Nikita Arora

Taking ownership of Service Management Activities (covering Order delivery, Release Management, Change Management, Incident Management and Service Level Management, SLA Management). Responsible for review and process orders from customers and to make sure all necessary check points are cleared before service handed over to operations. Acting as a Single Point of Contact for all Customer requests ensuring requests are completed within the SLA's, ensuring that all Customer-specific documentation are kept updated as required. Govern the process flow of Change management, Release management and Incident Management. Verifying the accuracy of customer data in our systems continuing to contribute to service management documentation and procedures to ensure that Services offers the best service to its customers. Primary point of contact within SITA, for all service reporting issues. Present and discuss reports provided to clients on daily, weekly, and monthly basis. Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support. To ensure that any discrepancies are detected and corrected before the service is handed over to operations and to enter the run phase. Managing a team of 5 to get the work done within the SLA for different clients.

Work closely with CISO in planning and preparing documents. Developing efficient strategies to protect the system, the networking infrastructure, data, and information systems against potential cyber risks. Routinely performing threat analysis, system checks, and security tests. Communicate requirements to relevant departments and employees to keep progress on track. Prioritizing important tasks and ensuring they are completed on time. Experience in the areas of commercial supports to organization and customers, Customer Support, Data Management, Documents Management and Administration.

Provide input to Service Desk Owner and Incident Management Owner regarding Continuous Improvement opportunities. Provide process and management support, advice, and direction to Service Desk team. Provide leadership for communication, both, internally within Enterprise Services among all service stakeholders and externally to business. Compile data through Incident entry that will be used for management information and reporting. Establish and maintain relationships with internal technology teams and business users. Maintain established service level agreements to meet customer expectations and quality standards. Ability to manage the team and work well with all levels of the organization. Work closely with Project manager in planning and preparing documents. Communicate requirements to relevant departments and employees to keep progress on track. Prioritising important tasks and ensuring they are completed on time. Assigning responsibilities and managing the manpower. Coordination with different vendors like Airtel, Vodafone, Hughes, Reliance etc. for different financial activities of Bank. Salary billing of third-party vendors.

Monitor the down calls and create incidents for respective teams. Properly logs and categorize incidents tickets using CA tool. Performs Incidents escalations. Planned, directed and controlled all MIS activities in order to meet the information requirements of our client and vendors. Promote services to prospective clients, process applications, manage 8000+ database records. Experience in organising and managing meetings internally and with customers. Coordination with Service Providers for maintaining SLA uptime as per SLA with different enterprise Customers. Coordination with field engineers, Data Centre team, service providers for resolution of network related issues.

Handles Incoming nationwide incident calls from different PNB offices. Handles E-mail tickets from users regarding issues. Coordinate with all the service providers for resolution of incidents.