Shweta Nikumbha
Pune,Maharashtra
Summary
Process-driven IT Service Management (ITSM) Analyst with 18 years of experience optimizing ITIL frameworks. Specialist in Incident, Problem, and Change Management with a proven track record of bridging technical teams and business goals. Expert in implementing ITSM tools (ServiceNow, Jira) to enhance operational efficiency and user experience.
Overview
17
17
years of professional experience
Work History
Mobilization Associate Manager
ACCENTURE
08.2022 - 04.2024
- Service Transition: Led transition of new services into live operations, ensuring adherence to technical and business requirements.
- Process Engineering: Defined and documented global workflows for Incident, Change, and Problem management.
- Knowledge Management: Maintained Known Error Database (KEDB) and created self-service articles, enhancing troubleshooting efficiency.
- Training & Onboarding: Organized workshops and trained IT staff/end-users on new ITSM tools and workflows, facilitating smoother adaptation.
Technology Lead
INFOSYS TECHNOLOGY SERVICES
01.2012 - 08.2022
- In 10 years of tenure handled various responsibilities for major clients such as UBS, Barclays, BRIT Insurance, FedEx.
- Change Management & Governance: Orchestrated the full Change Management lifecycle, including reviewing, categorizing, and prioritizing Requests for Change (RFCs) to align with business objectives.
- Chaired Change Advisory Board (CAB) meetings, mediating stakeholder conflicts and ensuring all changes met risk-compliance standards before deployment.
- Facilitated seamless service transitions by coordinating the build, test, and implementation phases between development and operations teams.
- Problem & Incident Management: Directed Problem Management for SAP Finance applications, performing Root Cause Analysis (RCA) and collaborating with development teams to implement permanent fixes.
- Managed incident lifecycles for global customer bases, ensuring timely resolution and detailed management reporting to mitigate business impact.
- Maintained the Known Error Database (KEDB) and service documentation to improve first-call resolution and knowledge sharing.
- Service Transition & Delivery: Mitigated operational risks during the deployment of new, changed, or retired services into live environments.
- Ensured service value by setting performance expectations and validating that deployments met agreed-upon business requirements.
- Leadership & Operations: Led a cross-functional team of 17 members in a 24/7 BAU environment, overseeing task assignment, shift rotation, and continuous cross-training.
- Standardized ITSM documentation, including policies, procedures, and templates, to ensure consistency in service delivery.
Software Analyst
Wipro Technology Services
10.2009 - 01.2012
- Monitored financial transactions for UK and EMEA branches of Citi Bank; handled manual monitoring of cash applications.
- Coordinated team responses for major service outages to minimize high-revenue business impact.
Software Engineer
CITIBANK TECHNOLOGY SERVICES
12.2007 - 10.2009
- Monitored financial transactions for UK and EMEA branches; handled manual monitoring of cash applications.
- Coordinated team responses for major service outages to minimize high-revenue business impact.
Technical Account Executive
Sutherland Global Service
Mumbai, India
10.2006 - 04.2007
- Coordinated technical support for product implementation and troubleshooting.
- Supported onboarding process for new clients and integrated services effectively.
- Researched technical issues, identified solutions and provided product support.
Education
B.E. - Electronics & Telecommunication
North Maharashtra University
Diploma - Industrial Electronics Engineering
VPM Polytechnic
ThaneSkills
- ITIL v4 framework
- Service transition management
- Incident and problem management
- Change management
- ServiceNow expertise
- Jira service management
- SAP application support
- Knowledge base management
- Process mapping
- SLA monitoring and reporting
- Root cause analysis
- Stakeholder engagement
- Team leadership
Websites
Personal Dossier - Languages
- English
- Hindi
- Marathi
Timeline
Mobilization Associate Manager
ACCENTURE
08.2022 - 04.2024
Technology Lead
INFOSYS TECHNOLOGY SERVICES
01.2012 - 08.2022
Software Analyst
Wipro Technology Services
10.2009 - 01.2012
Software Engineer
CITIBANK TECHNOLOGY SERVICES
12.2007 - 10.2009
Technical Account Executive
Sutherland Global Service
10.2006 - 04.2007
B.E. - Electronics & Telecommunication
North Maharashtra University
Diploma - Industrial Electronics Engineering
VPM Polytechnic