Preeti Singh

Experienced Process Manager with a history of working in the information technology and services industry. Strong understanding of ITIL Service Management best practices with an emphasis on Problem, Change and IT Asset Management.

Problem Management (Problem tracking, Identification of Known Errors, Root Cause identification, Trending and recording and acceptance of Workarounds). ? Delivering IT Services Management (ITSM) solutions based on ITIL best practices that focused on the people, process, and technology, organization and integration perspectives of providing business solutions. ? Created Problem Management weekly report for Kyndryl. ? Able to quickly understand, implement and support new and diverse technologies with strong Project and Transformation Management skills (Service, Software & Infrastructure). ? Implementing various Problem Management techniques (5s why, brainstorming, Pareto, fishbone etc..) to minimize the possibilities and effect of incidents by detecting real and possible causes of problems & managing fixes and known faults. ? RCA/CAPA quality control ensuring correct classification for proper reporting of actionable items. ? Created Service Improvement Plan to include Closure Reports and Post Event Reviews. ? Implemented problem scoring procedure to effectively prioritize problems across the project. ? Implemented Task Gap Analysis to identify single points of failure, deficiencies in process and areas of duplication or waste across the whole team. ? Builds awareness of a Problem Control Process across engaged parties and act as a Problem Management Process Expert. ? Designing Service Integration documentation for ITSM Recommendation plan, Roles & Responsibility, Resourcing, Process Flows, Review Criteria (KPI) report Design document, RACI Metric, Process Policy document & Work Instructions. ? Set up regular meetings with all Problem owners to track and monitor root cause, workaround and resolution of open Problems. ? Responsible to align standardized processes and procedures are used for efficient handling of changes to minimize incidents due to changes in the environment. ? Act as a focal point for all escalation and communication activities related to users and IT teams to ensure effective and efficient execution of ITSM activities. Drive risks and issues with RAID logs. ? Excellent understanding in IT service management (ITSM) with proven track record in establishing, managing ITIL processes and activities within a global/regional organization.

Bachelors of Science