Ensured timely incident notification, escalation, and comprehensive follow-up to guarantee customer satisfaction.
• Application Issue Resolution: Logged, tracked, and analyzed issues related to applications, collaborating closely with product specialist teams to deliver effective resolutions.
• Coordination and Documentation Leadership: Took ownership of coordinating, investigating, and documenting customer requests, issues, and problems. Ensured correct resolutions were identified and involved appropriate stakeholders in problem resolution.
• Continuous Improvement and Knowledge Development: Actively participated in preventive maintenance by documenting common problems and creating scripts for customer support. Developed and maintained product knowledge, business acumen, and professional skills through on-the-job training and other courses.
• Service Level Management and Training Contributions: Met deliverable requirements, service level measures, and specific targets through effective Service Level Management. Contributed to Knowledge Management by developing and maintaining knowledge of BMC Remedy (incident tracking system), Central Support Knowledge Base, and Helpdesk procedures. Additionally, provided project-based technical training to new team members, ensuring project familiarity and expertise.

As a Technical Support Expert at Dell, Ritika played a pivotal role in delivering exceptional customer service, resolving complex technical issues, and driving continuous improvement in a dynamic and customer-critical environment.

Key Contributions:

• Proactive Issue Resolution: Resolved complex technical issues for customers in a fast-paced, customer-critical environment. Implemented continuous improvements in processes, standards, and strategies to enhance support services continually.
• Customer Satisfaction Excellence: Achieved high levels of customer satisfaction by providing timely and effective solutions, demonstrating a commitment to quality customer service.
• Ownership and Comprehensive Resolution: Took ownership of technically sophisticated customer-reported issues from various channels (web, phone, chat, and email), working closely with customers until achieving complete resolution.
• Communication and Documentation Proficiency: Documented relevant information and ensured timely communication with customers regarding the overall progress of their issues, fostering transparency and customer trust.
• Collaboration for Issue Resolution: Collaborated closely with Engineering, SE, and other multi-functional teams to resolve customer issues promptly. Provided qualified information to Engineering to contribute to product quality and reliability improvements.
• Exemplary Customer Service and Operational Excellence: Demonstrated excellent customer service skills by treating customers with the highest degree of respect. Thrived in a highly competitive and performance-based environment, meeting clearly defined objectives such as Customer Satisfaction, First Time Resolution, Average Handle Time, Call Quality, and Technical Auditing.